Dynamics 365 Customer Service 入門編

Discover the fundamentals of Dynamics 365 Customer Service, a leading business application from Microsoft designed to revolutionize your customer interactions. This introductory course, delivered by experienced instructors from Arcus Japan – a recognized CRM leader with a proven track record in enterprise implementations – provides a clear and engaging overview of this powerful platform. We'll use quizzes and practical examples to ensure you grasp the core concepts.

Are you looking for a resource to understand Dynamics 365 Customer Service? This course is perfect for you! By completing this training, you'll learn how to leverage Dynamics 365 Customer Service to optimize your customer service operations, particularly within contact centers. Improve operational efficiency and boost customer satisfaction with the right tools. Basic computer skills are all you need to get started.

This course focuses on the foundational aspects of Dynamics 365 Customer Service. We won't cover advanced topics like Dynamics 365 customization. While this course isn't specifically designed for MCP (MB-910, MB-230) exam preparation, you will gain essential knowledge and a practical understanding of the application that will significantly aid your exam success.

Here's a breakdown of what you'll learn in each section:

• Section 1: Course Introduction & Terminology: Get acquainted with the course structure and meet your instructor. We'll introduce key Dynamics 365 terms to build a solid foundation.
• Section 2: Understanding Dynamics 365: Explore the key features and benefits of Dynamics 365. We'll also show you how to try out Dynamics 365 with a trial version.
• Section 3: Dynamics 365 Customer Service Overview: Learn about the role of Dynamics 365 Customer Service within a broader business context, explore relevant business scenarios, and define essential Dynamics 365 Customer Service terminology.
• Section 4: Customer Interaction Workflows: Follow two practical business scenarios illustrating the entire customer journey – from initial inquiry to resolution and knowledge base creation. We'll cover handling customer inquiries, providing effective customer support, and leveraging knowledge management.
• Section 5: Course Wrap-up & Next Steps: A summary of key takeaways and guidance on continued learning.