Webové stránky používají k poskytování služeb, personalizaci reklam a analýze návštěvnosti soubory cookie. Informace, jak tyto stránky používáte, jsou sdíleny se společností Google. Používáním souhlasíte s použitím souborů cookie. Více informací.

Rozumím

Kód školení: MB230P

MB-230 Microsoft Dynamics 365 for 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

After completing this course, you will be able to:

  • 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

Course Outline

Module 1: Customer Service OverviewIn 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
  • Lesson 6: Module summary

After completing this module, students will be able to:

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

Module 2: Case ManagementIn 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
  • Lesson 6: Module summary

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 EntitlementsIn 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
  • Lesson 4: Module summary

After completing this module, you will be able to:

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

Module 4: Knowledge ManagementIn 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
  • Lesson 5: Module summary

After completing this module, you will be able to:

  • Create and manage knowledge content.

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

7.200,- Kč bez DPH
8.712,- Kč s DPH

Termíny školení

Datum Garantovaný Lokalita Jazyk kurzu Délka kurzu
2. března 2020 - Praha Čeština 1 den Registrovat
30. března 2020 - Bratislava Slovenština 1 den Registrovat
2. listopadu 2020 - Praha Čeština 1 den Registrovat
7. prosince 2020 - Bratislava Slovenština 1 den Registrovat

Virtuální kurz

Datum Jazyk kurzu Délka kurzu
Virtuální kurz Angličtina 1 den Registrovat

Alternativní termín

Nevyhovuje vám žádný z navrhovaných termínů? Napište nám o vypsání alternativního termínu.

Kontaktujte nás