Master Dynamics 365 Cases, KB & Customer Service Hub (CSH)

Name: Master Dynamics 365 Cases, KB & Customer Service Hub (CSH)
Rating: 4.1 (137 reviews)

Learn about Cases, Knowledge Base, Customer Service Hub in Microsoft Dynamics 365 Customer Engagement.

Created byOnline CRM Training (3E Consulting Private Limited), Learn MS Dynamics (www.learnmsdynamics.com)

Last updated 8/2019

English

What you'll learn

Learn every topic in detail for Microsoft Dynamics 365 For Customer Service (Cases, Knowledge Base, Configuration and Customer Service Hub - Part 1 or MB2-718)
Prepare for MB2-718 certification (Part 1/5) by watching videos and practising on Dynamics 365.
Able to learn from certification exam preparation notes for high chances of passing the MB2-718 certification
Be confident to configure Dynamics 365 for Customer Service

Course content

6 sections • 38 lectures • 4h 33m total length

Important - Must Read0:19
Welcome & What To Expect?8:05
Welcome to Microsoft Dynamics 365 Customer Service course. In this video, you will learn what's inside this course.
IMPORTANT: Dynamics 365 New Interface (Must Watch)4:38
Watch this video to understand the dynamics 365 new interface, explore the left navigation, switch between sales and customer service, and access settings via the gear icon and advanced settings.

Module Overview0:59
Understand Important Terms10:34
Understand the terms of Dynamics 365 customer service management, including cases, activities, queues, accounts, contacts, knowledge base articles, and sla, and OCT demo company’s training and 30 days of support.
Case Management Process Flow4:11
Manage Case Lists And Views7:21
Search For Case Records12:33
Create A New Case Record16:06
Case Resolution Process14:59
Implement Case Routing Rules19:12
Learn to implement case routing rules in Dynamics 365, mapping cases to queues or users by priority; configure automatic and manual routing, and utilize conditions, actions, and email-driven case creation.
Setup & Configure Case Creation And Update2:33
Activate automatic record creation and update rules to create cases and route records to a queue when criteria are met, using sources such as email, phone calls, and appointments.
Implement Parent-Child Cases13:22
Merge Cases8:48
Learn how to merge related Dynamics 365 cases up to ten at a time, merging open activities into a single primary case while canceling others, including parent-child scenarios.
Module Review1:50

Module Overview0:47
What is KB Articles And Templates2:52
Search For Articles9:48
Create And Manage KB Article Templates7:50
Create and Manage KB Articles8:06
Create and manage knowledge base articles in Dynamics 365 using a reusable template to guide service agents through step-by-step customer setup in NAV 2018, including drafting, formatting, and publishing workflows.
Approve & Reject KB Articles7:20
Knowledge Articles (Newer Version)21:47
Associate KB Articles To Resolve Cases6:34
Associate KB articles with cases in Dynamics 365 to resolve issues. Search and attach relevant KB articles from the KB records tab to guide customers.
Attach KB Articles To Emails5:34
Learn how to attach KB articles to emails in Dynamics 365, insert article content into the email body, and link emails to cases for faster customer resolution.
Module Review1:18

Module Overview1:36
Learn to implement single and multi stream dashboards in the Dynamics 365 customer service hub, manage queues and cases from the stream, perform case closures, and see live status updates.
CSH Multi-Stream Dashboards16:03
CSH Single-Stream Dashboards4:50
Explore single stream dashboards in the Dynamics 365 customer service hub, delivering a focused view of active cases with charts and filters for tier 2 agents.
Manage Queues & Cases From Streams10:03
Manage queues and cases from multi-stream and single-stream dashboards in the Dynamics 365 customer service hub, including case details, timeline, notes, and knowledge base integration.
Module Review1:06

Requirements

You should have basic knowledge of Microsoft Office applications like Outlook, Excel.
You should be comfortable in using Computer/Laptop and surf internet
Basic understanding of Microsoft Dynamics 365

Description

Do you want to become an expert in Microsoft Dynamics 365 For Customer Service Knowledge Base, Cases and Customer Service Hub?

If yes, then this course is for you.

It covers managing Cases, Knowledge Base Articles and Customer Service Hub (formally Interactive Service Hub).

WHY TAKE THIS COURSE?

Did you know, Microsoft Dynamics 365 is a cloud based Enterprise Business Solution that help companies in Sales Force Automation, Improve Customer Experience, Field Service management, Project Service Automation, Manage Financials and Operations for any business?

Dynamics 365 is one of the primary focus of Microsoft and a lot of innovation is happening towards the improvement of this product and the companies who use Dynamics 365.

If you are a Consultant or an aspiring Consultant, then this course will help you understand Customer Service of Dynamics 365.

So, go ahead, enroll in this course to become an expert.

Wish you all the very best.

Who this course is for:

Microsoft Dynamics professionals looking to learn Microsoft Dynamics 365 Customer Service and prepare for MB2-718 Certification Exam
Professionals who want to boost their career growth by passing MB2-718 (Microsoft Dynamics 365 For Customer Service) Certification (Any Technology or Business Field)
Microsoft Partners who want their employees to learn about Microsoft Dynamics 365 Customer Service and prepare for MB2-718 Certification

Master Dynamics 365 Cases, KB & Customer Service Hub (CSH)

What you'll learn

Explore related topics

Course content

Part 1/5 - MB2-718 Certification Program3 lectures • 13min

Create and Manage Cases12 lectures • 1hr 52min

Create and Manage the Knowledge Base10 lectures • 1hr 12min

Configure Microsoft Dynamics 3657 lectures • 39min

Manage the Customer Service Hub (Interactive Service Hub)5 lectures • 34min

Next Steps1 lecture • 4min

Requirements

Description

Who this course is for: