Курс "81064 Единая Служба Поддержки в Microsoft Dynamics 365 для обслуживания клиентов"
Код: 81064 Специализация: Microsoft Dynamics 365
Продолжительность - 1 день
Производится набор группы
Стоимость:
20 000 руб.
Description
This course provides students with the tools to setup and perform basic configuration for Unified Service Desk for Dynamics 365. The focus is on using Dynamics 365 to configure the basic foundational components of Unified Service Desk, including Hosted Controls, Action Calls, Toolbars, and Windows Navigation Rules.
This course helps prepare you for exam MB2-718.
What are the goals for this course?
How to install Unified Service Desk. This includes selecting the correct Sample Data package based on the type of environment you want to deploy
Provide an overview of the basic configuration capabilities from inside Dynamics 365
How to leverage Hosted Controls, including required Hosted Controls and common controls used in most environments
Explore how to use UII Actions and Action Calls to execute functionality in the application
Work with and create Toolbars to launch Action Calls
How to use Events to trigger functionality in the application
Explore the difference and relationships between Replacement Parameters and Data Parameters in the application
Using the Debugger to perform basic troubleshooting, and testing
Provide guidance on the next steps available to create more detailed and targeted solutions using additional controls such as session management, Agent Scripts, and custom development
A working knowledge of how to use Microsoft Dynamics CRM 2013 and/or 2015
It is recommended, but not required, that individuals have completed Microsoft Dynamics CRM 2013 applications training
Программа курса
Module 01: Introduction and Overview
Contact Center Challenges
Multiple Channels
Key Performance Indicators
What is Unified Service Desk
Unified Service Desk Overview Demo
Module 02: Setup and Installation
System Requirements
USD Package Deployer
USD Architecture
Module 03: Hosted Controls
Hosted Control
Required Hosted Controls
Common Hosted Control Types
Other Hosted Controls Types
Module 04: UII Actions, Action Calls, and Toolbars
UII Actions and Action Calls
Action Call and UII Actions Relationship
Sub Actions
Create an Action Call
Toolbars
Events
Module 05: Window Navigation Rules
Navigation Rules
Order of Evaluation
Creating Rules
Define Specific Rules
Module 06: Debugger and Data Parameters
Debugger
Configure the Debugger
Data Parameters and Replacement Parameters
Recognize Various Options
Using Dynamics 365 Data
Viewing Parameters in the Debugger
Module 07: Bringing it all together and where to go from here
Review Components
Where Can You Go From Here?
Session Management
Configurations
Agent Scripting
Theming and Styling
Custom Development
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
