In this module you will learn about working with Cases in Dynamics 365 Customer Service.
Lessons
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Lesson 1: Get started with Cases
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Lesson 2: Managing Cases
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Lesson 3: Use queues to manage case workloads
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Lesson 4: Create or update records automatically
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Lesson 5: Unified routing
After completing this module, students will be able to:
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Create and manage Cases
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Work with queues and unified routing
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Create or update records automatically
In this module you will learn how to create and manage entitlements and service level agreements
Lessons
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Lesson 1: Create and manage entitlements
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Lesson 2: Create and manage service level agreements
After completing this module, you will be able to:
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Create and manage entitlements
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Create and manage service level agreements
In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases
Lessons
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Lesson 1: Create knowledge management solutions
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Lesson 2: Use knowledge articles to resolve cases
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Lesson 3: Create and manage SLAs
After completing this module, you will be able to:
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Create and use knowledge management solutions
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Use knowledge articles to resolve cases
In this module you will learn how to engage with customers using Dynamics 365 Customer Voice
Lessons
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Lesson 1: Create a survey project
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Lesson 2: Create surveys
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Lesson 3: Send surveys
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Lesson 4: Automate surveys
After completing this module, you will be able to:
- Work with Dynamics 365 Customer Voice to send surveys to customers and collect feedback
In this module, you will learn how to schedule services and resources using Customer Service Scheduling
Lessons
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Lesson 1: Configure Customer Service Scheduling
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Lesson 2: Schedule services
After completing this module, you will be able to:
- Schedule services and resources using Dynamics 365 Customer Service Scheduling
In this module, you will learn how to use Customer Service workspaces
Lessons
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Lesson 1: Enhance agent productivity
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Lesson 2: App profile manager
After completing this module, you will be able to:
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Use customer service workspaces to enhance agent productivity
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Use the app profile manager
In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service
Lessons
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Lesson 1: Getting started
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Lesson 2: Routing and work distribution
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Lesson 3: Deploy an SMS channel
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Lesson 4: Deploy chat widgets
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Lesson 5: Create smart assist solutions
After completing this module, you will be able to:
- Work with Omnichannel for Dynamics 365 Customer Service
In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
Lessons
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Lesson 1: Get started
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Lesson 2: Create visualizations
After completing this module, you will be able to:
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Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
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Create visualizations in Customer Service
In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios
Lessons
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Lesson 1: Getting started
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Lesson 2: Registering and managing devices
After completing this module, you will be able to:
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Work with Connected Customer Service
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Register and manage devices
In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution
Lessons
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Lesson 1: Create custom apps
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Lesson 2: Integrate a Power Virtual Agents bot
After completing this module, you will be able to:
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Create custom apps in Microsoft Power Platform for your Customer Service solution
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Integrate a Power Virtual Agents bot
O tym kursie
Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.
Profil odbiorcy
A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.
Czego się nauczysz?
- Install and configure the customer service app
- Identify common customer service scenarios
- Complete a case resolution process
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.
- Certyfikat Microsoft
- Autoryzowane materiały szkoleniowe w formie elektronicznej (Skillpipe)
- Gwarancja jakości szkolenia
- Notatnik, długopis (w przypadku szkoleń stacjonarnych)
- Kontakt z trenerem po szkoleniu
- Kawa, herbata, słodki poczęstunek (w przypadku szkoleń stacjonarnych)
- Obiad (w przypadku szkoleń stacjonarnych)
Firma jest Autoryzowanym Ośrodkiem Szkoleniowym MICROSOFT Silver Learning
Możesz u nas podejść do egzaminu Pearson VUE
Spółka posiada wpis do ewidencji placówek niepublicznych Nr ew. ES.VIII.4320-6/p.n./2003 wydany z upoważnienia Prezydenta Miasta Łodzi
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Zachęcamy firmy do uzyskania możliwości dofinansowania na szkolenia oferowane przez naszą firmę. W obecnej chwili istnieją dwa sposoby dzięki którym możesz uzyskać dofinansowanie.
- Szkolenia dofinansowane do 80% z funduszy europejskich - Baza Usług Rozwojowych (BUR). Dofinansowanie dostępne jest dla wszystkich firm zatrudniających średniorocznie do 250 pracowników (maksymalnie średnie przedsiębiorstwo)
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Zapraszamy!
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Przewidziany egzamin do szkolenia: MB-230
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