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- Learn how to create and manage service-level agreements in Dynamics 365 Customer Service.
In this module, you'll:
- Set up business hours, closures, and holiday calendars.
- Create service-level agreements and define their details.
- Define custom KPIs.
- Manage service-level agreements.
- This module will focus on Microsoft Dynamics 365 entitlements and how they're used to define and track information about support contracts. It includes information about creating and defining entitlements, setting up entitlement terms and types, defining related records, and managing the entitlement lifecycle.
In this module, you'll:
- Create and define entitlement records
- Control when an entitlement is applied
- Define specific entitlement terms and supported channels
- Define entitlements that are product-specific or contact-specific
- Work with multiple entitlement records for a specific customer
- Use entitlement templates to quickly create new entitlements
