MB-230T01: Microsoft Dynamics 365 Customer Service

„Microsoft Dynamics 365 for Customer Service“ bietet jeder Organisation die Möglichkeit auf Kundenerfolg. Tools wie die automatische Fallerstellung und die Warteschlangenverwaltung machen es Ihnen möglich, Ihre Zeit dort zu investieren, wo Sie größeren Einfluss haben – direkt bei Ihren Kunden. Werden Sie Teil eines Teams weltweit anerkannter Experten, die Sie ausführlich von der Fallerstellung über die Interaktion mit Kunden bis hin zum Lösen dieser Fälle begleiten.

Physisch oder virtuell?

Nehmen Sie an einem unserer Standorte Frankfurt, München und Wien oder virtuell an unseren Klassenraumtrainings teil. Unter „Termin buchen“ werden Ihnen alle Optionen angezeigt, zuerst sortiert nach Standort, dann nach Datum.

Dauer

Trainingssprache

Deutsch

Trainingsart

Nicht verfügbar

Was werden Sie in diesem Training erlernen?

Sobald Sie diese Fälle gelöst haben, können Sie anhand der Datenanalyse die wichtigsten Details lernen, die Ihnen helfen, ähnliche Fälle schneller zu lösen oder neue Probleme ganz zu vermeiden.

Agenda

Get started with Dynamics 365 Customer Service

Introducing Dynamics 365 Customer Service

Customer Service core components

Understand the modern customer journey

Managing cases with Dynamics 365 Customer Service Hub

Case management overview

Case creation and lifecycle

Considerations for case creation automation

Exercise - Create and resolve cases10 min

Case management scenarios

Case management dashboard scenarios

Case management work with cases scenarios

Work with status reason transitions

Use Microsoft Dynamics 365 Customer Service queues to manage case workloads

Introduction to Microsoft Dynamics 365 queues

Configure tables for queues

Create a Microsoft Dynamics 365 queue

Work with queues

Routing rule sets

Create or update records automatically in Customer Service Hub

Introduction

Set up rules to create or update records automatically

Configure rules for creating or updating records automatically

Map records manually with Power Automate

Complete and activate your rule

Use the activity monitor to review and track rules

Get started with unified routing for Dynamics 365 Customer Service

Route cases by using basic routing rule sets

Set up unified routing

Create and manage users

Create and manage queues for unified routing

Set up workstreams for record routing

Create and manage entitlements in Microsoft Dynamics 365 Customer Service

Overview of entitlements

Create entitlement records

Work with entitlement channels

Other considerations

Define entitlement templates

Create knowledge management solutions in Dynamics 365 Customer Service

Knowledge management overview

Create and define knowledge articles

Knowledge article lifecycle

Manage knowledge article versions, categories, and translations

Knowledge article publication

Use knowledge articles to resolve Dynamics 365 Customer Service cases

Knowledge article and case resolution overview

Enable and configure entities for Knowledge Search

Configure article search and display options

Search for knowledge articles

Article analytics

Create a survey project with Dynamics 365 Customer Voice

Dynamics 365 Customer Voice

Projects in Dynamics 365 Customer Voice

Create your first project

Create customer surveys with Dynamics 365 Customer Voice

Survey headers and branding

Add branching logic to surveys

Personalize a survey with variables

Add satisfaction metrics to a survey and project

Add multiple languages for your surveys

Send Dynamics 365 Customer Voice surveys

Create and personalize email templates

Translate email templates into other languages

Email a survey

Upload CSV files

Use links and QR codes

Analyze survey reports

Automate Dynamics 365 Customer Voice surveys with Power Automate

Send a survey with Power Automate

Create an invitation

Expand variables to further customize surveys

Use the locale variable for multilingual surveys

Use variables for follow-up actions

Set up Customer Service scheduling

Set up service scheduling

Define resources

Check your knowledge

Schedule services with Customer Service scheduling

Set up fulfillment preferences

Create service activities

Schedule service activities

Enhance agent productivity with Customer Service workspace

Explore the Customer Service workspace user interface

View and edit records

Work with case records

Use the Productivity pane in Customer Service workspace

Create custom experiences for agents with agent experience profiles in Customer Service

Create and use agent experience profiles to manage apps

Application tab templates

Session templates

Manage notification settings and templates

Use templates in workstreams

Getting started with Omnichannel for Customer Service

Use the agent interface

Manage sessions and work with applications

Work with conversations

Work with customer information

Helping an agent's productivity

Route and distribute work with unified routing in Dynamics 365 Customer Service

Set up work classification

Route items to queues

Set up work assignments in queues

Get started with intelligent routing

Diagnostics

Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service

Configure phone numbers and messaging accounts

Configure SMS workstream

Configure SMS workstream options

Route SMS conversations

Configure Additional Settings

Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service

Set up a workstream for chat

Create a chat channel

Allow chat transcripts and file downloads

Work with prechat and post-chat surveys

Embed a chat widget in a portal

Use proactive chat

Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service

Work with Microsoft Adaptive Cards

Build a smart assist bot

Integrate a smart assist bot with Omnichannel for Customer Service

Get started with Customer Service Insights

Configure Customer Service Insights

Use Customer Service Analytics dashboards in Power BI

Discover Customer Service Insights dashboards

Discover Knowledge search analytics

Create visualizations for Dynamics 365 Customer Service

Create and use charts

Create dashboards for Customer Service

Use Power BI to view Customer Service data

Get started with Connected Customer Service for Dynamics 365 and Azure IoT

Choose a deployment type

Install Connected Customer Service

Customer assets and IoT alerts

Generate alerts from IoT devices

Device management and interaction

Create and send commands to IoT devices

Create custom apps for Dynamics 365 Customer Service

Create Power Apps for Dynamics 365 Customer Service

Deploy a self-service portal for Customer Service

Customize case management

Integrate a Power Virtual Agents bot with Omnichannel for Customer Service

Create an Azure Active Directory application

Configure the Power Virtual Agents bot

Configure Omnichannel for Customer Service

REVIEWING ARCHITECTING CONCEPTS

SINGLE TO MULTIPLE ACCOUNTS

Group Exercise: Review Architecting on AWS core best practices
AWS Organizations for multi-account access and permissions
AWS SSO to simplify access and authentication across AWS accounts and third-party services
AWS Control Tower
Permissions, access, and authentication

HYBRID CONNECTIVITY

SPECIALIZED INFRASTRUCTURE

Zielgruppe

Zu den Aufgaben des Dynamics 365-Modulbetreuers für den Kundendialog gehören Netzwerksuche, Erfassen von Bedürfnissen, die Einbeziehung von Fachexperten und Stakeholdern, das Übersetzen von sowie Lösungen und Anwendungen zu konfigurieren. Der Functional Consultant implementiert eine Lösung unter Verwendung von standardisierten Funktionen, codeloser Erweiterbarkeit, Anwendungs- und Service-Integrationen.

Voraussetzung für den Kurs

Dieses Training richtet sich an Functional Consultants, die mit Dynamics 365 Customer Service arbeiten, oder an Functional Consultants, die mit anderen Dynamics 365-Anwendungen arbeiten und ihr Customer Service-Wissen erweitern möchten.

Partner

Microsoft Technik