Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success.  Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases.  Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

Audience Profile

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

MODULE

• Get started with Dynamics 365 Customer Service
• Managing cases with Dynamics 365 Customer Service Hub
• Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
• Create or update records automatically in Customer Service Hub
• Get started with unified routing for Dynamics 365 Customer Service
• Create and manage entitlements in Microsoft Dynamics 365 Customer Service
• Create knowledge management solutions in Dynamics 365 Customer Service
• Use knowledge articles to resolve Dynamics 365 Customer Service cases