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- Customer service is a key aspect of any customer relationship management strategy. Microsoft Dynamics 365 Customer Service has many features that organizations can use to manage the services they provide to customers.
This module explains these concepts:
- Learn about the pieces of Dynamics 365 Customer Service
- Learn how to optimize Dynamics 365 Customer Service to improve your customer relations
- Create cases, manage the case resolution process, work with case hierarchies, and merge similar cases.
Let's take a look at the following:
- Examine the case resolution process in Dynamics 365 from beginning to end
- Identify the different options that are available for creating and defining cases
- Use business process flows to guide representatives through case resolution
- Review when and how parent/child cases are used
- Identify when similar cases should be merged
- Work with case status reason transitions, and configure custom status transitions
- Learn how to manage cases by using Dynamics 365 Customer Service workspace.
This module explains how to:
- Explore the Customer Service workspace.
- Create cases and automate case creation.
- Learn about case management.
- Create and resolve cases.
- Learn about using Microsoft Dynamics 365 Customer Service queues to manage case workloads.
Let's take a look at the following:
- Identify the different types of Microsoft Dynamics 365 queues that are available
- Create a queue, and define queue members
- Assign, pick, and release queue items
- Define routing rule sets to move items to specific queues
- Set up other Dynamics 365 tables so that they can be used with queues
- Learn about service representative collaboration in Dynamics 365 Customer Service.
In this module, you'll:
- Examine embedded chat by using Teams.
- Learn about customer support swarming by using Teams.
- Share Dynamics 365 records within Microsoft Teams.
- Learn how to configure Copilot to use with Customer Service.
This module explains how to:
- Turn on Copilot and features, such as conversation and case summaries.
- Manage fields that provide summaries for representatives.
- Customize how the system delivers conversation summaries to users.
- Configure how to display Copilot features on custom forms.
- Learn how to create records by using the automatic creation and update rules functionality. Additionally, you learn how to use multiple conditions in a single rule to create records differently based on the results.
This module explains how to:
- Learn about automatic record creation and review instances where you can use it.
- Review the process of defining rules by using the Customer Service Hub app.
- Examine rule items, how they're used within a rule, and the process for defining them within a rule.
- Learn how to use Microsoft Power Automate to create the record in the application.
- Learn how to configure the Power Automate flow to map a contact manually.
- Examine how to use the activity monitor to review the status of rules that are being processed.
