Module 1: Introduction

• Examine common Customer Service Scenarios
• An Introduction to Service in Dynamics 365
• The Dynamics 365 Platform
• Dynamics 365 Service Fundamentals
• Security Considerations
• Where to get Help
• Further Reading and Resources
• Lab: Service in Dynamics 365 Orientation

Module 2: Case Management

• The Case Management Process
• Working with Case Records
• Working with the Case Form
• Case Assignment and Routing
• Cases and Activities
• Resolving Cases
• Reactivating, Cancelling and Deleting Cases
• Service Level Agreements
• Lab: Working with Cases
• Lab: Service Level Agreements and Cases

Module 3: Working with Queues

• Introduction to Service Queues
• Common Service Queue Scenarios
• Creating and Managing Queues
• Working with Queue Items
• Case Routing Rules
• Processes and Queues
• Lab: Create a Case Routing Queue

Module 4: Using the Knowledge Base

• Introduction to the Knowledge Base
• Knowledge Base Concepts
• Working with Articles
• Searching the Knowledge Base
• Email a Knowledge Article
• Lab: Create Knowledge Base Articles
• Lab: Create a Case and interact with the Knowledge Base

Module 5: The Interactive Service Hub

• Introduction the Interactive Service Hub
• The Tier 1 Dashboard
• The Tier 2 Dashboard
• The My Knowledge Dashboard
• The Knowledge Manager Dashboard
• Working with Cases in the Hub
• Working with Knowledge Articles in the Hub
• Working with Visualizations and Filters in the Hub
• Lab: Using the Interactive Service Hub

Module 6: Service Analysis

• Introduction to Service Analysis in Dynamics 365
• The Service Reports
• The Reporting Wizard
• Working with Service Charts
• Working with Service Dashboards
• Working with Service Goals and Metrics
• Lab: Explore the Service Reports
• Lab: Service Goals and Metrics
• Lab: Explore the Service Charts and Dashboards