Dynamics 365 for Customer Service Bootcamp

About this Course:

Dynamics 365 for Customer Service allows you to deliver true business impact by focusing on engaging customers and increasing satisfaction. Customer Service provides many features and tools that organizations can use to manage the services they provide to external customers, internal employees, as well as 3rd party providers and distributors.

In this bootcamp with hands-on labs, you will learn to:

• Articulate and leverage Dynamics across the case management lifecycle in different key scenarios.
• Map customer business needs to strengths and cautions of the Customer Service app.
• Understand the architecture unique to the Customer Service app, such as unique entities, interfaces, etc.
• Work with the commonly used components in Customer Service, such as USD, SLA’s, Portals, Knowledge, etc; this includes guidance on when to use them, how to use them, and when not to use them.
• Holistically tie together the Business Applications platform to produce impactful customer solutions, leveraging not only Dynamics, but the Power Platform, Microsoft 365 and Azure.
• Understand relevant near-term roadmap concepts that directly correlate/impact CS engagements today.
• Work with the lifecycle tools available, especially with any nuances around Customer Service engagements.
• Stay evergreen on your knowledge by leveraging resources and building an ongoing learning plan.

Detailed Agenda

Audience

Functional Consultant, Application Consultants

Prerequisites 

• Knowledge of basic Dynamics concepts, including foundational architecture (entities, relationships, etc).
• Understanding of common platform features, including Unified Interface, Dynamics mobile app, App for Outlook, etc.
• Basic understanding of shared components such as the Power Platform, Portals, Microsoft 365 and Azure.

Student Requirement for Hosted Labs

Please note that you must bring your own device for this course.

A PC/laptop with high speed internet to execute the online labs provided as part of the course.

If your device requires an adapter for a LAN cable, please bring the adapter with you.

This course will be delivered in English.

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