This course has been formulated to empower Customer Service professionals with technical skills and understanding to provide support to business customers and track both individual and business progress over time. The course will give an overview of the customer service process in different organizations. This course will be delivered using real business type scenarios to help you understand the end-to-end Customer Service support capability of the platform (CoTS and bespoke capabilities). The sessions will involve Hands-on Training (HoT) Labs and interactive interview scenarios.
Shop
Dynamics 365 for Service Management Professionals
£2,922.00
Description
Course Content
Introduction to Service management concepts
System overview and navigation
Case management
Service activities management (Tasks, emails, phone calls etc.)
SLAs & Service Contract Management
Queues and Queue item Management
Dynamics 365 Knowledge Base and KB Article management
Reporting and dashboards (reports, charts & dashboards)
Interview Questions & Answers
14-day Checklist for Customer Service Pros
Duration
6 Days
