Курс "81058 Сервисная аналитика Microsoft Dynamics 365 для обслуживания клиентов"
Код: 81058 Специализация: Microsoft Dynamics 365
Продолжительность - 1 день
Производится набор группы
Стоимость:
20 000 руб.
Description
The Service Intelligence for Microsoft Dynamics 365 in Customer Service course provides insight on the components within the Customer Service module to put customer service at the forefront of an organization's intelligent customer engagement strategy. It focuses on how an organization can utilize a database of Knowledgebase articles to create an environment where users can easily provide standardized answers to customer questions. Additionally, this course explores the Interactive Service Hub with real time dashboards as well as some of the core analytical tools to provide insights on how to improve Customer Service.
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?
Search for articles within the knowledge base and associate them with a case
Resolve cases quick by using knowledge base articles
Create, manage, and maintain knowledge base article templates
Examine the process of creating, modifying, and publishing knowledge base articles
Develop how to properly format knowledge base articles through a template and the Engagement Hub
Demonstrate how to attach knowledge base articles to emails
Define how the Interactive Service Hub can significantly improve the quality of service for your organization
Explore the features of Multi-Stream Dashboards and how they affect the customer service experience
Determine how Single-Stream Dashboards can be utilized to best organize important service information
Manage queues and cases from streams within Microsoft Dynamics 365
Discuss how to create and configure interactive dashboards
Discover how to work with Advanced Find
Identify how to best work with Editable Grids
Work with the Report Wizard
Utilize Excel by exporting data and using Excel Templates
Work with system charts
Identify steps to create new charts
Create additional system dashboards
Create Power BI dashboards
Work with and Create Goals
Basic experience using Windows applications
Knowledge of basic sales, marketing, and customer service roles in a business
Some knowledge of common Microsoft Dynamics CRM record types is preferred
Программа курса
Module 01: Knowledge Management
Article Templates
Articles
Article Publishing and Expiration
Knowledge Base Articles
Cases
Email Knowledge Base Articles
Module 02: Interactive Service Hub
Multi-Stream Dashboards
Single-Stream Dashboard
Manage Queues and Cases from Streams
Create Interactive Dashboards
Use Other Record Types
Module 03: Intro to Service Analysis Tools
Advanced Find
Editable Grids
Report Design and Service Reports
Export to Excel
Differences between Export to Excel and Excel Templates
Module 04: Service Analytics Tools Extended
Charts
Service Dashboards
Power BI Dashboards
Goal Management Components
Define Goals
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
