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.
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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.

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.
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.

Wichtige Information

Dieses Training behandelt prüfungsrelevante Themen zum Examen: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

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
Understand the modern customer journey
Customer Service core components
Introducing Dynamics 365 Customer Service
Managing cases with Dynamics 365 Customer Service Hub
Work with status reason transitions
Case management work with cases scenarios
Case management dashboard scenarios
Case management scenarios
Exercise - Create and resolve cases10 min
Considerations for case creation automation
Case creation and lifecycle
Case management overview
Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
Routing rule sets
Work with queues
Create a Microsoft Dynamics 365 queue
Configure tables for queues
Introduction to Microsoft Dynamics 365 queues
Create or update records automatically in Customer Service Hub
Use the activity monitor to review and track rules
Complete and activate your rule
Map records manually with Power Automate
Configure rules for creating or updating records automatically
Set up rules to create or update records automatically
Introduction
Get started with unified routing for Dynamics 365 Customer Service
Set up workstreams for record routing
Create and manage queues for unified routing
Create and manage users
Set up unified routing
Route cases by using basic routing rule sets
Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Define entitlement templates
Other considerations
Work with entitlement channels
Create entitlement records
Overview of entitlements
Create knowledge management solutions in Dynamics 365 Customer Service
Knowledge article publication
Manage knowledge article versions, categories, and translations
Knowledge article lifecycle
Create and define knowledge articles
Knowledge management overview
Use knowledge articles to resolve Dynamics 365 Customer Service cases
Article analytics
Search for knowledge articles
Configure article search and display options
Enable and configure entities for Knowledge Search
Knowledge article and case resolution overview
Create a survey project with Dynamics 365 Customer Voice
Create your first project
Projects in Dynamics 365 Customer Voice
Dynamics 365 Customer Voice
Create customer surveys with Dynamics 365 Customer Voice
Add multiple languages for your surveys
Add satisfaction metrics to a survey and project
Personalize a survey with variables
Add branching logic to surveys
Survey headers and branding
Send Dynamics 365 Customer Voice surveys
Analyze survey reports
Use links and QR codes
Upload CSV files
Email a survey
Translate email templates into other languages
Create and personalize email templates
Automate Dynamics 365 Customer Voice surveys with Power Automate
Use variables for follow-up actions
Use the locale variable for multilingual surveys
Expand variables to further customize surveys
Create an invitation
Send a survey with Power Automate
Set up Customer Service scheduling
Check your knowledge
Define resources
Set up service scheduling
Schedule services with Customer Service scheduling
Schedule service activities
Create service activities
Set up fulfillment preferences
Enhance agent productivity with Customer Service workspace
Use the Productivity pane in Customer Service workspace
Work with case records
View and edit records
Explore the Customer Service workspace user interface
Create custom experiences for agents with agent experience profiles in Customer Service
Use templates in workstreams
Manage notification settings and templates
Session templates
Application tab templates
Create and use agent experience profiles to manage apps
Getting started with Omnichannel for Customer Service
Helping an agent's productivity
Work with customer information
Work with conversations
Manage sessions and work with applications
Use the agent interface
Route and distribute work with unified routing in Dynamics 365 Customer Service
Diagnostics
Get started with intelligent routing
Set up work assignments in queues
Route items to queues
Set up work classification
Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
Configure Additional Settings
Route SMS conversations
Configure SMS workstream options
Configure SMS workstream
Configure phone numbers and messaging accounts
Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
Use proactive chat
Embed a chat widget in a portal
Work with prechat and post-chat surveys
Allow chat transcripts and file downloads
Create a chat channel
Set up a workstream for chat
Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
Integrate a smart assist bot with Omnichannel for Customer Service
Build a smart assist bot
Work with Microsoft Adaptive Cards
Get started with Customer Service Insights
Discover Knowledge search analytics
Discover Customer Service Insights dashboards
Use Customer Service Analytics dashboards in Power BI
Configure Customer Service Insights
Create visualizations for Dynamics 365 Customer Service
Use Power BI to view Customer Service data
Create dashboards for Customer Service
Create and use charts
Get started with Connected Customer Service for Dynamics 365 and Azure IoT
Customer assets and IoT alerts
Install Connected Customer Service
Choose a deployment type
Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Create and send commands to IoT devices
Device management and interaction
Generate alerts from IoT devices
Create custom apps for Dynamics 365 Customer Service
Customize case management
Deploy a self-service portal for Customer Service
Create Power Apps for Dynamics 365 Customer Service
Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
Configure Omnichannel for Customer Service
Configure the Power Virtual Agents bot
Create an Azure Active Directory application
  • Group Exercise: Review Architecting on AWS core best practices
  • Lab 1: Securing Amazon S3 VPC Endpoint Communications
  • 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
  • Group Exercise: Review Architecting on AWS core best practices
  • Lab 1: Securing Amazon S3 VPC Endpoint Communications
  • Group Exercise: Review Architecting on AWS core best practices
  • Lab 1: Securing Amazon S3 VPC Endpoint Communications

Dein Training im Überblick

Dauer 4
Trainingssprache Deutsch
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2.485,00 €

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