Microsoft Dynamics 365 Customer Service Training

There are no pre-requisites for this course.

Please note: Before attending this class delegates must have a Microsoft account (signing up one is free). The instructions on how to set up a Microsoft account can be found here.

On completion, delegates will learn how to:

Establish Service Management within their organisations on a firm foundation of:

• Cases, recording Customer issues, requests and problems.
• Service Level Agreements, specifying a minimum, guaranteed standard of Service.
• Entitlements, defining the contractual agreement to provide service.

Delegates will also make use of a Subject Tree for classification purposes, and the Knowledge Base to provide Service Personnel with supporting information to help with Case Resolution.

Analytics will be supported by a specific module covering Reports, Charts and Goal Management.

In the final module, Delegates will learn how to implement a Service, assembling Resources, checking Capacity and timetabling Service Provision.

Module One: Introduction to Service Management

Module Objectives:

• Define Service Management.
• Look for patterns consistent with good and bad service.
• Examine a current Service Management strategy.
• Understand the fundamental record types used in Service Management.

The first module also introduces the rolling scenario used through this course. (This scenario is also used by the companion Sales Management course . These two courses, taken together, make up the set of CRM 'Applications' courses that can be packaged with the CRM 2015 Customisation and Configuration course ) into a five-day 'Fast Track' experience.

In this module, delegates be introduced to each of the fundamental record types which underpin service provision. There are no Walkthroughs in Module One

• Lab: Create a Subject Tree for Classification.

Module Two: Building a Knowledge Base

Module Objectives:

• Understand the need for and the constituent parts of the Knowledge Base.
• Examine the set of available Knowledge Base Templates.
• Create a new Knowledge Base Template.

There is a single Walkthrough in this module, designed to step delegates through the important first step in creating an Article:

• Create a new Knowledge Base Template

The second module examines the process of designing templates to support the creation of KB Articles. Delegates will examine the entire process, from creating a Draft Article using a Template they've created, through the submission of the Draft Article for approval, to final Publication. The module also covers the range of search techniques in place to find specific KB Articles.

• Lab: Create and Extend a new Knowledge Base Article.

Module Three: Case Management

Module Objectives:

• (Be able to) Record Customer issues using Quick Create/Standard Case forms.
• Merge related Cases.
• Create Parent/Child Cases.
• Attach your KB Article to a Case.

The third module examines the different ways in which a Case can be efficiently handled and resolved. Delegates will examine the structure of the CRM 2015 Case form (including the Quick Create Case form). Particular attention will be paid to the Process Ribbon as a way of guiding Users through an important series of steps, from Identification of an issue, through Research to Resolution.

There's discussion of the differences between Merging Cases and establishing a Parent/Child Case relationship. There are Walkthroughs throughout the module, designed to step delegates through important topics:

• Creating a new Service Account.
• Quick-create a new Case.
• Convert Activities to Cases.
• Managing Cases using Parent/Child relationships.
• Attaching a Knowledge Base Article to a Case.

Lab One: Merging Cases.

Module Four: Service Level Agreements and Entitlements

Module Objectives:

• Create and Test an Enhanced SLA.
• Establish KPIs to measure Compliance with the terms of an SLA.
• Define the Success, Warning and Failure outcomes associated with Compliance/Non-Compliance.
• Define Entitlements to deliver a guaranteed level of support through specific Channels.

This module looks into the ways in which a service-driven organisation can constantly assess their commitment to service provision against a well-established set of metrics (KPIs). Module Four focuses first of all on the Service Level Agreement, discussing the benefits of choosing an Enhanced over a Standard SLA, and in the second part of the module, examines Entitlements which can tailored to a Customer's precise requirements.

Walkthroughs in this module include:

• Creating an Enhanced SLA.
• Building Customer Service and Holiday Schedules for SLAs.
• Creating a 'First Response' KPI.
• Creating a Default SLA.
• Creating an Entitlement Template.
• Creating an Entitlement based on the Template.
• Customising the Entitlement Form.
• Establishing a Routing Rule Set.
• Lab One: Creating the 'Resolve By' KPI.
• Lab Two: Create a 'restrictive' Entitlement specifying products covered, etc.

Module Five: Reports, Charts and Goals

Module Objectives:

• Note the range of pre-defined Service Management reports.
• Create a Custom Report using the Report Wizard.
• To use PowerShell to modify Crm Dashboards.
• Configuring Goal Metrics.
• Establish Individual, Team and Organisation Goals.

Walkthroughs in Module Five include:

• Adding fields to the Case form to track 'On-Hold' time.
• Configuring Goal Metrics for Service Management.
• Create and manage individual Goals.
• Create and manage Team Goals.
• Lab One: Create a Report to track Cases approaching Non-Compliance.
• Lab Two: Charting SLAs by Status.
• Lab Three: Creating/Modifying a Service Dashboard.
• Lab Four: Creating Parent/Child Goals.

Module Six: Service Scheduling

Module Objectives:

• To understand the benefits of Service Scheduling.
• To create an appointment-based Service that can be scheduled on the Service Calendar.
• To incorporate Customers' preferences for service-providers, etc.
• To define a complex Selection Rule using Resource Groups.

The final module departs from Service Management issues to explore Dynamics CRM 2015's ability to schedule Service Provision, offering a range of appointment types. The Service Calendar is used to make and track booking for the delivery of requested services.

Resource Rules can be defined to provide the necessary balance of resources required to provide a service, and individual resources can be assembled into dynamic Resource Groups.

There is a single Walkthroughs in the final module:

• Settings Employee's Work Schedules.

Followed by:

• Lab One: Create a Team-Based Service - Component Testing.
• Lab Two: Incorporate Customer Preferences in the scheduling of a Service.