Work with cases in Dynamics 365 Customer Service
- Offered byMicrosoft
Work with cases in Dynamics 365 Customer Service at Microsoft Overview
Duration | 4 hours |
Total fee | Free |
Mode of learning | Online |
Schedule type | Self paced |
Difficulty level | Beginner |
Official Website | Explore Free Course  |
Credential | Certificate |
Work with cases in Dynamics 365 Customer Service at Microsoft Course details
- Get started with Dynamics 365 Customer Service
- Managing cases with Dynamics 365 Customer Service Hub
- Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
- Agent collaboration in Dynamics 365 Customer Service
- Create or update records automatically in Customer Service Hub
- This learning path focuses on case management capabilities of Dynamics 365 Customer Service including options for creating cases, managing the case resolution process, working with case hierarchies, and merging similar cases
- This learning path helps prepare you for Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
- Learn how to create records by using the automatic creation and update rules functionality
Work with cases in Dynamics 365 Customer Service at Microsoft Curriculum
Get started with Dynamics 365 Customer Service
Introducing Dynamics 365 Customer Service
Customer Service core components
Understand the modern customer journey
Check your knowledge
Summary
Managing cases with Dynamics 365 Customer Service Hub
Case management overview
Case creation and lifecycle
Considerations for case creation automation
Exercise - Create and resolve cases
Case management scenarios
Case management dashboard scenarios
Case management work with cases scenarios
Work with status reason transitions
Exercise - Manage cases in Microsoft Dynamics 365
Check your knowledge
Summary
Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
Introduction to Microsoft Dynamics 365 queues
Configure tables for queues
Create a Microsoft Dynamics 365 queue
Work with queues
Exercise - Use queues to manage case workloads
Routing rule sets
Exercise - Use routing rules to assign cases to specific queues
Check your knowledge
Summary
Agent collaboration in Dynamics 365 Customer Service
Introduction
Configure Microsoft Teams chat in Customer Service
Leverage embedded Teams chat in Customer Service
Microsoft Teams meeting integration in Dynamics 365
Configure customer support swarming for complex cases
Use customer support swarming
Check your knowledge
Summary
Create or update records automatically in Customer Service Hub
Introduction
Set up rules to create or update records automatically
Configure rules for creating or updating records automatically
Map records manually with Power Automate
Complete and activate your rule
Use the activity monitor to review and track rules
Check your knowledge
Summary
Work with cases in Dynamics 365 Customer Service at Microsoft Entry Requirements
- Have a trial subscription for Dynamics 365 Customer ServiceBasic understanding of how to navigate the Dynamics 365 applicationWorking knowledge of the core records available
- Not mentioned
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Work with cases in Dynamics 365 Customer Service