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SRNTS

 Course Overview

This training introduces Dynamics 365 Customer Service and its integration with the Microsoft Power Platform. Participants will learn how to manage customer cases, service requests, knowledge articles, SLAs, queues, and omnichannel support while leveraging Power Apps, Power Automate, Power BI, and Dataverse to enhance customer service operations and improve customer satisfaction.

 Audience

This program is designed for:

  • Customer Service Representatives
  • Dynamics 365 Functional Consultants
  • Power Platform Developers
  • Business Analysts
  • CRM Administrators
  • Customer Support Managers
  • IT Professionals working with customer engagement solutions

 Pre‑requisites

To maximize learning outcomes, participants should have:

  • Basic understanding of customer service processes
  • Familiarity with Microsoft 365 applications
  • Basic knowledge of CRM concepts
  • No prior development experience required
  • Basic understanding of Power Platform is beneficial but not mandatory

 Key Benefits

  • Understand Dynamics 365 Customer Service capabilities
  • Learn case management and customer support processes
  • Configure queues, SLAs, routing rules, and knowledge management
  •  Automate service operations using Power Automate
  • Build custom solutions with Power Apps
  •  Create customer service dashboards with Power BI
  • Manage customer data securely using Dataverse
  • Improve customer satisfaction and service efficiency
  • Gain practical experience with real-world customer service scenarios
  •  Build a strong foundation for advanced Dynamics 365 and Power Platform implementations

    • Dynamics 365 Customer Service – 12 Hours Training Curriculum

    Module 1: Introduction to Dynamics 365 Customer Service (1 Hr)

    • Overview of Dynamics 365 Customer Service
    • Customer Service Lifecycle
    • Key Features and Benefits
    • Customer Service Hub Navigation
    • Business Use Cases

    Module 2: Core Customer Service Configuration (2 Hrs)

    • Accounts and Contacts Management
    • Case Management Fundamentals
    • Queues and Queue Items
    • Entitlements and Service Level Agreements (SLAs)
    • Customer Service Configuration Basics

    Module 3: Case Management & Resolution Process (2 Hrs)

    • Creating and Managing Cases
    • Case Routing and Assignment
    • Case Escalation Process
    • Case Resolution Activities
    • Business Process Flows for Customer Service

    Module 4: Knowledge Management (1.5 Hrs)

    • Knowledge Base Overview
    • Creating and Managing Knowledge Articles
    • Knowledge Search and Suggestions
    • Article Publishing Process
    • Knowledge-Centered Service Concepts

    Module 5: Service Scheduling & Resource Management (1.5 Hrs)

    • Service Activities
    • Scheduling Resources
    • Resource Availability Management
    • Appointment and Service Scheduling
    • Customer Service Calendar Management

    Module 6: Productivity & Collaboration Tools (1.5 Hrs)

    • Customer Service Workspace Overview
    • Microsoft Teams Integration
    • Email and Activity Management
    • Notes and Collaboration Features
    • Productivity Tools and Templates

    Module 7: Analytics & Reporting (1.5 Hrs)

    • Customer Service Dashboards
    • Case Analytics and Reporting
    • SLA and KPI Monitoring
    • Customer Satisfaction Metrics
    • Power BI Integration Overview

    Project (1 Hr)

    • Configure and manage a complete customer service solution including case management, SLAs, knowledge management, queue management, service scheduling, and reporting.

    Total Duration: 12 Hours

    Training Includes: Theory, Live Demonstrations, Hands-on Labs, Real-World Customer Service Scenarios, Case Management Exercises, Knowledge Base Implementation, and End-to-End Customer Service Solution Project.

    Enrollment Form

    If you have no pending queries and feel confident after completing the trainer assessment session and reviewing earlier batch recordings, please proceed by filling out the form below to officially enroll in the SRNTS Training Program.

    • Are you interested to receive training related update over Whatspp & Gmail *

    Need Assistance?

    If you have any questions about the training program or the enrollment process, our support team is here to help. You can reach us through the following channels:

    • 📱 WhatsApp Chat – Quick and convenient messaging support

    • 📞 Direct Call – Speak with our team instantly

    • 📧 Email Support – Get detailed assistance via mail