Introduction to Dynamics 365 Customer Service
One-day hands-on workshop to introduce attendees to Dynamics 365 Customer Service
Course Duration: 1 day
This is an introductory, instructor led 1-day training session to introduce attendees to Dynamics 365 Customer Service. The workshop will give attendees hands-on experience with the tool and demonstrate a high-level of its capabilities for empowering service team members and managers, working on cases and resolving customer issues.
Trained by Dynamics 365 experts
Learn from our skilled Dynamics 365 consultants who are also certified trainers.
Certification pathway
Explore the certifications that are applicable for both personal and organisational growth.
Recognition as a high-skilled professional
Stay ahead of the technology curve by acquiring and growing your knowledge in the Dynamics 365.
Session Topics
- Introduction to Dynamics 365 Customer Service: Overview & Capabilities
- Working with Cases
- Dashboards and Reporting
- Knowledge Management
- Manage Service Level Agreements (SLAs)
- Customer Service Workspaces
- Customer Service Admin Center App
Outcomes
Understand the capabilities of Dynamics 365 Customer Service and its benefits for service teams and the whole organization
Understand how to navigate Dynamics 365 Customer Service including search, filtering, forms, views and business process flows
- Create and work with cases
- Manage the case resolution process Manage activities, emails and tasks during the case cycle
- Use and create dashboards for reporting
- Create and share knowledge base articles
- Define and create SLAs
- Work on multiple sessions at a time with Customer Service Workspaces
- Route cases to teams and agents based on rules
Pricing
Fixed Price based on up to 15 participants before additional Barhead resourcing is required to support the room.
Prerequisites: Customer participants provide their own laptops for the training. Barhead will provide access to a trial environment for hands-on component of training.
Note: Sales for Enterprise licensing will be needed in order to benefit from some of the training content.
Barhead provides global-enterprise level services
Power Platform tools – Power Apps, Power Automate, Power BI and Power Virtual Agents
Business solutions for standalone apps, or apps that extend existing Microsoft solutions
Pre-built solutions from Barhead’s research and development team
Deployment models, best practices and governance
Offerings and Delivery Models that are Tailored to Specific Demands
Leverage Microsoft Solutions and Realise Value Faster
Foundation Modules
- Introduction to Dynamics 365 Sales – One-day hands-on workshop to introduce attendees to Dynamics 365 Sales
- Introduction to Dynamics 365 Customer Service – One-day hands-on workshop to introduce attendees to Dynamics 365 Customer Service
- Dynamics 365 Marketing in a Day – One-day hands-on workshop to introduce marketers to Dynamics 365 Marketing
- Power Up with Power Apps – Build custom business applications with Dataverse and Power Apps
- Power Up with Power Apps for IT Professionals – One-day hands-on workshop to build custom business applications via the low-code, no-code capabilities of Power Platform
- Dynamics 365 Sales Pre-Project Training – One-day training session on Dynamics 365 Sales for project stakeholders and end users
- Dynamics 365 Marketing Pre-Project Training – One-day training session on Dynamics 365 Marketing for project stakeholders and end users
- Dynamics 365 Customer Service Pre-Project Training – One-day training session on Dynamics 365 Customer Service for project stakeholders and end users
Trainer Enablement
- Train the Trainer – Training session delivered to a select group of the client project team, who will be responsible for training the rest of their staff on the system
User Training Program
- End User Training – Training session delivered to the client’s system end users towards completion of a project. The aim is to prepare attendees with how to use the solution built to do their job.
Certifications
- PL-900: Microsoft Power Platform Fundamentals – One-day certification training to take your team’s expertise in the Power Platform to the next level via a Microsoft-recognised certification.
- PL-100: Microsoft Power Platform App Maker Certification Training – Four-day certification training to take your team’s expertise in Power Platform App Maker via a Microsoft recognised certification
- PL-200: Microsoft Power Platform Functional Consultant Certification Training – Five-day certification training to take your team’s expertise in building Power App solutions to the next level via a Microsoft-recognised certification
- MB-910: Microsoft Dynamics 365 Fundamentals Certification Training – One-day certification training to take your team’s expertise in Dynamics 365 Customer Engagement to the next level via a Microsoft-recognised certification
- MB-210: Microsoft Dynamics 365 Sales Functional Consultant Certification Training – Three-day certification training to take your team’s expertise in Dynamics 365 Sales to the next level via a Microsoft recognised certification
- MB-220: Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultant Certification – Four-day certification training to take your team’s expertise in Dynamics 365 Customer Insights (Journeys) to the next level via a Microsoft-recognised certification.