Intro to Customer Service, with Daniel Meindertsma MS, CSM

Introduction to Customer Service

with Daniel Meindertsma

Microsoft CE Senior Solution Architect at Centric Consulting

In this session, we will explain the Customer Service apps, what for and how they are used in the Modern Workplace. By the end of this course, you will be able to navigate the entire module and understand all of the Customer Service Apps. You will be introduced to the Common Terms and features of the Customer Service App. You will learn the commonly used tables and features in the Common Service area of the Customer Service Center. You will be given a tour of the Customer Service Admin Center. You will review the Customer Service Default Business Process Flow including Service Level Agreements and Entitlements, Knowledge Base Articles, Queues and Routing Rules. And, finally, you will be introduced to the Customer Service Workspace App.

NOTE ABOUT Live Virtual Delivery of Class: This class will be delivered Live Virtual, which means the Instructor will not be present in the classroom. We strongly encourage all students to be present in the classroom as we will still have 2 Trainer Assistants present to assist with Lab Exercises and this material is quite intensive. However, if you feel you will learn best attending from a Virtual Location, you may make PRE-ARRANGEMENTS with the Program Manager 1 week in advance to attend Live Virtual. You are expected to be ENGAGED throughout the class – which means you will need to be commenting on the instruction, asking questions in the Chat and interacting throughout the entire day with responses and emojis to the instructor in the Chat. Failure to be engaged will require that you attend all future Live Virtual Classes in person. This is non-negotiable.

This course was developed by Michael Hauck of congruentX.