About this course

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.

Audience profile

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.

Course Syllabus

Work with cases in Dynamics 365 Customer Service
Get started as a customer service representative. This learning path focuses on case management capabilities of Dynamics 365 Customer Service including options for creating cases, managing the case resolution process, working with case hierarchies, and merging similar cases. Queues can be used to maintain and manage case workloads for customer service agents.

Work with entitlements and service level agreements in Dynamics 365 Customer Service
This learning path focuses on working with entitlements and service level agreements in Microsoft Dynamics 365 Customer Service.

Work with Knowledge Management Solutions in Dynamics 365 Customer Service
This learning path focuses on working with Knowledge Management Solutions in Microsoft Dynamics 365 Customer Service.

Help agents be more productive in Dynamics 365 Customer Service
Do you want to improve your agents productivity? This path discusses options to help agents be more productive when using the Customer Service app.

Route and distribute work in Dynamics 365 Customer Service
This learning path describes how to route and distribute work in Dynamics 365 Customer Service using unified routing.

Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service
Developing and deploying true omnichannel solutions are critical to the success of any organization that provides customer service to its customers. By ensuring the unified and contextual experience regardless of the channel used, organizations can increase customer satisfaction, resolve issues faster, and increase revenue. With Dynamics 365’s Omnichannel for Customer Service solution, organizations deploy a true Omnichannel solution that exists inside the Dynamics 365 organization that they use every day.

Create surveys with Dynamics 365 Customer Voice
Capture, analyze, and act on customer and employee feedback. This learning path covers creating a survey project, creating a survey, sending surveys, automating surveys, and analyzing survey data.

Get started with Dynamics 365 Customer Service scheduling
Do you need to schedule and other resources to service customers? This learning path discusses how to configure and use Customer Service scheduling.

Work with Customer Service Insights
Configure and work with Customer Service Insights data to gain insights to your customers. This learning path covers getting started with Customer Service Insights and visualizations.

Use Connected Customer Service with Dynamics 365
Use the Connected Customer Service Add-in for Dynamics 365 to integrate IoT devices with Dynamics 365 Customer Service to help service customers.

Prerequisites

This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.

Certification

This training prepares you for:

• Exam: MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant for the
• Certification: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

*Certificiranje ni vključeno v ceno

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