81057AE: Agent Enablement in Microsoft Dynamics 365 for Customer Service Training

Download Course Brochure

Instructor-Led Training Parameters

Course Highlights

  • Instructor-led Online Training
  • Project Based Learning
  • Certified & Experienced Trainers
  • Course Completion Certificate
  • Lifetime e-Learning Access
  • 24x7 After Training Support

Instructor-led Training Live Online Classes

Suitable batches for you

Mar, 2024 Weekdays Mon-Fri Enquire Now
Weekend Sat-Sun Enquire Now
Apr, 2024 Weekdays Mon-Fri Enquire Now
Weekend Sat-Sun Enquire Now

Share details to upskills your team



Build Your Own Customize Schedule



81057AE: Agent Enablement in Microsoft Dynamics 365 for Customer Service Training Course Overview

81057AE: Agent Enablement in Microsoft Dynamics 365 for Customer Service training imparts training on the process of working with your customers with Microsoft Dynamics CRM 365, including resolution of customer complaints and service issues cost effectively. Moreover, the candidates would gain acquaintance in managing all related correspondence, documents, contacts and conversations. The candidates would get the better job opportunities in customer service field and get handsome wedges as well.

After attending training on Microsoft Dynamics 365 Customer Service, the candidates would be able to:

  • Examine Service Level Agreements and how to create and manage them
  • Utilize entitlement templates to create entitlements and understand how entitlements relate to cases, products, and service level agreements
  • Utilize cases and queues to efficiently and quickly resolve customer complaints and service issues
  • Analyze how to use relationship insights related to case management and quicker resolution times
  • Define basic record types and business processes that are involved in the Customer Service module
Target audience
  • Application Consultants
  • Leadership and Technology Consultants
Prerequisites

The prerequisites for this course are as follows:

  • Basic experience using Windows applications
  • Knowledge of basic sales, marketing, and customer service roles in a business
  • Itelligence of the common Microsoft Dynamics CRM record types

81057AE: Agent Enablement in Microsoft Dynamics 365 for Customer Service Training Course Content

1. Introduction to service Module

  • Customer Scenarios
  • Entities and Record Types

2. Case Management

  • Cases
  • Case Form
  • Other Actions on Cases
  • Case Lists and Views
  • Search for Case Records
  • Convert Activities to Cases
  • Case Resolution Processes
  • Case Routing Rules
  • Record Creation and Update Rules
  • Parent/Child Cases
  • Merging Cases

3. Service Level Agreements

  • What is an SLA?
  • Standard SLA's
  • Enhanced SLA's
  • SLA's On Demand

4. Entitlements

  • Entitlement
  • Create Entitlement Templates
  • Create Entitlements
  • Entitlement Channels
  • Associate Entitlement Channels
  • Apply Entitlements to Cases
  • Activate and Deactivate Entitlements
  • Renew Entitlements

5. Queue Management

  • Queue Management
  • Queue Types
  • Add Cases and Activities to Queues
  • Queue Items
  • Release and Remove Queue Items
  • Queue Item Details
  • Case Routings

video-img

Request for Enquiry

assessment_img

Free Agent Enablement in Microsoft Dynamics Training Assessment

This assessment tests understanding of course content through MCQ and short answers, analytical thinking, problem-solving abilities, and effective communication of ideas. Some Multisoft Assessment Features :

  • User-friendly interface for easy navigation
  • Secure login and authentication measures to protect data
  • Automated scoring and grading to save time
  • Time limits and countdown timers to manage duration.
Try It Now

Agent Enablement in Microsoft Dynamics Corporate Training

Employee training and development programs are essential to the success of businesses worldwide. With our best-in-class corporate trainings you can enhance employee productivity and increase efficiency of your organization. Created by global subject matter experts, we offer highest quality content that are tailored to match your company’s learning goals and budget.


500+
Global Clients
4.5 Client Satisfaction
Explore More

Customized Training

Be it schedule, duration or course material, you can entirely customize the trainings depending on the learning requirements

Expert
Mentors

Be it schedule, duration or course material, you can entirely customize the trainings depending on the learning requirements

360º Learning Solution

Be it schedule, duration or course material, you can entirely customize the trainings depending on the learning requirements

Learning Assessment

Be it schedule, duration or course material, you can entirely customize the trainings depending on the learning requirements

Certification Training Achievements: Recognizing Professional Expertise

Multisoft Systems is the “one-top learning platform” for everyone. Get trained with certified industry experts and receive a globally-recognized training certificate. Some Multisoft Training Certificate Features :

  • Globally recognized certificate
  • Course ID & Course Name
  • Certificate with Date of Issuance
  • Name and Digital Signature of the Awardee
Request for Certificate

What Attendees are Saying

Our clients love working with us! They appreciate our expertise, excellent communication, and exceptional results. Trustworthy partners for business success.

Share Feedback
  Chat On WhatsApp

+91-9810-306-956

Available 24x7 for your queries