Train Your Users
on Dynamics 365
Customer Service
- Accelerate issue resolution
- Reduce support costs
- Improve customer satisfaction
Training on Customer Service
Customer service teams are at the forefront of customer interactions, managing high-volume inquiries across multiple channels. Without proper Dynamics 365 Customer Service training, inefficient case handling, lack of system familiarity, and inconsistent workflows can lead to delays, frustrated customers, and missed service level agreements (SLAs).
Learners
The customer service team handles a large volume of transactions in a fast-paced environment, requiring quick problem-solving and efficient case management.
- Customer Service Managers
- Customer Service Representatives
- Call Center Agents
- Help Desk Agents
Topics
In this area, training topics focus on managing customer interactions, resolving cases efficiently, and optimizing agent workflows.
- Account Management
- Contact Management
- Activity Management
- Agent Management
- Service Level Agreements
- Case lifecycle
- Knowledge Management
Customizations
Dynamics 365 Customer Service revolves around a configurable case management process, but customizations often arise due to integrations required for accessing external systems to retrieve information, validate data, or resolve issues.
Challenges
This area presents a few challenges.
Customer service agents frequently navigate multiple systems to resolve issues, leading to delays and inefficiencies when information is difficult to access.
As new products, channels, and markets emerge, customer inquiries become more complex, making it challenging for service teams to stay up to date and respond effectively.
Training Approach
Here is how to effectively train these learners.
As companies grow and customer needs diversify, an online training platform ensures scalable, standardized learning for service teams.
Cross-system issue resolution involves multiple platforms, making custom courses essential for training agents on navigating complex, multi-system workflows.
With a diverse customer base, exceptions and corner cases are inevitable; a hybrid training approach combines training for base knowledge with instructor-led sessions for hands-on guidance and real-world problem-solving.
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