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Kód školení: MB230P

MB-230 Microsoft Dynamics 365 Customer Service

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 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.

Obsah školení

Module 1: Customer Service Overview

In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.

Lessons

  • Lesson 1: Create case records
  • Lesson 2: Related service apps
  • Lesson 3: Analytics for service
  • Lesson 4: AI for service
  • Lesson 5: Configuring customer service

After completing this module, students will be able to:

  • Install and configure the customer service application.
  • Identify common customer service scenarios.

Module 2: Case Management

In this module you will learn how to open and resolve customer service cases, both manually and with automation.

Lessons

  • Lesson 1: Case management overview
  • Lesson 2: Creating case records
  • Lesson 3: Queue management
  • Lesson 4: Case routing
  • Lesson 5: Resolving cases

After completing this module, you will be able to:

  • Open and resolve customer service cases.
  • Automate case creation and routing.

Module 3: Service Level Agreements and Entitlements

In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.

Lessons

  • Lesson 1: SLA and entitlement overview
  • Lesson 2: Create and manage entitlements
  • Lesson 3: Create and manage SLAs

After completing this module, you will be able to:

  • Create and use service level agreements.
  • Create and use entitlements.

Module 4: Knowledge Management

In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.

Lessons

  • Lesson 1: Knowledge management overview
  • Lesson 2: Authoring and organizing
  • Lesson 3: Use knowledge content
  • Lesson 4: Manage knowledge content

After completing this module, you will be able to:

  • Create and manage knowledge content.

Module 5: Omnichannel

In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.

Lessons

  • Lesson 1: Get Started
  • Lesson 2: Entity record routing
  • Lesson 3: Routing and work distribution
  • Lesson 4: Configure message channels
  • Lesson 5: Deploy chat widgets
  • Lesson 6: Create smart assist solutions
  • Lesson 7: Integrate a Power Virtual Agents bot
  • Lesson 8: Productivity tools

Module 6: Customer Service Scheduling

In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service

Lessons

  • Lesson 1: Getting Started with Customer Service Scheduling
  • Lesson 2: Configure Customer Service Scheduling
  • Lesson 3: Defining and working with bookable resources
  • Lesson 4: Working with services
  • Lesson 5: Working with fulfillment preferences
  • Lesson 6: Scheduling service activities
  • Lesson 7: Rescheduling service activities and substituting resources

Module 7: Connected Customer Service

In this module, you will learn how to use Dynamics 365 Connected Customer Service to take data and help execute actual business actions on the data.

Lessons

  • Lesson 1: Getting started with Connected Customer Service
  • Lesson 2: Registering devices
  • Lesson 3: Device management and interaction
  • Lesson 4: IoT alerts and sending commands

Module 8: Customer Service Insights

In this module, you will learn how to work with Customer Service Insights to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.

Lessons

  • Lesson 1: Get started with Customer Service Insights
  • Lesson 2: Work with Customer Service call insights

Předpokládané znalosti

This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

Cena školení

12.900,- Kč bez DPH
15.609,- Kč s DPH

Termíny školení

Datum Garantovaný Lokalita Jazyk kurzu Délka kurzu
2. listopadu 2021 - Praha Čeština 1 den Registrovat
2. listopadu 2021 - Praha Angličtina 1 den Registrovat
2. listopadu 2021 - Bratislava Slovenština 1 den Registrovat
2. listopadu 2021 - Bratislava Angličtina 1 den Registrovat

Virtuální kurz

Datum Jazyk kurzu Délka kurzu
2. listopadu 2021 Čeština 1 den Registrovat
2. listopadu 2021 Angličtina 1 den Registrovat
17. ledna 2022 Čeština 1 den Registrovat
24. ledna 2022 Angličtina 1 den Registrovat
4. dubna 2022 Čeština 1 den Registrovat
25. dubna 2022 Angličtina 1 den Registrovat
7. června 2022 Čeština 1 den Registrovat
20. června 2022 Angličtina 1 den Registrovat
15. srpna 2022 Čeština 1 den Registrovat
22. srpna 2022 Angličtina 1 den Registrovat
11. října 2022 Čeština 1 den Registrovat
17. října 2022 Angličtina 1 den Registrovat
8. prosince 2022 Čeština 1 den Registrovat
15. prosince 2022 Angličtina 1 den Registrovat

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