This course discusses the terms, concepts and components that make up the system, overview of application navigation, setting up accounts, contacts and activities, using the sales, customer service, and marketing processes within Dynamics 365.
It describes the process of working with customers, resolution of complaints and service issues cost, managing correspondence, documents, contacts and conversations, Service Level Agreements, Entitlements, and Queue Management.
This course focuses and explores Knowledge-base articles, the Interactive Service Hub with real time dashboards as well as some of the core analytical tools to provide insights on how to improve Customer Service.
The focus of this course is on how the platform tools that are provided can be leveraged to create surveys, customize surveys with themes and images, configure questions, and control how surveys are distributed.
This course describes how to plan, design, and deploy customer engagement, minimum requirements and licensing details, best practices regarding updates, Apps and PowerApps, Dynamics 365 App for Outlook, and Mobile clients.