Microsoft Dynamics 365 Customer Service Training
Customer Service is one of the three key functional areas under customer engagement besides sales, and field service functions. In our platform, you can access more than 1,300+ micro-courses, 90+ learning paths, and 220+ assessments across a dozen functions and deliver both standard content and custom content.
Microsoft Dynamics 365 Customer Service Training
Microsoft Dynamics 365 Customer Service
Customer service is a vital component of any business, as it plays a key role in building and maintaining strong relationships with customers. Without effective customer service, companies risk losing valuable clients and damaging their reputations. Typical roles under this function are customer service supervisors and representatives. Most of these users reside in the office while some work remotely from home. In addition to the internal staff, sometimes companies use 3rd party customer service contractors.
Dynamics 365 Customer Service training covers account management, contact management, activity management, agent management and analytics, case life cycle from creation to resolution, and knowledge management
Dynamics 365 Customer Service training can begin with the core team at the start of the project. To provide consistent and streamlined customer service, end to end case life cycle must be well thought out and configured upfront. The larger audience namely internal and external customer service representatives can be trained in groups based on their organizational units, territories, product lines, etc.
Dynamics 365 Customer Service revolves around a configurable case management process that can be covered by standard training. Sometimes case resolutions demand users to access different systems to find answers. This access can either be automated or handled manually. Thus, customizations in D365 Customer Service tend to be driven mainly due to integrations. In such cases, training content can be extended with custom courses.
To establish a seamless customer experience, the core team can be trained upfront with standard customer service functions using an online training platform. This training is crucial to design and configuring an efficient and effective case resolution process. The next challenge will be to train a large group of users to provide a quality service to the customers. These users are generally located in different offices under separate organizations. Online training platforms can be very useful to provide consistent and affordable training.
The unique thing about customer service management is the ever-changing nature of customer problems. As new products are introduced, new channels are created, and new markets are penetrated, the customers will have different types of issues. Customer service personnel need to be continuous trained on the latest trends and problems to sustain a high level of customer service.