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Dynamics 365 for Customer Engagement for Customer Service [MB-230T01]

Microsoft Dynamics 365 Customer Service giver enhver organisationen mulighed for at opnå succes med kundeservice. På dette kursus får du indsigt i brug af værktøjet herunder automatisering af sagsoprettelser og køadministration, så du kan arbejde effektivt med jeres kunder.

Forudsætninger

Du forventes at have et grundlæggende kendskab til Windows og Dynamics 365 svarende til kurset Dynamics 365 Fundamentals [MB-900T01].

Deltagerprofil

Kurset er for dig, som skal anvende Customer Service funktionerne i Dynamics 365. Kurset er endvidere rettet mod rollen som Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate.

Udbytte:

  • Installer og konfigurer Customer Service programmet
  • Identificer fælles Customer Service scenarier
  • Fuldfør en salgscase process
  • Analysere data til kundeservice
  • Automatisering af sagsstyring
  • Kendskab til brug af Knowledge Management
  • Kendskab til brug af rettigheder og SLA aftaler

Indhold

Module 1: Customer Service Overview

  • Create case records
  • Related service apps
  • Analytics for service
  • AI for service
  • Configuring customer service

Module 2: Case Management

  • Case management overview
  • Creating case records
  • Queue management
  • Case routing
  • Resolving cases

Module 3: Service Level Agreements and Entitlements

  • SLA and entitlement overview
  • Create and manage entitlements
  • Create and manage SLAs

Module 4: Knowledge Management

  • Knowledge management overview
  • Authoring and organizing
  • Use knowledge content
  • Manage knowledge content

Certificering

Dette kursus er rettet mod eksamen MB-230 Microsoft Dynamics 365 for Customer Service som sammen med eksamen MB-200 Microsoft Dynamice 365 Customer Engagement Core leder hen mod certificeringen Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate. Eksamen bestilles og betales særskilt.

Microsoft skriver dette om eksamen MB-230:

  • This exam measures your ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer
  • Candidates for this exam are Dynamics 365 Customer Engagement functional consultants with customer service expertise. Candidates are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency and customer satisfaction.
  • Candidates design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect. Candidates collaborate with the Customer Engagement administrator to implement and upgrade Power platform components, including knowledge base, and Voice of the Customer.
  • Candidates must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk.
  • Candidates should understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices. Candidates should include a comprehensive understanding of the Customer Service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.

Læs mere om IT-certificering her.

Microsoft Software Assurance Voucher

Kurset kan betales med 1 SA Voucher.

Underviser

Undervisningen varetages af en erfaren underviser fra Teknologisk Instituts netværk bestående af branchens dygtigste undervisere.

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