What you'll learn
Case Management in Detail
Knowledge Management
Service Level Agreements
Entitlements
Service Scheduling
Customizing Customer Service Module
Omni-Channel Management

Requirements
Be able to configure entities/tables in Dataverse

Description
Learn from Udemy's top-rated trainer, Satish Reddy, who has helped thousands of students worldwide master Microsoft Dynamics 365 and Power Platform. Satish's hands-on approach and clear explanations will make complex concepts easy to grasp and apply in real-life scenarios.With 24 high-quality video lessons, hands-on exercises, and practical case studies, you'll learn:Core Concepts: Understand the fundamentals of Microsoft Dynamics 365 Customer Service, including its architecture, components, and user interface.Configuration & Customization: Master the art of customizing and configuring the platform to meet your unique business requirements, including creating custom tables, fields, and forms.Case Management: Learn how to create, manage, and resolve customer cases efficiently, improving response times and ensuring customer satisfaction.This course is perfect for:IT professionals aiming to expand their expertise in Microsoft Dynamics 365 Customer Service module.End users looking to specialize in the Dynamics 365 Customer Service module. Customer service professionals looking to level up their skills and provide better support to their customers. Business owners seeking to improve customer satisfaction and retention. Zero Risk Investment: Remember, you have absolutely nothing to lose! With Udemy's 30-day money-back guarantee, you can enroll in "Microsoft Dynamics 365 Customer Service Mastery" with complete confidence. If you're not satisfied with the course, simply request a refund within the first 30 days, no questions asked. Enroll now and start your journey towards exceptional customer service!

Overview
Section 1: Introduction to Customer Service

Lecture 1 Introduction

Lecture 2 Creating a Trial account

Section 2: Basic Case Management

Lecture 3 Case Walkthrough

Lecture 4 Case Management

Lecture 5 Stages in Case Lifecycle

Lecture 6 Case Status

Lecture 7 Customer Service Admin Center

Section 3: Advanced Case Management

Lecture 8 Customizing Case Resolution Form

Section 4: Queues & Routing Rules

Lecture 9 Queues

Lecture 10 Routing Rules

Lecture 11 Converting Activity to Case

Lecture 12 Subjects

Section 5: Case Relationships

Lecture 13 Parent & Child Cases

Lecture 14 Merging Cases

Section 6: Email Configuration

Lecture 15 Email Configuration

Lecture 16 Automatic Conversion of Emails to Cases

Section 7: Knowledge Base (KB) Management

Lecture 17 Introduction to Knowledge Base Articles (KB Articles)

Lecture 18 Knowledge Base Article creation and resolution

Lecture 19 KB Article Versions

Lecture 20 Creating KB Article from a Template

Lecture 21 Convert Cases to KB Articles

Lecture 22 KB Article Settings

Lecture 23 Service Providers

IT professionals aiming to expand their expertise in Microsoft Dynamics 365 Customer Service module.,End users looking to specialize in the Dynamics 365 Customer Service module.,Customer service professionals looking to level up their skills and provide better support to their customers.,Business owners seeking to improve customer satisfaction and retention.,Architects & Business Analysts

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