Explore best practices for module 4

  • 7 minutes

MB-910: Module 4 Dynamics 365 Customer Service

Module 4 Overview

As you begin to teach this module, get familiar with what the students will learn during the module. In this module, students will learn about Dynamics 365 Customer Service and how organizations can use it to support their customers.

This module consists of two lessons:

  • Lesson 1 – Explore Dynamics 365 Customer Service
  • Lesson 2 – Examine knowledge management and related apps

Module 4 Tips and Tricks

  • Introduce and explain the customer service terminology using a story or illustration
  • Describe the capabilities of Dynamics 365 throughout the case lifecycle: create and route cases using queues and routing rules
  • Review common considerations when designing customer service routes
  • Explain the relationship between Service Level Agreements and the customer service lifecycle
  • Leverage the lab environment for managing tickets and open cases

Module 4 Demo