- Module 1: This module will focus on Microsoft Dynamics 365 entitlements and how they're used to define and track information about support contracts. It includes information about creating and defining entitlements, setting up entitlement terms and types, defining related records, and managing the entitlement lifecycle.
- Create and define entitlement records
- Control when an entitlement is applied
- Define specific entitlement terms and supported channels
- Define entitlements that are product-specific or contact-specific
- Work with multiple entitlement records for a specific customer
- Use entitlement templates to quickly create new entitlements
- Module 2: Learn how to work with SLAs to manage KPIs in Dynamics 365 Customer Service.
- Determine which KPIs are being measured with SLAs
- Define Business Closures and Working Hours
- Create SLAs including triggering conditions, and actions
- Build SLA Items
- Define custom KPIs
- Enable SLAs for multiple entities
- Manage SLAs for an organization
In this module, you will:
In this module, you will:
