Description

MB-55260-A: Dynamics 365 for Customer Service

This course provides students with a detailed hands-on experience of the Service features and components of Microsoft Dynamics 365.

Attendees of this course will gain an in-depth understanding of the Service Case Management Process in Dynamics 365, including learning how to track and resolve customer requests with Case records, collaborate on issues using Queues, use Service Level Agreements (SLA) to manage service entitlements and utilize the Knowledge Base to resolve customer issues faster. The Interactive Service Hub and Service Analysis features such as the Service Reports, Service Goal Management, Service Charts and Dashboards are also presented in this course.

The course applies to both Business and Enterprise Editions of Dynamics 365 as well as Online and On-premise deployments.

Prerequisites

Before attending this course, students must have a working knowledge of Microsoft Dynamics 365 or Microsoft Dynamics CRM OR and successful completion of the ‘Introduction to Microsoft Dynamics 365’ course.