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

Learn to create and manage Dynamics 365 cases, search case records, and convert email or phone activities into cases, applying routing, automatic creation and update rules, and merging parent-child cases.

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.

Learn to manage case lists and views in Dynamics 365, including active, all, and resolved cases, with accounts or contacts able to raise multiple cases and follow and tailor views.

Learn to search for case records in Dynamics 365 using quick search, global search, and advanced find with wildcards, filters, and saved personal views.

Create a case in Dynamics 365 using quick create, case form, or by converting an activity such as email or phone call, following the business process flow.

Master the case resolution process in Dynamics 365, from identifying and researching the issue to online resolution, owner assignment, and case closure with knowledge base creation.

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.

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.

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.

Learn to manage Dynamics 365 case lists and views, search and create cases, convert activities to cases, resolve cases, and implement routing, auto rules, and merging and parent-child relationships.

Learn to search, associate, and publish knowledge base articles in Dynamics 365, use them to resolve cases, format content, and attach to emails for customers.

Learn to search published Dynamics 365 articles using keywords, article numbers, titles, subjects, and full-text search, with wildcards, and configure keywords and subjects to improve findability.

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.

Learn to approve and reject knowledge base articles in Dynamics 365, manage the draft-to-published workflow, provide constructive rejection comments, and resubmit updates for approval.

Explore the newer knowledge articles in the customer service hub, upgrade older articles, and craft rich content with images, tables, html, and anchors, then track versions and publish.

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.

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.

Learn to search knowledge base articles by number, full text, or subject, associate them with cases, use templates and formatting, compare versions, and attach articles to emails.

Learn to configure Dynamics 365 by installing sample data and language packs, set up server site synchronization for email, and configure SharePoint integration for document management.

Understand the hardware and software requirements for the Dynamics 365 email router, including 32/64-bit processors, RAM, disk space, and Windows platforms; note its discontinuation in favor of server side synchronization.

Configure server-based SharePoint integration in Dynamics 365 to manage documents, upload from within the app to SharePoint Online, and enable OneDrive for business privacy and versioning.

Review module configurations in dynamics 365, covering sample data installation and removal, language packs, server-side synchronization, SharePoint integration, and deprecated email router guidelines.

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.

Explore how the customer service hub's multi-stream dashboards empower tier 1 agents to view data from multiple entities, apply visual filters, and perform bulk actions from a single dashboard.

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 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.

Review how to use single and multi stream dashboards, visual filters, and charts in the customer service hub, then manage queues and cases from streams and see their dashboard impact.