Microsoft Dynamics 365 for Customer Service
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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
Lesson 6: Module summary
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
Lesson 6: Module summary
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
Lesson 4: Module summary
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
Lesson 5: Module summary
Kompetencer der opnås ved dette kursus
- Analytics
- Applications
- Apps
- Content
- Creating
- Dynamics
- Management
- Organizing
- Resolution
- Resolving
- Security
- Tools
Skriv til oskursus@kursuszonen.dkPris6.800 DKKUdbyderSuperusersDatoer