Курс "81057 Агент службы поддержки для Microsoft Dynamics 365 для обслуживания клиентов"
Код: 81057 Специализация: Microsoft Dynamics 365
Продолжительность - 1 день
Производится набор группы
Стоимость:
20 000 руб.
Description
The Agent Enablement in Customer Service for Microsoft Dynamics 365 course focuses on how an organization can nurture customer satisfaction through automation of business processes. It provides an insight into some of the powerful Customer Service functionality capabilities that a customer service agent can utilize within Microsoft Dynamics 365. The Agent Enablement in Customer Service course guides you through the process of working with your customers in Microsoft Dynamics CRM 365, including resolution of customer complaints and service issues cost effectively, and provides insight on managing all related correspondence, documents, contacts and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionable insights, including the use of Service Level Agreements, Entitlements, and Queue Management.
This course helps prepare you for assessment Microsoft Dynamics 365 for Customer Service.
This course helps prepare you for exam MB2-718
What are the goals for this course?
Discuss basic records types and business processes that are involved in the Customer Service module
Utilize cases and queues to efficiently and quickly resolve customer complaints and service issues
Examine Service Level Agreements and how to create and manage them
Utilize entitlement templates to create entitlements and understand how entitlements relate to cases, products, and service level agreements
Analyze how to use relationship insights related to case management and quicker resolution times
Some basic experience using Windows applications
Knowledge of basic sales, marketing, and customer service roles in a business
Программа курса
Module 01: Introduction to Service Module
Customer Scenarios
Entities and Record Types
Module 02: Case Management
Cases
Case Form
Other Actions on Cases
Case Lists and Views
Search for Case Records
Convert Activities to Cases
Case Resolution Processes
Case Routing Rules
Record Creation and Update Rules
Parent/Child Cases
Merging Cases
Module 03: Service Level Agreements
What is an SLA?
Standard SLA's
Enhanced SLA's
SLA's On Demand
Module 04: Entitlements
Entitlement
Create Entitlement Templates
Create Entitlements
Entitlement Channels
Associate Entitlement Channels
Apply Entitlements to Cases
Associate Products
Activate and Deactivate Entitlements
Renew Entitlements
Module 05: Queue Management
Queue Management
Queue Types
Add Cases and Activities to Queues
Queue Items
Release and Remove Queue Items
Queue Item Details
Case Routings
Облачный сервис Microsoft Dynamics 365 объединил в себе самые последние CRM- и ERP-решения компании для комплексного и более продуктивного управления бизнесом, включая контроль рабочего процесса, распределение ресурсов, формирование различных видов финансовой отчетности, а также повышение качества предоставляемых организацией услуг, анализ клиентской активности или планирование продаж.
Пользователи сервиса Microsoft Dynamics 365 могут использовать широкие возможности интегрированных аналитических инструментов Power BI и сервисов продвинутой аналитики из «облака» Microsoft Azure Cortana Intelligence Suite для оптимизации производства, получения детализированных рыночных прогнозов и создания актуальных, учитывающих множество экономических факторов, маркетинговых планов.
По окончании авторизованного курса Microsoft выдаётся международный сертификат Microsoft
