1 - Customer Service Overview
Create case recordsRelated service appsAnalytics for serviceAI for serviceConfiguring customer serviceModule summary
2 - Case Management
Case management overviewCreating case recordsQueue managementCase routingResolving casesModule summary
3 - Service Level Agreements and Entitlements
SLA and entitlement overviewCreate and manage entitlementsCreate and manage SLAsModule summary
4 - Knowledge Management
Knowledge management overviewAuthoring and organizingUse knowledge contentManage knowledge contentModule summary
Actual course outline may vary depending on offering center. Contact your sales representative for more information.
Who is it For?
A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.