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

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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

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

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


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