In business today, it may seem obvious that you need to make sales and get new customers. However, it’s equally important to provide great customer service to those customers once they’re onboard. Customers’ expectations are higher than ever, and they want fast, personalized service through a variety of channels. That’s where the Customer Service application comes in. In this course, Microsoft Dynamics 365 for Customer Service, you’ll learn the fundamentals of this important part of Dynamics 365. First, you’ll become familiar with the core entities used in the Service app, with a special focus on cases. Next, you’ll explore how to work with cases, through queues and routing rules. You’ll also learn about service terms such as service level agreements, or SLAs, and entitlements. Finally, you’ll discover the knowledge management capabilities of the platform that enable customer service agents to quickly search for and share knowledge articles. When you’re finished with the course, you’ll have a foundational understanding of Dynamics 365 for Customer Service, and how to use it to provide great service to your customers.
Author Name: Amber Israelsen
Author Description:
Amber has been a software developer and technical trainer for over two decades, sharing her expertise in AI, machine learning, AWS, and Power Apps with students around the world. She has a knack for making complex tech topics easy to grasp, whether you’re a developer, designer, or business professional. Amber holds certifications in machine learning, AWS, and various Microsoft technologies, including her experience as a former Microsoft Certified Trainer. With a strong background in visual com… more