3.1 Explore Dynamics 365 Customer Service

The skill “Explore Dynamics 365 Customer Service” is a part of the “Describe Dynamics 365 Customer Service” topic under the MB-910 exam. This skill focuses on understanding the different use cases and functionalities of Dynamics 365 Customer Service.

To explore Dynamics 365 Customer Service, you should be able to describe the different use cases for this application, such as managing cases, tickets, and inquiries from customers. You should also be familiar with the functionality for workload management, including how to assign cases to different teams or agents based on their skill sets and availability.

Additionally, you should be able to describe the Knowledge Management features in Dynamics 365 Customer Service, including how to create and manage knowledge articles that can be used to provide consistent and accurate information to customers.

You should also have an understanding of the case lifecycle in Dynamics 365 Customer Service, including how to set service-level agreements (SLAs) and entitlements, and how to track the progress of cases through different stages.

Overall, the skill “Explore Dynamics 365 Customer Service” covers the foundational concepts and functionalities of Dynamics 365 Customer Service, and is essential for anyone preparing for the MB-910 exam.