Microsoft Dynamics 365 for Customer Service and Copilot (55260) - Courseware Only

This course provides students with an introduction to Microsoft Dynamics 365 Customer Service capabilities by building a foundational understanding of the key features. The main end-user features of Dynamics 365 Customer Service Hub are introduced including how to Navigate through the Customer Service features, utilising Cases, managing Service Level Agreements for Dynamics 365 Customer Service, and visualizing customer service data via custom charts, dashboards and reports.

Students will learn important end user skills including how to proficiently work in Microsoft Dynamics 365 Customer Service Hub and increase productivity using AI tools to manage cases and service level agreements, work with customer service queue and visualise customer service data.

 

Audience profile

This course has been designed to apply to end users of Microsoft Dynamics 365 Customer Service Hub.
It is recommended that attendees of this course have an existing working knowledge of Microsoft Office, Microsoft Excel and Microsoft Outlook. However, this course assumes no prior knowledge of Microsoft Dynamics 365.

 

At course completion

After completing this course, students will be able to:

• Navigate and use the key Customer Service features of Dynamics 365.
• Create, assign and resolve cases in Dynamics 365.
• Create and manage Service Level Agreements for Dynamics 365 Customer Service.
• Link Customer Service Cases to a Customer Service Queue.
• Effectively operate the Dynamics 365 Customer Service Hub
• Work with customer service insights data and create data visualizations such as charts and dashboards.
• How to leverage AI through Microsoft Copilot to increase effciencies and optimize the Case resolution process.  

 

 

Module 1: Introduction

This module provides an introduction to the lab environment, lab settings and an orientation of the various Dynamics 365 Customer Service Features.

Lessons

• Set up a trial of Microsoft Dynamics 365
• Sign in to Microsoft Dynamics 365
• Install Sample Data
• Explore Service features in Dynamics 365
• Configure Copilot for Dynamics 365 Customer Service

Lab 1: Set up your Lab Environment

Lab 2: Exploring Customer Service Features

Lab 3: Set up Copilot

 

Module 2: Working with Cases

This module will provide the user with the skills needed to create, manage and close Customer Service cases.

Lessons

• Create a Case Record
• Assign a Case
• Resolve a Case
• Reactivate a Case
• Cancel a Case
• Working with Cases and Copilot

Lab 1: Working with Cases

Lab 2:  Case Resolution with Copilot

 

Module 3: Service Level Agreements for Dynamics 365 Customer Service

This module presents the user with the skills needed to create, manage and apply service level agreements to clients and cases in Dynamics 365.

Lessons

• Create a Customer Schedule
• Create a new Service Level Agreement
• Activate a Service Level Agreement
• Create an Entitlement
• Relate a Case to a Service Level Agreement
• Review SLA KPI’s on the Case Form          

Lab 1: Service Level Agreements and Entitlements

 

Module 4: Working with Customer Service Queues

This module presents the user with skills needed to create and use Queues in customer service scenarios – as to organise and monitor goal progress.

Lessons

• Creating Queues
• Create a Case Routing Rule
• Route a Case to a Queue
• Route a Case to a Queue with Copilot

Lab 1: Create a Case Routing Queue

Lab 2: Working with Queues and Queue Items 

Lab 3: Collaborate with Copilot

 

Module 5: Using the Customer Service Hub

This module provides the user with an orientation of the customer service hub, and a guide to its many applications in managing customer service scenarios.

Lessons

• Explore the Customer Service Hub
• Manage Streams in the Customer Service Hub
• Resolve a Case in the Customer Service Hub
• Create a KB Article in the Customer Service Hub
• Manage KB Articles in the Customer Service Hub
• Relate a Case to a Customer Service Hub KB Article

Lab 1: Using the Customer Service Hub

Lab 2: Using the Knowledge Base and Copilot

 

Module 6: Exploring Service Data, Reports, and Insights.

This module presents the user with the skills needed to obtain, visualise, and display Dynamics 365 Customer Service and Customer Service Insights data in custom charts and dashboards.

Lessons

• Exploring the Case Summary Table Report
• Exploring the Neglected Cases Report
• Explore the Case Charts
• Create a custom Service Chart
• Explore the Service Dashboards
• Create a custom Service Dashboard
• Working with the Customer Service Insights Dashboards
• Working with Copilot to gain Customer Service Insights 

Lab 1: Explore the Service Reports

Lab 2: Explore the Service Charts and Dashboards

Lab 3: Explore Insights with Copilot

 

No previous experience of Microsoft Dynamics 365 or Dynamics 365 Customer Service Hub is needed to sit this course. This course applies to end users and provides at foundation for subsequent learning and courses.