Microsoft Dynamics 365 Customer Service

Type

Virtual

Solutions

Classroom ILT

Skill Level

Microsoft Techs: Intermediate

Available dates

January 17, 2023
March 14, 2023

Learning Path

Agile

Virtual

Duration

4 Days

1 Day

TYPE

Virtual

Classroom ILT

LEARNING PATH

Agile

SKILL LEVEL

Microsoft Techs: Intermediate

DURATION

4 Days

AVAILABLE DATES

January 17, 2023
March 14, 2023

Choose date

From: R9 700,00

Price excluding VAT

Introduction

Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers. Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

Audience profile

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.

Job role: Functional Consultant

Pre-requisites

This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.

Course Objectives

After completing this course, students will be able to:

  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process
  • Analyze customer service data
  • Automate case management record processing
  • Create and use knowledge articles
  • Create and use entitlements and service level agreements
  • Work with Omnichannel
  • Work with Connected Customer Service
  • Work with Customer Service Scheduling
  • Work with Customer Service Insights

Microsoft Overview

Skilled Microsoft engineers add significant value to the marketplace by reducing the cost of technology solutions whilst improving efficiency and fuelling innovation. Through authorized Microsoft training, Torque IT empowers engineers, developers and end-users to realise their full potential by providing them with the necessary knowledge and skills to optimise the adoption and use of Microsoft solutions.

Torque IT considers authorised Microsoft training to be an integral part of any Microsoft implementation. Microsoft authorised training, and associated certification, ensures that you get the most from your technology investment and that you are able to operate above the technology curve. Microsoft career certifications are universally recognised as demonstrating a high level of expertise and credibility for individuals and the organisations that employ them.

Authorized Microsoft training and certification is the industry standard for any solution that includes designing, selling, implementing, upgrading, managing, and operating Microsoft solutions.

For 19 years, Torque IT has maintained the status of Gold Learning Partner for Microsoft in South Africa. This is the highest level of accreditation that Microsoft awards to Learning Partners that specialize in technical, product, sales, development, end-user and solutions training.

These achievements reflect our commitment to providing our customers with quality skills development, enablement, training, and certification solutions that demonstrate exceptional depth, breadth, and expertise across Windows Server, Windows Client, Microsoft Virtualization, Microsoft Azure, Office 365, Exchange Server, SharePoint Server, Skype for Business, System Centre Server, Visual Studio and Microsoft Office technologies.

Torque is recognized by Microsoft, and the industry, as having met rigorous standards for educational competency, service, customer satisfaction and investment in Microsoft technologies that will prepare the next generation of IT industry professionals.