CRMKnowledge provided core user training to our marketing and sales team as well as bespoke consultancy on best practice for Dynamics CRM online and ClickDimensions to the CRM adoption project team as it was being on-boarded to the business. We found their extensive knowledge of the system and it’s real world use invaluable in the decision making process during the project.

Charles Creswell. Head of Information Systems, ACT

Share this page

Customer Service in Microsoft Dynamics 365 / CRM

Course code
Application consultant, technology consultant, development consultant, test lead
Microsoft Dynamics Certified Technology Specialist
Sure Step
Analysis (also Operation ) (about this)
Available as
Classroom course POA Enquire

Classroom course dates · 1 day prices exclude VAT

We currently don't have any dates scheduled for this course. If you are interested in attending this course, please enquire and we can add you to the course waiting list or get in touch to arrange a suitable date.

Most of our courses are available on a one-company basis and can usually be customised to your specific needs. Please contact us for more information.

Is this the right course for you?

Peter says:

This course is suitable for individuals who want to increase their knowledge of Customer Service automation in Dynamics 365 / CRM.

When is this course most useful?

This course is most useful during these Sure Step phases:

This course will be most useful in the Diagnostics, Analysis and Operations phases of a Dynamics 365 project

Course overview

Print this overview
This course focuses on how an organisation can nurture customer satisfaction through automation of business processes within Microsoft Dynamics 365/CRM 2013. This course provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics 365. Additionally, this course guides you through the process of working with your customers in Microsoft Dynamics 365, including: resolution of customer complaints and services issues cost effectively, and provides insight on managing all related correspondence, documents, contacts and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionable insights, including the use of knowledge management in a centralized knowledge base.

Course Outline

Module 1: Introduction

Microsoft Dynamics 365  /CRM includes a comprehensive set of features that increases the efficiency of customer service operations. This module introduces Microsoft Dynamics 365 / CRM Customer Service terminology and customer scenarios that the Customer Service module might be used. The module discusses the basic components of case management, and works with the knowledge base, queues, and service contracts. The module also provides an overview of service scheduling and service management.


Customer Scenarios

Customer Service Entities and Record Types

After completing this module, students will be able to:

Understand and explain the basic record types utilized by the Customer Service functionality of Microsoft Dynamics 365 / CRM.

Provide examples of customer scenarios where the Customer Service capabilities of Microsoft Dynamics 365 / CRM can be applied.

Module 2: Cases

Customer service is important to a customer relationship management strategy. Microsoft Dynamics 365 / CRM provides many features that organisations can use to manage the services they provide to customers. This module discusses cases and how the cases can be used together in service management functions.


Creating Case Records

Understanding the Process Ribbon and Menu Options

Case Resolution, Canceling and Deleting

Assigning Case Records

Other Actions on Cases From Forms and Views

Working with the Subject Tree

Working with the Case List and Views

Lab : Case Resolution Processing

Create a case

Associate a phone call with the case

Resolve the case

After completing this module, students will be able to:

Discuss the steps that are required to create a new case.

Explain the case to resolution process and how it can be used effectively.

Examine the effect of the activities and the procedures that are used for the knowledge base.

Module 3: Knowledge Base

Most customer service organisations use a knowledge base to provide customer service representatives (CSRs) with the information that they must have to answer questions about a product or service. In Microsoft Dynamics 365 / CRM, the Knowledge Base provides a central repository for an organisation's information, stored as Articles and organized by Subject.


Article Templates

Creating, Approving and Publishing Articles

Using and Searching the Knowledge Base

Cases and Knowledge Base Articles

Sending Knowledge Base Articles

Lab : Managing Knowledge Base Articles

Create, Submit, and Publish a Knowledge Base Article.

After completing this module, students will be able to:

Create, activate, deactivate, and delete Knowledge Base article templates.

Examine the complete process to create, edit, and publish Knowledge Base articles.

Search for Knowledge Base articles through the Workplace, Service Area, and Advanced Find.

Search Knowledge Base articles from a case record.

Use Knowledge Base articles to help resolve cases.

Module 4: Queue Management

A queue is an area that is used to organize and store activities and work items that are waiting to be processed. A queue is also used for activities and work items that are currently being worked on. Microsoft Dynamics 365 / CRM includes queuing and workflow tools to improve how incoming requests for sales, marketing, and customer service are handled.


Queue Management

Lab : Create and Manage Queues

Create a New Public Queue for Incoming Questions

After completing this module, students will be able to:

Explain the differences and the details of Default/System Queues and Personal Queues.

Create and maintain Queues and Queue Items.

Work with Routing Queue items. This includes Adding, Working on, and Releasing.

Module 5: Contracts

Microsoft Dynamics 365 / CRM provides many features that organisations can use to manage the services they provide to customers. This module describes how contracts can be used together with other record types in Microsoft Dynamics 365 / CRM to help service and manage functions.


Contracts and Contract Templates

Creating and Working with Contracts

Using Contracts with Cases

Lab : Resolving a Case with a Contract

Create a Contract Template

Create a Contract using a Contract Template

Open a case and associate a contract

Create and Close an Appointment Activity a With the Case

Resolve the Case

After completing this module, students will be able to:

Understand and explain the components of contracts.

Create and manage contract templates.

Create and manage contracts.

Understand the role of contract lines and add contract lines to a contract.

Associate contracts with cases and understand the case resolution process when contracts are used.

Module 6: Analysis, Reports and Goals

In Microsoft Dynamics 365 / CRM, many methods are available to analyze and report Service Management information. By default, several reports are available, and this includes the “Case Summary Table” report. This report is discussed in this module.


Customer Service Reports

Customer Service Charts and Dashboards

Customer Service Goals and Metrics

Lab : Goals and Goal Metrics

Modify a Goal Metric to Include in-Progress Cases

After completing this module, students will be able to:

Work with the preconfigured service management reports.

Build personal and system charts and dashboards to provide insight into important service management information.

Use the Goal Management features to create and manage goals for service management.

Module 7: Service Scheduling

This module provides an overview of the service scheduling features of Microsoft Dynamics 365 / CRM. The organisations that use service scheduling require a complex combination of resources.  Service scheduling considers the availability of employees, facilities, and equipment to make sure that the resources are available to deliver service activities for customers.


Service Scheduling Scenarios

Service Scheduling Terminology

Service Scheduling Process

Resources, Services and Selection Rules

Include Customer Preferences

Understand Sites and Same-Site Requirements

Manage Business Closures

Explain the Service Activity Scheduling Engine

Working with Service Activities and the Service Calendar

Close, Cancel, or Reschedule a Service Activity

Lab : Schedule a Service by Using a Same-Site Requirement

Create a Service Activity based on a Same-Site Requirement Service.

After completing this module, students will be able to:

Explain common scenarios where the Scheduling Module can apply.

Define the context of the basic elements of the Scheduling Module.

Identify the important role and of the Service Activity Scheduling Engine and Scheduling Process.

Show how to create and modify Services and Selection Rules for the resources that are required to perform a service activity.

Include customer preferences when service activities are scheduled.

Describe how important sites are, and how to associate resources to a site. Also describe how to enforce same-site restrictions on a resource selection rule.

Configure resources and build selection rules to perform capacity scheduling.

Describe how to create and manage service activities.