Microsoft Dynamics 365 Customer Service Functional Consultant -koulutus tarjoaa kattavan käsityksen Dynamics 365 for Customer Service -sovelluksen keskeisistä toiminnoista ja ominaisuuksista, joiden avulla pystyy tarjoamaan laadukasta asiakaspalvelua organisaatioille.
Opintojen aikana perehdytään kuinka hyödyntää Dynamics 365:n monipuolisia toimintoja tehokkaasti asiakaspalvelun parantamiseksi, kuten raportointi- ja analysointityökaluja, joiden avulla voidaan seurata ja optimoida asiakaspalvelun suorituskykyä. Lisäksi koulutuksessa keskitytään Dynamics 365 for Customer Service -sovelluksen konfigurointiin organisaation tarpeiden mukaan ja opitaan mukauttamaan sovellusta erilaisiin asiakaspalveluskenaarioihin ja integroimaan sen muihin liiketoimintajärjestelmiin saumattomasti.
Koulutuksessa käsitellään myös asiakaspalveluprosesseja, kuten palvelupyyntöjen hallintaa, asiakkuuksienhallintaa ja monikanavaista viestintää.
Tavoite
Opi syvällistä tietoa ja taitoja Dynamics 365 for Customer Service -sovelluksen käytössä sekä hallinnassa ja kuinka sovellusta voi käyttää asiakaspalvelun optimoinnissa.
Kenelle
Koulutus sopii erityisen hyvin henkilöille, jotka työskentelevät asiakaspalvelutehtävissä tai haluavat kehittää taitojaan asiakaspalvelun parissa Microsoft Dynamics 365 -ympäristössä.
Koulutukseen osallistuvalla on suositeltavaa olla kokemusta Dynamics 365 tai muusta liiketoimintajärjestelmästä ja tuntemusta asiakaspalveluprosesseista.
Lisätiedot
Koulutus valmentaa Microsoftin viralliseen MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant -sertifiointitestiin.
Koulutuksen sisältö
Create and manage cases
- Configure cases
- Manage cases
- Create and search for case records
- Convert activities to cases
- Perform case resolution
- Manage parent/child cases
- Merge cases
- Set autonumbering for customer service entities
Define and configure foundational Customer Service components
- Implement Advanced Similarity rules
- Implement record creation and update rules
- Configure and modify the Case Resolution dialogue
- Configure Status Reason transitions
- Configure business process flows
- Configure categories and subjects
- Configure document management
- Configure basic and enhanced Teams integration
- Configure security roles
- Describe the Customer Service app interfaces
Create and administer Knowledge Management
- Configure internal Knowledge Search capabilities
- Resolve cases by using Knowledge articles
- Manage the Knowledge article lifecycle
- Manage Knowledge article content and templates
- Configure tables for Knowledge Management
- Translate Knowledge articles
- Manage Knowledge article feedback
- Integrate and search external Knowledge sources
Capture customer feedback by using Customer Voice
- Create a survey
- Describe survey elements including question types
- Apply formatting and branding to a survey
- Trigger distribution of a survey
- Describe and analyze survey results including Customer Satisfaction Score and Net Promoter Score
Create and manage entitlements
- Configure and apply entitlements
- Define and create entitlements including products, channels, contacts, allocations, and SLAs
- Manage entitlement templates
- Activate and deactivate entitlements
- Renew or cancel an entitlement
Create and manage SLAs
- Define and create SLAs
- Configure SLA settings
- Configure a holiday schedule
- Configure a customer service schedule
- Implement actions by using Power Automate
- Apply SLAs
- Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
- Configure a timer control on a form
- Enable tables for enhanced SLAs
Configure service scheduling
- Define business closures
- Configure resources
- Configure work hours
- Configure facilities and equipment
- Configure resource categories and characteristics
- Configure resource groups
- Configure sites
- Define services
- Configure fulfillment preferences
Implement schedule boards
- Identify features and uses for Booking Requirements view
- Schedule service activities
- Reassign and reschedule service activities
Manage schedule boards
- Describe use cases for multiple schedule boards
- Configure schedule boards
- Customize schedule boards
Implement Universal Resource Scheduling (URS)
- Describe use cases for URS
- Describe the role of resource requirements in scheduling
- Enable scheduling for a table
- Manage the work hours calendar for requirements
Deploy Omnichannel for Customer Service
- Configure workstreams
- Implement security roles for omnichannel
- Configure user settings
Manage channels
- Configure a chat widget
- Configure pre-chat surveys
- Configure proactive chat
- Configure the voice channel
- Configure the chat channel
- Configure the record-based channel
Configure agent productivity tools
- Configure quick replies
- Configure agent scripts
- Create macros
- Enable the productivity pane
Configure agent workspaces
- Configure notifications
- Configure session templates
- Create agent experience profiles
- Configure the Agent Inbox
- Configure application tabs
Configure agent productivity AI capabilities
- Enable AI suggestions for similar cases
- Enable AI-suggested descriptions and keywords
- Enable Smart Assist
- Configure real-time customer sentiment
- Configure AI suggestions for contacts in Microsoft Teams
Configure insights
- Configure historical analytics
- Configure topic clustering
- Configure Knowledge search analytics
Create and configure visualizations and reports
- Configure single-stream and multi-stream interactive dashboards
- Design and create customer service charts
- Personalize native Power BI reports
Configure Omnichannel Insights
- Configure the Omnichannel Insights dashboard
- Configure intraday insights
- Customize KPIs for intraday insights
- Enable sentiment analysis
Configure model-driven apps
- Create and configure forms
- Create and configure views
- Configure site maps
- Create and configure columns
- Configure Microsoft Excel and Word templates
- Configure alerts and in-app notifications
- Configure column mappings on table relationships
Create custom apps
- Create task-specific canvas apps and custom pages
- Embed apps in Dynamics 365 Customer Service
- Create Microsoft Power Pages websites
Implement Microsoft Copilot Studio for Customer Service
- Describe Microsoft Copilot Studio components and concepts
- Integrate Microsoft Copilot Studio with Dynamics 365 Customer Service
- Create and manage bots including chat and voice
- Implement Microsoft Copilot Studio as a post-call survey
Describe Connected Customer Service
- Describe IoT components
- Identify use cases for Connected Customer Service
- Describe security roles for Connected Customer Service
Create and manage IoT devices
- Manage IoT devices
- Interact with IoT devices
- Associate devices with customer accounts
- Categorize devices
Configure routing
- Configure work classification and assignments including rules
- Configure user attributes including capacity profiles
- Implement Basic Case Routing rules
- Configure Routing Rulesets
- Describe unified routing options
- Configure skills-based routing and Skills Finder
- Configure diagnostics
Create and manage queues
- Differentiate queue types
- Configure queues
- Add records to queues
- Configure tables for queues
- Perform queue operations including pick, release, remove, and delete operations
Avainsanat
Microsoft, Dynamics 365, Customer Service, Customer Success