Who Should Attend
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.
Course Objectives
- Install and configure the customer service app
- Identify common customer service scenarios
- Complete a case resolution process
- Analyze customer service data
- Automate case management record processing
- Create and use knowledge articles
- Create and use entitlements and service level agreements
Agenda
1 - Customer Service Overview
- Create case records
- Related service apps
- Analytics for service
- AI for service
- Configuring customer service
- Module summary
2 - Case Management
- Case management overview
- Creating case records
- Queue management
- Case routing
- Resolving cases
- Module summary
3 - Service Level Agreements and Entitlements
- SLA and entitlement overview
- Create and manage entitlements
- Create and manage SLAs
- Module summary
4 - Knowledge Management
- Knowledge management overview
- Authoring and organizing
- Use knowledge content
- Manage knowledge content
- Module summary