Dynamics 365 for customer engagement for customer service

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out-of-the-box capabilities, codeless extensibility, application, and service integrations.

This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

Module 1: Customer Service Overview

In this module students will learn the basics of customer service in Dynamics 365. Students will install and configure the application, as well as learn about security roles, related applications, and analytics.

Module 2: Case Management

In this module students will learn how to open and resolve customer service cases, both manually and with automation.

Module 3: Service Level Agreements and Entitlements

In this module students will learn how to define and use entitlements and entitlement templates, as well as service level agreements and how these tools enable case resolution.

Module 4: Knowledge Management

In this module students will learn how to create and use knowledge management. Additionally, students will learn the lifecycle of knowledge articles.