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M55260 Microsoft Dynamics 365 for Customer Service

This course provides students with a detailed hands-on experience of the Service features and components of Microsoft Dynamics 365.

Attendees of this course will gain an in-depth understanding of the Service Case Management Process in Dynamics 365, including learning how to track and resolve customer requests with Case records, collaborate on issues using Queues, use Service Level Agreements (SLA) to manage service entitlements and utilize the Knowledge Base to resolve customer issues faster. The Interactive Service Hub and Service Analysis features such as the Service Reports, Service Goal Management, Service Charts and Dashboards are also presented in this course.

The course applies to both Business and Enterprise Editions of Dynamics 365 as well as Online and On-premise deployments.

Audience profile

This course is intended for Customer Service Representatives (CSR), Service Managers and End-users who have an interest in the Service components of Dynamics 365.


Before attending this course, students must have:

  • A working knowledge of Microsoft Dynamics 365 or Microsoft Dynamics CRM
  • OR
  • Successful completion of the ‘Introduction to Microsoft Dynamics 365’
After completing this course, students will be able to:
  • Understand the features and tools that exist in Microsoft Dynamics 365 for CSR’s and Service Managers
  • Be familiar with the stages of the Service Case Management Process in Microsoft Dynamics 365
  • Understand the fundamentals of Case Management. Be able to track, manage and resolve customer service requests using Case records in Microsoft Dynamics 365
  • Know how to assign, resolve, reactivate, cancel and delete Case records
  • Understand the significance of Service Level Agreements and how to create a Customer Schedule and apply SLA’s to Customer and Case records through Entitlements
  • How to setup and configure Queues and use Queue’s to collaborate on Cases with other CSR’s and Teams
  • How to implement a Case Routing Rules, and utilize Queue Items in Processes
  • Understand the process to create and manage Knowledge Articles in the Knowledge Base
  • Be familiar with the Knowledge Base approval process
  • How to search the Knowledge Base and relate Knowledge Articles to Case records
  • How to provision and navigate the Interactive Service Hub
  • Effectively interact with the Interactive Service Hub Filters, Visualizations and Dashboards
  • Create and manage Knowledge Articles in the Interactive Service Hub
  • Perform Case Management in the Interactive Service Hub
  • Explore the Service Reports and create a custom Service Report using the Reporting Wizard in Microsoft Dynamics 365
  • Understand the significance of Service Goal Management and Metrics in Microsoft Dynamics 365
  • Explore the Service Charts and Dashboards and create a custom Service Dashboard in Microsoft Dynamics 365

Course Outline

Module 1: Introduction
  • Examine common Customer Service Scenarios
  • An Introduction to Service in Dynamics 365
  • The Dynamics 365 Platform
  • Dynamics 365 Service Fundamentals
  • Security Considerations
  • Where to get Help
  • Further Reading and Resources
  • Explore the Service features in Dynamics 365
Module 2: Case Management
  • The Case Management Process
  • Working with Case Records
  • Working with the Case Form
  • Case Assignment and Routing
  • Cases and Activities
  • Resolving Cases
  • Reactivating, Cancelling and Deleting Cases
  • Service Level Agreements
  • Create a Case record
  • Assign a Case record
  • Resolve a Case record
  • Reactivate a Case record
  • Cancel a Case record
  • Crate a Customer Schedule for the SLA
  • Create a new Service Level Agreement
  • Activate a Service Level Agreement
  • Create an Entitlement
  • Relate a Case to a Service Level Agreement
Module 3: Working with Queues
  • Introduction to Service Queues
  • Common Service Queue Scenarios
  • Creating and Managing Queues
  • Working with Queue Items
  • Case Routing Rules
  • Processes and Queues
  • Creating Queues
  • Create a Case Routing Rule
  • Route a Case to a Queue
  • Working with Queues and Queue Items
Module 4: Using the Knowledge Base
  • Introduction to the Knowledge Base
  • Knowledge Base Concepts
  • Working with Articles
  • Searching the Knowledge Base
  • Email a Knowledge Article
  • Create an Article Template
  • Update the Subject Tree
  • Create a new Knowledge Base Article
  • Submit a Knowledge Base Article for Approval
  • Reject a Knowledge Base Article
  • Approve a Knowledge Base Article
  • Create a new Case
  • Relate a Knowledge Base Article to a Case
  • Email a Knowledge Base Article to a Customer
Module 5: The Interactive Service Hub
  • Introduction the Interactive Service Hub
  • The Tier 1 Dashboard
  • The Tier 2 Dashboard
  • The My Knowledge Dashboard
  • The Knowledge Manager Dashboard
  • Working with Cases in the Hub
  • Working with Knowledge Articles in the Hub
  • Working with Visualizations and Filters in the Hub
  • Explore the Interactive Service Hub
  • Manage Streams in the Interactive Service Hub
  • Resolve a Case in the Interactive Service Hub
  • Create a KB Article in the Interactive Service Hub
  • Manage KB Articles in the Interactive Service Hub
  • Relating a Case to an Interactive Service Hub KB Article
Module 6: Service Analysis
  • Introduction to Service Analysis in Dynamics 365
  • The Service Reports
  • The Reporting Wizard
  • Working with Service Charts
  • Working with Service Dashboards
  • Working with Service Goals and Metrics
  • Exploring the Case Summary Table Report
  • Exploring the Neglected Cases Report
  • Create Goals for the Service Team
  • Create a Personal View
  • View Sales Goals and Chart
  • Explore the Case Charts
  • Create a custom Service Chart
  • Explore the Service Dashboards
  • Create a custom Service Dashboard
Course length
1 day (8 hours)

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