Struggling to Get the Most Out of Your Dynamics 365 Customer Service?
Most customer service teams barely scratch the surface of what Dynamics 365 Customer Service can do. The result? Low adoption, wasted time, and inefficient service delivery.
Does this sound familiar?
โ Your team is managing customer interactions manually instead of leveraging automation.
โ Youโre not using key out-of-the-box features that could save hours of work.
โ Service requests are piling up, and SLA compliance is a challenge.
โ Your team is not confident using dashboards, insights, and AI-driven tools.
If youโre experiencing any of the above, this workshop is for you. Weโll show you exactly how to unlock the hidden power of Dynamics 365 Customer Service to improve efficiency, deliver faster resolutions, and increase customer satisfaction.
๐ What Youโll Learn in This Workshop
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Explain the Case Lifecycle: Learn the different stages and processes involved.
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Master Case Management: Configure and optimise case handling for faster resolution.
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Implement Entitlements & SLA Management: Ensure service levels are met efficiently.
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Use Queues for Workload Management: Assign and prioritise cases effectively.
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Enhance Knowledge Management: Build and maintain a useful knowledge base.
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Leverage Copilot & AI Tools: Automate responses and improve agent productivity.
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Earn a Certification & Badge: Complete the short exam at the end of the workshop to receive a certificate and digital badge, showcasing your expertise.
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Access to Online Assessment: After the workshop, participants will have access to a simple online assessment on CX&CRM Academy to reinforce key learnings. Those who pass will receive a certificate and a badge, which can be showcased on LinkedIn to validate their expertise.
๐ฏ Who Should Attend?
๐ค Customer Service Managers: Improve operational efficiency & SLA adherence.
๐ค Support Teams & Helpdesk Staff: Reduce response times and improve case resolution.
๐ค CRM Administrators: Optimise configurations and automation for better adoption.
๐ค Contact Centre Leaders: Enhance omnichannel support and customer interactions.
๐๏ธ Workshop Agenda
Understanding Dynamics 365 Customer Service
- Introduction to the case lifecycle and case creation process.
- Overview of case management and different resolution methods.
- Configuring case routing and queues for workload distribution.
SLA Management & Automation
- Setting up entitlements and SLAs to track service levels.
- Automating escalations and response management.
- Best practices for ensuring SLA compliance.
Omnichannel Engagement & AI Assistance
- Integrating chat, email, phone, and social media channels.
- Using session management and agent scripting for effective handling.
- Leveraging Copilot AI and Smart Assist for automated case resolution.
Knowledge Management & Insights
- Building a structured knowledge base for agents and self-service.
- Managing article publishing and lifecycle tracking.
- Using Customer Voice to gather and apply customer feedback.
Automation, AI & Continuous Optimisation
- Configuring Power Automate workflows to reduce manual tasks.
- Using Customer Service Insights to analyse performance trends.
- Implementing connected customer service for proactive issue resolution.
๐ Final Activity: Online Assessment & Certification
- Participants will complete an online assessment on CX&CRM Academy to reinforce key learnings.
- Successful participants will receive an official certification and LinkedIn badge showcasing their expertise.
๐ Why This Workshop?
๐ฏ Accredited Certification & Digital Badge โ Receive an official certification and digital badge from CX CRM Academy upon passing the final exam.
๐ฏ Based on best practices and Microsoft-accredited curriculum.
๐ฏ Led by Microsoft Certified Experts โ Delivered by Microsoft Certified Trainers (MCTs) and MCPs with hands-on experience.
๐ฏ 18+ Years of Global CRM & Marketing Technology Deployments โ Learn from professionals who have optimised marketing & customer engagement strategies worldwide.
๐ฏ 100% Hands-On & Practical โ No theoryโjust action, real-world scenarios, and live demos.
๐ฏ Immediate ROI โ Walk away with strategies & templates you can implement immediately.
๐ฏ Tailored to Your Business Needs โ We customise the session to fit your Customer Services objectives.
๐ฐ Pricing & Custom Options
Our corporate-only workshop is tailored to your teamโs needs, ensuring maximum ROI and practical implementation. Pricing varies based on team size and customisation level:
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Small Teams (Up to 5 Participants): $2,500 – $3,500 (1-Day Live Workshop)
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Medium Teams (6-15 Participants): $4,500 – $6,000
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Enterprise Custom Pricing (16+ Participants): $7,500+ (Includes tailored case studies & consultation)
Invest in your teamโs success โ Companies that optimise Dynamics 365 Customer Service see a 30-50% reduction in case resolution time and increased agent productivity.
๐ฉ How to Request This Workshop for Your Organisation
This is a corporate-only training designed specifically for companies using Dynamics 365 CE.
1๏ธโฃ Step 1: Submit an enquiry via our website or contact us directly.
2๏ธโฃ Step 2: We schedule a quick discovery call to understand your needs.
3๏ธโฃ Step 3: We customise the workshop content to align with your challenges.
4๏ธโฃ Step 4: We deliver the session live (on-site or virtual) with real-world exercises.
โ Frequently Asked Questions
โ Q: Will I receive a certification for completing this workshop?
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A: Yes! After successfully completing a short exam at the end of the workshop, you will receive an official certificate and a digital badge to showcase your expertise in Dynamics 365 Customer Service. Additionally, you will have access to an online assessment on CX CRM Academy to reinforce key learnings, and passing it will allow you to display your badge on LinkedIn.
โ Q: How long is the workshop?
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A: The duration of the workshop depends on the agenda and custom needs. It can range from half a day to three days and can be split into half-day sessions (3-4 hours) or structured in the best possible schedule as per the clientโs request.
โ Q: Can the workshop be customised for our business?
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A: Yes! We adapt content and exercises based on your specific needs and industry.
โ Q: What if we need post-training support?
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A: We provide follow-up resources, checklists, and a Q&A session to help with implementation.
โ Q: Do you offer both virtual and in-person training?
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A: Yes, we offer live online training as well as on-site workshops based on your preference.
๐ฉ Are You Ready to Maximise Your Customer Service Efficiency? Letโs discuss how we can customise this workshop for your team.
๐ฉ Book a Workshop โ Master Dynamics 365 Customer Service
๐ Case Studies & Success Stories
โ Retail Industry: Reduced case resolution time by 40% through SLA automation.
โ Finance Sector: Cut manual workload by 30% with AI-driven case triaging.
โ Healthcare: Increased customer self-service usage by 60%, freeing up agents for complex queries.
