Dynamics 365 for Customer Engagement for Customer Service (MB-230) [M-MB230]

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Startdatum en plaats

Dynamics 365 for Customer Engagement for Customer Service (MB-230) [M-MB230]

Global Knowledge Network Netherlands B.V.
Logo van Global Knowledge Network Netherlands B.V.
Opleiderscore: starstarstarstarstar_border 7,6 Global Knowledge Network Netherlands B.V. heeft een gemiddelde beoordeling van 7,6 (uit 153 ervaringen)

Tip: meer info over het programma, prijs, en inschrijven? Download de brochure!

Startdata en plaatsen

computer Online: VIRTUAL TRAINING CENTER
13 mei. 2024 tot 16 mei. 2024
Toon rooster
event 13 mei 2024, 09:00-16:30, VIRTUAL TRAINING CENTER, NL227423.1
event 14 mei 2024, 09:00-16:30, VIRTUAL TRAINING CENTER, NL227423.2
event 15 mei 2024, 09:00-16:30, VIRTUAL TRAINING CENTER, NL227423.3
event 16 mei 2024, 09:00-16:30, VIRTUAL TRAINING CENTER, NL227423.4
computer Online: VIRTUAL TRAINING CENTER
6 aug. 2024 tot 9 aug. 2024
Toon rooster
event 6 augustus 2024, 10:00-18:00, VIRTUAL TRAINING CENTER, NL227424.1
event 7 augustus 2024, 10:00-18:00, VIRTUAL TRAINING CENTER, NL227424.2
event 8 augustus 2024, 10:00-18:00, VIRTUAL TRAINING CENTER, NL227424.3
event 9 augustus 2024, 10:00-18:00, VIRTUAL TRAINING CENTER, NL227424.4
computer Online: VIRTUAL TRAINING CENTER
12 nov. 2024 tot 15 nov. 2024
Toon rooster
event 12 november 2024, 09:00-16:30, VIRTUAL TRAINING CENTER, NL227425.1
event 13 november 2024, 09:00-16:30, VIRTUAL TRAINING CENTER, NL227425.2
event 14 november 2024, 09:00-16:30, VIRTUAL TRAINING CENTER, NL227425.3
event 15 november 2024, 09:00-16:30, VIRTUAL TRAINING CENTER, NL227425.4

Beschrijving

Ontdek de verschillende trainingsmogelijkheden bij Global Knowledge

Online of op locatie er is altijd een vorm die bij je past.

Kies op welke manier jij of je team graag een training wilt volgen. Global Knowledge bied je verschillende trainingsmogelijkheden. Je kunt kiezen uit o.a. klassikaal, Virtueel Klassikaal (online), e-Learning en maatwerk. Met onze Blended oplossing kun je de verschillende trainingsvormen combineren.

OVERVIEW

Microsoft Dynamics 365 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.

Virtueel en Klassikaal™

Virtueel en Klassikaal™ is een eenvoudig leerconcept en biedt een flexibele oplossing voor h…

Lees de volledige beschrijving

Veelgestelde vragen

Er zijn nog geen veelgestelde vragen over dit product. Als je een vraag hebt, neem dan contact op met onze klantenservice.

Ontdek de verschillende trainingsmogelijkheden bij Global Knowledge

Online of op locatie er is altijd een vorm die bij je past.

Kies op welke manier jij of je team graag een training wilt volgen. Global Knowledge bied je verschillende trainingsmogelijkheden. Je kunt kiezen uit o.a. klassikaal, Virtueel Klassikaal (online), e-Learning en maatwerk. Met onze Blended oplossing kun je de verschillende trainingsvormen combineren.

OVERVIEW

Microsoft Dynamics 365 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.

Virtueel en Klassikaal™

Virtueel en Klassikaal™ is een eenvoudig leerconcept en biedt een flexibele oplossing voor het volgen van een klassikale training. Met Virtueel en Klassikaal™ kunt u zelf beslissen of u een klassikale training virtueel (vanuit huis of kantoor )of fysiek op locatie wilt volgen. De keuze is aan u! Cursisten die virtueel deelnemen aan de training ontvangen voor aanvang van de training alle benodigde informatie om de training te kunnen volgen.

OBJECTIVES

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
  • Work with Omnichannel
  • Work with Connected Customer Service
  • Work with Customer Service Scheduling
  • Work with Customer Service Insights
  • Work with Microsoft Power Platform
  • Work with Customer Service workspaces

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.

CONTENT

Module 1: Work with Cases

In this module you will learn about working with Cases in Dynamics 365 Customer Service.

  • Lesson 1: Get started with Cases
  • Lesson 2: Managing Cases
  • Lesson 3: Use queues to manage case workloads
  • Lesson 4: Create or update records automatically
  • Lesson 5: Unified routing
  • Create and manage Cases
  • Work with queues and unified routing
  • Create or update records automatically

Module 2: Work with entitlements and service level agreements

In this module you will learn how to create and manage entitlements and service level agreements

  • Lesson 1: Create and manage entitlements
  • Lesson 2: Create and manage service level agreements
  • Create and manage entitlements
  • Create and manage service level agreements

Module 3: Work with knowledge management

In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases

  • Lesson 1: Create knowledge management solutions
  • Lesson 2: Use knowledge articles to resolve cases
  • Lesson 3: Create and manage SLAs
  • Create and use knowledge management solutions
  • Use knowledge articles to resolve cases

Module 4: Create surveys with Customer Voice

In this module you will learn how to engage with customers using Dynamics 365 Customer Voice

  • Lesson 1: Create a survey project
  • Lesson 2: Create surveys
  • Lesson 3: Send surveys
  • Lesson 4: Automate surveys
  • Work with Dynamics 365 Customer Voice to send surveys to customers and collect feedback

Module 5: Schedule services

In this module, you will learn how to schedule services and resources using Customer Service Scheduling

  • Lesson 1: Configure Customer Service Scheduling
  • Lesson 2: Schedule services
  • Schedule services and resources using Dynamics 365 Customer Service Scheduling

Module 6: Work with Dynamics 365 Customer Service workspaces

In this module, you will learn how to use Customer Service workspaces

  • Lesson 1: Enhance agent productivity
  • Lesson 2: App profile manager
  • Use customer service workspaces to enhance agent productivity
  • Use the app profile manager

Module 7: Omnichannel for Dynamics 365 Customer Service

In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service

  • Lesson 1: Getting started
  • Lesson 2: Routing and work distribution
  • Lesson 3: Deploy an SMS channel
  • Lesson 4: Deploy chat widgets
  • Lesson 5: Create smart assist solutions
  • Work with Omnichannel for Dynamics 365 Customer Service

Module 8: Manage analytics and insights

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

  • Lesson 1: Get started
  • Lesson 2: Create visualizations
  • Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
  • Create visualizations in Customer Service

Module 9: Connected Customer Service

In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios

  • Lesson 1: Getting started
  • Lesson 2: Registering and managing devices
  • Work with Connected Customer Service
  • Register and manage devices

Module 10: Implement Microsoft Power Platform

In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution

  • Lesson 1: Create custom apps
  • Lesson 2: Integrate a Power Virtual Agents bot
  • Create custom apps in Microsoft Power Platform for your Customer Service solution
  • Integrate a Power Virtual Agents bot

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Er zijn nog geen veelgestelde vragen over dit product. Als je een vraag hebt, neem dan contact op met onze klantenservice.

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