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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



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