Szkolenia Microsoft

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kod: MB-230T01 | wersja: A

Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up time to dedicate where a greater impact can be made, directly with customers.

Our team of globally recognized experts take students step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved, students will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether

Course objectives:

  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process
  • Analyze customer service data
  • Automate case management record processing
  • Create and use knowledge articles
  • Create and use entitlements and service level agreements

Audience:

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.

Plan szkolenia Rozwiń listę

  1. Get started with Dynamics 365 Customer Service
  2. Managing cases with Dynamics 365 Customer Service Hub
  3. Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
  4. Create or update records automatically in Customer Service Hub
  5. Get started with unified routing for Dynamics 365 Customer Service
  6. Create and manage entitlements in Microsoft Dynamics 365 Customer Service
  7. Create knowledge management solutions in Dynamics 365 Customer Service
  8. Use knowledge articles to resolve Dynamics 365 Customer Service cases
  9. Create a survey project with Dynamics 365 Customer Voice
  10. Create customer surveys with Dynamics 365 Customer Voice
  11. Send Dynamics 365 Customer Voice surveys
  12. Automate Dynamics 365 Customer Voice surveys with Power Automate
  13. Set up Customer Service scheduling
  14. Schedule services with Customer Service scheduling
  15. Enhance agent productivity with Customer Service workspace
  16. Create custom experiences for agents with the App profile manager in Customer Service
  17. Getting started with Omnichannel for Customer Service
  18. Route and distribute work with unified routing in Dynamics 365 Customer Service
  19. Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
  20. Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
  21. Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
  22. Get started with Customer Service Insights
  23. Create visualizations for Dynamics 365 Customer Service
  24. Get started with Connected Customer Service for Dynamics 365 and Azure IoT
  25. Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
  26. Create custom apps for Dynamics 365 Customer Service
  27. Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
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Dodatkowe informacje

Wymagania wstępne

This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 workload administrator certification paths.
Poziom trudności
Czas trwania 4 dni
Certyfikat

The participants will obtain Microsoft certificates.

This course additionally prepares you for Microsoft certification exam: MB-230: Microsoft Dynamics 365 Customer Service available at Pearson VUE test centers.
Prowadzący

Microsoft Certified Trainer.

Pozostałe szkolenia Microsoft | Dynamics 365

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