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Microsoft Dynamics 365 Customer Service: Customer Engagement Introduction to Customer Service Workshop (1 Day)

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The WorkshopPLUS - Dynamics 365 Customer Engagement: Introduction to Customer Service is a comprehensive one-day training session aimed at familiarizing participants with the Dynamics 365 Customer Service Hub app. Attendees will engage in hands-on activities that cover critical functionalities such as case and queue management, entitlements, and knowledge article creation. Additionally, the workshop emphasizes configuring essential customer service components like service level agreements (SLAs), routing rules, and automatic case generation. This interactive experience is designed to enhance practical skills in customer service management.

Key Components

  • Hands-On Experience: Engage directly with the Dynamics 365 Customer Service Hub to manage cases, queues, and entitlements.
  • Service Configuration: Learn how to configure customer service processes, including SLAs, routing rules, and automatic case creation.
  • Knowledge Management: Gain expertise in creating and managing knowledge articles that enhance service delivery.
  • Case Management Proficiency: Develop skills in efficiently handling customer cases from initiation to resolution.
  • Practical Lab Sessions: Participate in lab exercises to reinforce learning and apply concepts in realistic scenarios.

Your Benefits

  • Expert Services: Get first-hand insights and guidance from the experts.
  • Improved Customer Satisfaction: Enhance your customer service capabilities to better meet client needs.
  • Time Savings: Streamline service processes, leading to faster response times and case resolutions.
  • Future-Ready Skills: Equip your team with the latest trends and best practices in customer service management.
  • Networking Opportunities: Connect with peers and experts in the field, expanding your professional network.
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2025-07-23