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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?
In this module you will learn about working with Cases in Dynamics 365 Customer Service.
Lessons
Lesson 1: Get started with Cases
Lesson 2: Managing Cases
Lesson 3: Use queues to manage case workloads
Lesson 4: Create or update records automatically
Lesson 5: Unified routing
After completing this module, students will be able to:
Create and manage Cases
Work with queues and unified routing
Create or update records automatically
In this module you will learn how to create and manage entitlements and service level agreements
Lessons
Lesson 1: Create and manage entitlements
Lesson 2: Create and manage service level agreements
After completing this module, you will be able to:
Create and manage entitlements
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
Lesson 1: Create knowledge management solutions
Lesson 2: Use knowledge articles to resolve cases
Lesson 3: Create and manage SLAs
After completing this module, you will be able to:
Create and use knowledge management solutions
Use knowledge articles to resolve cases
In this module you will learn how to engage with customers using Dynamics 365 Customer Voice
Lessons
Lesson 1: Create a survey project
Lesson 2: Create surveys
Lesson 3: Send surveys
Lesson 4: Automate surveys
After completing this module, you will be able to:
In this module, you will learn how to schedule services and resources using Customer Service Scheduling
Lessons
Lesson 1: Configure Customer Service Scheduling
Lesson 2: Schedule services
After completing this module, you will be able to:
In this module, you will learn how to use Customer Service workspaces
Lessons
Lesson 1: Enhance agent productivity
Lesson 2: App profile manager
After completing this module, you will be able to:
Use customer service workspaces to enhance agent productivity
Use the app profile manager
In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service
Lessons
Lesson 1: Getting started
Lesson 2: Routing and work distribution
Lesson 3: Deploy an SMS channel
Lesson 4: Deploy chat widgets
Lesson 5: Create smart assist solutions
After completing this module, you will be able to:
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
Lesson 1: Get started
Lesson 2: Create visualizations
After completing this module, you will be able to:
Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
Create visualizations in Customer Service
In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios
Lessons
Lesson 1: Getting started
Lesson 2: Registering and managing devices
After completing this module, you will be able to:
Work with Connected Customer Service
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
Lesson 1: Create custom apps
Lesson 2: Integrate a Power Virtual Agents bot
After completing this module, you will be able to:
Create custom apps in Microsoft Power Platform for your Customer Service solution
Integrate a Power Virtual Agents bot
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.
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.
Nasi pracownicy pomogą uzyskać dla Twojej firmy dofinansowanie. To naprawdę nie jest trudne. Jeżeli masz pytania napisz lub zadzwoń do nas.
Zapraszamy!
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Przewidziany egzamin do szkolenia: MB-230
Zapisz się na egzamin już dzisiaj! Kontakt do Centrum Egzaminacyjnego: mjezionek@ntg.pl tel: 502 147 093 lub zapisz się przy pomocy formularza.
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: 25-09-2023 09:00
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: 19-10-2023 08:30
Lepsze zrozumienie wykorzystywanych systemów i narzędzi pozwala na osiągnięcie wyższej wydajności w pracy i uniknięcie błędów.
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