Learning Microsoft Dynamics for Customer Service

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Dian Taylor

1:33:09

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1. Introduction

001. Discover Dynamics 365 Customer Service.mp4

00:46

002. Understanding Dynamics 365 customization.mp4

00:44

2. Dynamics 365 Customer Service The Basics

003. What is Dynamics 365 Customer Service.mp4

01:25

004. Navigating in Dynamics 365.mp4

06:11

005. Access and sorting records and views.mp4

04:47

006. Use quick create to create a new record.mp4

03:33

007. Build queries with Advanced Find.mp4

07:32

008. Work with search in Dynamics 365.mp4

02:35

009. End-user personalization options.mp4

03:21

010. Customer Service Hub vs. Customer Service workspace.mp4

04:45

3. Case Management

011. What is a case.mp4

01:04

012. Various ways cases can be created.mp4

04:43

013. Streamline processes with business process flows.mp4

03:38

014. Using the timeline to track activities and notes to a case.mp4

01:40

4. Service Level Agreements and Entitlements

015. Service level agreement administration.mp4

05:44

016. Using service level agreement with cases.mp4

04:00

017. Entitlements in case management.mp4

06:32

5. Knowledge Articles

018. Managing knowledge articles.mp4

06:15

019. Using knowledge articles with cases.mp4

03:01

020. Using knowledge search.mp4

01:58

6. Queue Management

021. Managing queues.mp4

01:17

022. Routing rules and assignment.mp4

01:22

7. Reporting and Analytics in Dynamics 365

023. Charts and dashboards.mp4

06:23

024. Interactive dashboards.mp4

04:18

025. Customer Service historical analytics.mp4

02:29

026. Excel templates.mp4

02:21

8. Conclusion

027. Learn more about Dynamics 365 Customer Service.mp4

00:45

Description

If you’re looking for a more effective way to manage your customer base, why not try Microsoft Dynamics 365 Customer Service? The Dynamics 365 Customer Service suite offers you a host of easy-to-use tools to improve collaboration with your customers, resolve key issues, and provide exceptional support to your customer base in a more meaningful, iterative way.

Join instructor Dian Taylor and discover the full benefits of the suite, from the basics of setup to data recording and analytics. Learn how to manage customer cases, including how to create, view, and edit cases, curate knowledge base articles, and integrate your work with other parts of Dynamics 365, such as Sales. Get tips on case management, service-level agreements and entitlements, queue administration, and related apps, as you prime your skill set to continually improve customer satisfaction, retention, and more.

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Customer Service

Microsoft Dynamics 365 Business Central

Dian Taylor

Instructor's Courses

Dian Taylor is a Microsoft Business Applications MVP and Dynamics 365 (CRM) Presales Engineer (Director) at RSM. She is a seasoned pre-sales and implementation consultant specializing in Microsoft Dynamics 365 (CRM) since 2011. Dian has been involved in solution designing, implementing, configuring and customizing several complex scenarios in various industry sectors. She has the unique ability to clarify CRM strategies and objectives: modeling and optimizing business processes, defining user requirements, designing fit for purpose and cost effective CRM solutions. D365-CE modules: Sales, Custer Service, Marketing, Field Service, Project Service Automation & Omnichannel for Customer Service. Besides Dynamics 365, Dian works with Power Platform components like Power Automate, Power Virtual Agent, etc. She has also created several courses on LinkedIn Learning. Blog: https://D365Goddess.com

Linkedin Learning

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LinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications. It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.