Case Management and Knowledge in Dynamics 365 Customer Service
Cases, queues, entitlements, service level agreements and knowledge management.
MSBA-282 12 lessons planned ▶ Video lessons coming soon
Offered by HSM University · Microsoft Certification Prep
Course content
- 1Customer Service apps overviewComing
- 2Cases and the case lifecycleComing
- 3QueuesComing
- 4EntitlementsComing
- 5Service level agreementsComing
- 6Knowledge articlesComing
- 7Parent and child cases, mergingComing
- 8Customer service scheduleComing
- 9Customer surveysComing
- 10Customer Service workspaceComing
- 11Dashboards and analyticsComing
- 12Case study: a help desk for a utilityComing
Requirements
Recommended background. You can start any course at any time.
Description
Cases, queues, entitlements, service level agreements and knowledge management.