Microsoft Dynamics 365 For 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.
Microsoft Dynamics 365 For Dummies
Accelerate your digital transformation and break down silos with Microsoft Dynamics 365 It’s no secret that running a business involves several complex parts like managing staff, financials, marketing, and operations—just to name a few. That’s where Microsoft Dynamics 365, the most profitable business management tool, comes in. In Microsoft Dynamics 365 For Dummies, you’ll learn the aspects of the program and each of its applications from Customer Service to Financial Management. With expert author Renato Bellu’s clear instructions and helpful tips, you’ll be managing to your fullest advantage before you know it. Let’s get started! Digitally transform your business by connecting CRM and ERP Use data to make decisions across all business functions Integrate Dynamics 365 with Office 365 and LinkedIn Manage financials and operations Are you running a dynamic business? This book shows you how!
Mastering Microsoft Dynamics CRM 2016
Author: Deepesh Somani
language: en
Publisher: Packt Publishing Ltd
Release Date: 2017-11-28
This comprehensive guide covers all the essential features of Dynamics CRM so you can build effective applications About This Book Harness the full power of Dynamics CRM 2016 through real-world scenarios Create efficient client-side applications and customized plugins that work seamlessly across mobile and the Web Get to know the best practices from field experience to utilize Dynamics CRM 2016 efficiently Get an in-depth understanding of mobility and tablet options for Dynamics CRM 2016 Who This Book Is For This book is for those with Dynamics CRM knowledge who want to utilize the latest features available with Dynamics CRM 2016 and Update 1. Extensive Dynamics CRM development experience would be beneficial. What You Will Learn Learn to manage the sales, service, and marketing divisions of any organization using entities and other Dynamics CRM 2016 customizations Learn about the XRM framework of Dynamics CRM 2016 and leverage its features Provide an enhanced mobile and tablet experience using the latest features of Dynamics CRM Get an enhanced Dynamics CRM analytics experience with Word and Excel templates Develop client-side applications using JavaScript and Web API How to develop plugins and workflows using Dynamics CRM 2016 Solution framework improvements, new field types, and Relevant Search in Dynamics CRM 2016 In Detail Microsoft Dynamics CRM is the most trusted name in enterprise-level customer relationship management. The latest version of Dynamics CRM 2016 comes with some exciting extra features guaranteed to make your life easier with Dynamics CRM. This book provides a comprehensive coverage of Dynamics CRM 2016 and helps you make your tasks much simpler while elevating you to the level of an expert. The book starts with a brief overview of the functional features and then introduces the latest features of Dynamics CRM 2016. You will learn to create Word and Excel templates, using CRM data that will enable you to provide customized data analysis for your organization. You will understand how to utilize Dynamics CRM as an XRM Framework, gain a deep understanding about client-side scripting in Dynamics CRM, and learn creating client-side applications using JavaScript and Web API. We then introduce visual control frameworks for Dynamics CRM 2016 mobile and tablet applications. Business Process Flows, Business Rules, and their enhancements are introduced. By the end of this book, you will have mastered utilizing Dynamics CRM 2016 features through real-world scenarios. Style and approach This book takes a practical, step-by-step approach, providing real-world case studies that enable readers to leverage the latest and most advanced features of Dynamics CRM.