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

3896 Learners

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 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

Learning Partner

Drop Us a Query

+91 9810306956

Available 24x7 for your queries

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

Our Training Certificates Get The Job Done

Multisoft Systems is the “one-top learning platform” for everyone.

Get trained with certified industry experts and receive a globally-recognized training certificate.

Multisoft Training Certificate Features :
  • Globally recognized certificate with complete name of the candidate
  • Course ID & Course Name
  • Certificate with Date of Issuance
  • Name and Digital Signature of the Awardee
certificate-sample

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

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.

Learn from the experts

Customized Training

Be it schedule, duration or course material, you can entirely customize the trainings depending on the learning requirements of your workforce. You can even choose a trainer from our team of certified industry experts.

Learn from the experts

Expert Mentors

Get trained from our team of highly skilled and certified trainers, who are officially accredited professionals with relevant industry experience and adept in providing the knowledge and skills required to be successful.

Learn from the experts

360º Learning Solution

Engage your employees with our all-inclusive learning platform. Avail benefits of 24/7 access to the learning management system, industry-certified mentors, assessments & mock tests, real-time learning and more.

Learn from the experts

Learning Assessment

Check test score and performance with our skills analysis tools. Our detail scoreboard displays scores, areas of strength, detailed answer of questions and more for each employee.

Download Corporate Brochure

What Attendees are Saying

+

+91 9810306956

Available 24x7

Multisoft
Online

Multisoft
Hi there 👋

How can I help you?
1:40
×
Chat with Us