In this 2 day course you will learn how to configure and use Microsoft Dynamics 365 to manage customer service. You will evaluate and decide how to best use the wide range of options that are available to build effective customer service solutions based on Dynamics 365 platform.
You will be introduced to apps and add-on solutions for Dynamics 365 Customer Service (Voice of the Customer, Portal Services, introduction to the Field Services) and how to use these building blocks to deliver effective results.
You will get hands-on experience setting up and configuring Dynamics 365 and its customer service tools through the real life lab scenarios exercises.
Topics covered by the course:
Understand and differentiate Dynamics 365 Customer Service features
Build complex automations for handling of automatic creation and routing of service related entities
Describe how to build and surface Service Intelligence solutions using Dynamics 365 and Power BI
Summarize the fundamentals about the add-on solutions for Customer Service: Voice of the Customer, Field Service and Portal Solutions
Build advanced solutions by extending Dynamics 365 Customer Service functionality, modifying built-in processes and customizing user experiences
Use Dynamics 365 cases, entitlements, SLA’s and other components to deploy advanced customer service scenarios
Create, Deploy and Manage Knowledge Management Solutions
How to deliver successful solution DEMOs
Partner resources, learnings and exams
This training is intended for functional and technical consultants who are looking to extend their knowledge of Customer Service in Dynamics 365 and need deeper understanding of Customer Service in Dynamics 365.
This course will help participants to gain insight on how to effectively build solutions for Dynamics 365 Customer Service scenarios using out-of-the-box features and add-on solutions, but also what are the options to extend and customize the system.
Technical level: 300
About the trainer:
Ivica Ivancic is Dynamics 365 Customer Engagement Technical Architect working in Microsoft. His passion and expertise have always been around architecture of the different business applications using the cutting edge technologies. With more than 10 years of Microsoft Dynamics experience he has moved from the software developer over project manager and team lead, to the business development and solution architect. Currently engaged with leading Microsoft partners to build customer solutions based on the Dynamics 365 platform.
This 2 day workshop will be organized in the following schedule: