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This is a deep dive into the features of Dynamics 365 for Customer Service, including advanced features on cases, hierarchies, parent-child relationships, case merging, and auto-case creation. This course also covers how to implement Entitlements & SLAs, Queues, and Routing Rules. You will get a brief overview of how other customer service solutions, such as Microsoft Parature and Unified Service Desk (USD), augment or integrate with the built-in services features of CRM for Dynamics 365.
Prerequisites: Intermediate technical knowledge, understanding of CRM for Microsoft Dynamics 365 navigation, and understanding of customer service teams and processes.