Learn Microsoft Dynamics 365 Customer Service
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Learn Microsoft Dynamics 365 Customer Service
Author: Infowave Mrv
language: en
Publisher: Independently Published
Release Date: 2024-11-29
Learn Microsoft Dynamics 365 Customer Service Building Stronger Relationships Through Better Service A comprehensive guide designed to empower business users, customer service professionals, and managers to excel in their careers. This book covers everything from mastering core features like case management and SLAs to leveraging AI-driven tools, Power BI analytics, and omnichannel strategies. Packed with insights and examples, it equips readers to enhance customer experiences, streamline operations, and excel in a competitive market. Elevate your expertise, drive organizational success, and become a leader in modern customer service with this essential resource Contents at a Glance Part 1: Introduction to Microsoft Dynamics 365 Customer Service 1. Understanding Customer Service in the Digital Age Explore the evolution of customer service and the role of technology in transforming relationships. 2. What is Microsoft Dynamics 365 Customer Service? Overview of the platform, its purpose, and how it supports customer-centric organizations. 3. The Benefits of Using Dynamics 365 for Customer Service Key advantages, including improved efficiency, personalized service, and enhanced analytics. 4. Getting Started with Dynamics 365 Customer Service Basic setup, licensing, and an introduction to the Dynamics 365 ecosystem. Part 2: Core Features and Functionalities 5. The Customer Service Hub: A Deep Dive Navigating the Customer Service Hub and understanding its capabilities. 6. Case Management Essentials Creating, managing, and resolving cases for effective issue tracking. 7. Service Level Agreements (SLAs) and Entitlements Setting up and monitoring SLAs to ensure consistent customer service delivery. 8. Knowledge Management in Dynamics 365 Leveraging the knowledge base to empower agents and provide self-service options. 9. Queues and Routing Rules Automating case assignment and ensuring efficient workload distribution. Part 3: Enhancing Customer Interactions 10.Omnichannel Capabilities in Dynamics 365 Integrating chat, email, phone, and social media for seamless interactions. 11. Customer Insights and Personalization Using customer data to deliver tailored experiences and build loyalty. 12. Voice of the Customer Surveys Gathering feedback to improve service quality and customer satisfaction. 13. Portals and Self-Service Options Empowering customers through self-service portals and community forums. Part 4: Advanced Tools and Automation 14. AI-Driven Capabilities: Chatbots and Virtual Agents Implementing AI to enhance efficiency and provide instant support. 15. Automation with Power Automate Streamlining processes and reducing manual tasks with workflow automation. 16. Integrating Dynamics 365 with Other Tools Connecting Dynamics 365 to ERP systems, Office 365, and third-party applications. Part 5: Reporting and Analytics 17. Building and Utilizing Dashboards Creating real-time dashboards for monitoring performance metrics. 18. Analytics and Insights with Power BI Advanced reporting techniques for deeper insights into customer service operations. Part 6: Best Practices and Future Trends 19. Best Practices for Implementing Dynamics 365 Customer Service Tips for successful implementation, including change management and training. 20. Future Trends in Customer Service Technology Exploring the role of AI, IoT, and predictive analytics in shaping the future of customer service.
Learning Microsoft Power Apps
Author: Arpit Shrivastava
language: en
Publisher: "O'Reilly Media, Inc."
Release Date: 2024-07-17
In today's fast-paced world, more and more organizations require rapid application development with reduced development costs and increased productivity. This practical guide shows application developers how to use PowerApps, Microsoft's no-code/low-code application framework that helps developers speed up development, modernize business processes, and solve tough challenges. Author Arpit Shrivastava provides a comprehensive overview of designing and building cost-effective applications with Microsoft Power Apps. You'll learn fundamental concepts behind low-code and no-code development, how to build applications using pre-built and blank templates, how to design an app using Copilot AI and drag and drop PowerPoint-like controls, use Excel-like expressions to write business logic for an app, and integrate apps with external data sources. With this book, you'll: Learn the importance of no-code/low-code application development Design mobile/tablet (canvas apps) applications using pre-built and blank templates Design web applications (model-driven apps) using low-code, no-code, and pro-code components Integrate PowerApps with external applications Learn basic coding concepts like JavaScript, Power Fx, and C# Apply best practices to customize Dynamics 365 CE applications Dive into Azure DevOps and ALM concepts to automate application deployment
Ultimate Microsoft Dynamics 365 CRM for Enterprises
Author: Vidit Vikas Gholam
language: en
Publisher: Orange Education Pvt Ltd
Release Date: 2025-03-13
TAGLINE Master Microsoft Dynamics 365 CRM and Power Platform like a Pro. KEY FEATURES ● Master Dynamics 365 CRM, Power Platform, AI Copilot, and automation ● Customize, optimize, and streamline business processes with Dynamics 365 CRM ● Integrate Dynamics 365 CRM seamlessly with Microsoft and AI-powered tools DESCRIPTION Microsoft Dynamics 365 CRM is the backbone of modern customer relationship management, driving sales, service, and business efficiency across industries. Mastering it is crucial for professionals aiming to optimize workflows, enhance customer interactions, and leverage automation for competitive advantage. The book starts with an introduction to Dynamics 365 CRM, providing a solid foundation in key business apps including Sales, Project Operations, and Customer Engagement. You will then learn how to set up environments, manage users, and handle security and data. As you progress, you will explore topics such as the sales cycle, customizations, and integrating with tools like Power Platform, SharePoint, Outlook, and Teams for better collaboration. By the end, readers will have the expertise to design, customize, and deploy powerful CRM solutions tailored to business needs. With insights into AI Copilot and certification pathways, this book ensures you stay ahead in the CRM landscape—because falling behind in automation and AI-driven CRM solutions is no longer an option. WHAT WILL YOU LEARN ● Design scalable and efficient business solutions with Dynamics 365 CRM. ● Configure and customize CRM to align with business objectives. ● Automate workflows and processes using Power Platform. ● Integrate Dynamics 365 CRM with Outlook, SharePoint, and Teams. ● Enhance productivity with AI Copilot for automation and insights. ● Advance career growth with Dynamics 365 CRM expertise and certifications. WHO IS THIS BOOK FOR? This book is tailored for aspiring CRM consultants, business analysts, solution architects, and IT professionals looking to master Dynamics 365 CRM for career growth or business optimization. A basic understanding of CRM concepts, business processes, and Microsoft Power Platform fundamentals will help readers maximize their learning experience. TABLE OF CONTENTS 1. Introduction to Microsoft Dynamics 365 CRM 2. Setting Up Microsoft Dynamics 365 Environments 3. Sales to Billing Cycle in Microsoft Dynamics 365 CRM 4. Customizing Your Dynamics 365 CRM 5. Working with Microsoft Power Platform 6. Document Management in Dynamics 365 CRM 7. Customer Service Management in Dynamics 365 CRM 8. Enhancing Dynamics 365 with Azure Integration Services 9. Integrating Dynamics 365 CRM to Outlook 10. AI Copilot Capabilities in Dynamics 365 CRM 11. Business Use Cases, Future Scope, and Certification Paths Index