Dynamics 365 Customer Service Key Features.

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. Prerequisites This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role.

• Customer Service Overview:
• Create case records.
  • Related service apps.
   • Analytics for service.
   • AI for service.
   • Configuring customer service.
• Install and configure the customer service application.
  • Identify common customer service scenarios.
• Case Management.
• Case management overview.
  • Creating case records.
  • Queue management.
  • Case routing.
  • Resolving cases.
• Open and resolve customer service cases.
  • Automate case creation and routing.
• Service Level Agreements and Entitlements.
  SLA and entitlement overview.
  • Create and manage entitlements.
  • Create and manage SLAs.
  
  
• Create and use service level agreements.
• Create and use entitlements.

• Knowledge Management.
  Knowledge management overview.
  • Authoring and organizing.
  • Use knowledge content.
  • Manage knowledge content.

Create and manage knowledge content