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Microsoft Dynamics 365 Customer Service

Codice corso: MB-230T01-A
Durata corso: 1gg

Introduzione

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.

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.

Obiettivi del corso

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

Prerequisiti

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.

Struttura del Corso

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

After completing this module, students will be able to:

Create case records

Related service apps

Analytics for service

AI for service

Configuring customer service

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

After completing this module, you will be able to:

Creating case records

Queue management

Case routing

Resolving cases

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

After completing this module, you will be able to:

Create and use service level agreements.

Create and manage entitlements.

Create and manage SLAs

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

After completing this module, you will be able to:

Create and manage knowledge content.

Authoring and organizing

Module summary

P.IVA 06249920965
C.C.I.A.A. REA: MI - 1880014
Cap. Soc. € 12.000,00

Contatti

V.le P.A. Pirelli 6,20126 Milano
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Tel.: +39 02 694 382 64
Fax.: +39 02 694 382 35

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