This training course will cover the benefits and scenarios on how to use customer service and customer support functionality with Case Management in Microsoft Dynamics 365.

Key topics in this training course

  • Interface Overview
  • Account & Contact Management
  • Activity Management
  • Case Management Processes
  • Knowledge Base
  • Service Level Agreements
  • Entitlements
  • Case Web Portal
  • Goals & Metrics e.g. Customer Service Representative Performance
  • Dashboards & Reports
  • Security & Roles
  • Auditing
  • Workflows & Routing Rules e.g. Auto-responder on Case creation
  • Email & Document Templates
  • Mobile & Tablet Access
  • Outlook Integration

For more information and bookings, please fill out the form below:

Case Management with Dynamics 365 Training
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