MB2-718 - Microsoft Dynamics 365 for Customer Service

Course Content

Module 1: Introduction to Service Management

• Evaluate examples of customer scenarios where the customer service capabilities of Microsoft Dynamics 365 can be applied
• Define the basic record types utilized by the customer service functionality of Microsoft Dynamics CRM

Module 2: Case Management

• Explore the main components of working with cases
• Discuss the default fields available on a case form
• Demonstrate how to convert cases from activity records
• Examine the Case to Resolution process
• Define specific rules used for advanced configuration options related to case management
• Determine the best method to sync two merged cases together

Module 3: Knowledge Base

• Search for articles within the knowledge base and associate them with a case
• Resolve cases quick by using knowledge base articles
• Create, manage, and maintain knowledge base article templates
• Examine the process of creating, modifying, and publishing knowledge base articles
• Develop how to properly format knowledge base articles through a template and the Engagement Hub
• Demonstrate how to attach knowledge base articles to emails

Module 4: Queue Management

• Differentiate between system queues and personal queues
• Evaluate how to create and maintain queues
• Demonstrate how to add cases and activities to queues
• Work with queue items, such as routing, working on, releasing, and removing them
• Define what queue item details are and what they all entail
• Discuss how to route records to specific queues

Module 5: Service Level Agreements

• Create and manage Service Level Agreements (SLA’s)
• Define the types of Service Level Agreements and analyze the differences between them
• Explore Service Level Agreements actions and details
• Manage cases that are associated with Service Level Agreements

Module 6: Entitlements

• Apply knowledge to create and maintain entitlement templates
• Create new entitlements from scratch and by using templates
• Define entitlement channels and how they affect the overall entitlement
• Clarify how products and cases can be added to an entitlement and what this does to the entitlement
• Associate Service Level Agreements with entitlements
• Activate and renew entitlements that are applied to cases

Module 7: Interactive Service Hub

• Define how the Interactive Service Hub can significantly improve the quality of service for your organization
• Explore the features of Multi-Stream Dashboards and how they affect the customer service experience
• Manage queues and cases from streams within Microsoft Dynamics 365
• Discuss how to create and configure interactive dashboards

Module 8: Unified Service Desk

• Define the modules in Unified Service Desk
• Provide an overview of benefits and what the Unified Service Desk all entails
• Discuss the components within the Integrated Agent Desktop

Module 9: Service Management Analysis

• Identify default service dashboards that are available within Microsoft Dynamics 365
• Discover what Power BI dashboards have to offer
• Work with service reports and system charts for a more organized customer service experience
• Define metrics and goals to learn how they work with each other within the service module
• Create monthly goals for case records and learn what they can do to further improve customer service

Module 10: Voice of the Customer

• Familiarize ourselves with Voice of the Customer
• Run through an overview of common survey scenarios
• Discuss different ways to configure surveys in order to acquire suitable feedback for your organization
• Recognize survey capabilities when it comes to sending invitations and performing actions
• Develop a sense of how to properly track and analyze responses
• Capture and leverage responses to shape customer engagement

Module 11: Customer Portal

• Define what the Customer Portal is and its capabilities
• Determine the benefits of the Customer Portal
• Review the features of the Microsoft Dynamics Customer Portal
• Examine how CRM integrates with the data from the portal
• Analyze how to use the Customer Portal for a more efficient and smoother customer service process

Module 12: Field Service

• Introduce the basic components and industries involved with Microsoft Dynamics CRM Field Services
• Engage with Field Service through multiple personas
• Review different resources within the Field Service module
• Analyze how to properly manage a service schedule
• Evaluate the service scheduling process and the components that live within Field Services
• Examine how inventory management is key for successful transactions and can effectively forecast material requirements
• Define several methods on how to collect accurate analytics