Kurser

4 dages kursus 
Læring inden for et specifikt emne

Microsoft Dynamics 365 Customer Service [MB-230T01]

14. - 17. november 2023 Aarhus
11. - 14. december 2023 Taastrup
DKK  17.499
ekskl. moms
Nr. 90488 A
Tilmeld dig

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

Deltagerprofil

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

Forudsætninger

Du forventes at have et grundlæggende kendskab til Microsoft Dynamics 365 svarende til kurset Microsoft Dynamics 365 Fundamentals Customer Engagement Apps [MB-910T00].

Udbytte

  • Få styr på Customer Service applikationen
  • Identificer fælles Customer Service scenarier
  • Oprette surveys
  • Kendskab til brug af Knowledge Management
  • Kendskab til brug af rettigheder og SLA aftaler
  • Lær at arbejde med Omnichannel, Connected Customer Service, Customer Service Scheduling, Customer Service Insights m.m

Det får du på kurset

Vi sørger for at rammerne er i orden, så du kan fokusere på at lære

Efter du har fuldendt kurset, vil du modtage et kursusbevis.

Kursusbevis

Hos Teknologisk Institut bruger vi kun erfarne undervisere.

Erfaren underviser

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Certificeret underviser

På kurset får du morgenmad, frokost, snacks og drikkevarer.

Fuld forplejning

På kurset er der indtænkt øvelser og deltagerinddragelse.

Øvelser og inddragelse

Materiale på engelsk

Materiale på engelsk

Undervisning på dansk

Undervisning på dansk

Tæt på kursusstedet er der gratis parkering.

Gratis parkering

Indhold

Module 1: Work with Cases
  • Get started with Dynamics 365 Customer Service
  • Managing cases with Dynamics 365 Customer Service Hub
  • Manage cases with with Dynamics 365 Customer Service workspace
  • Use Microsoft Dynamice 365 Customer Service queues to manage case workloads
  • Agent collaboration in with Dynamics 365 Customer Service
  • Create or update records automatically in Customer Service Hub
Module 2: Work with entitlements and service level agreements
  • Work with service-level agreements in Dynamics 365 Customer Service
  • Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Module 3: Work with knowledge management solutions
  • Create knowledge management solutions in Dynamics 365 Customer Service
  • Search and filter knowledge articles by using Dynamics 365 Customer Service
  • Use knowledge articles to resolve Dynamics 365 Customer Service cases
Module 4: Create surveys with Dynamics 365 Customer Voice
  • Create a survey project with Dynamics 365 Customer Voice
  • Create customer surveys with Dynamics 365 Customer Voice
  • Send Dynamics 365 Customer Voice surveys
  • Automate Dynamics 365 Customer Voice surveys with Power Automate
  • Embed surveys in your website with Dynamics 365 Customer Voice
  • Create customer Power BI reports in Dynamics 365 Customer Voice
Module 5: Get started with Dynamics 365 Service Scheduling
  • Set up Customer Service Scheduling
  • Schedule services with Customer Service scheduling
Module 6: Help agents be more productive in Dynamics 365 Customer Service
  • Create custom experiences for agents with agent experience profiles in Customer Service
  • Enhance agent productivity with Customer Service workspace
  • Manage cases with Dynamics 365 Customer Service workspace
  • Enhance agent productivity and personalization in Omnichannel for Customer Service
  • Enhance agent productivity and personalization in Customer Service Hub
  • Get started with Dynamics 365 Productivity Tools
  • Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
Module 7: Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service
  • Getting started with Omnichannel for Customer Service
  • Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
  • Deploy a Voice channel in Dynamics 365 Customer Service
  • Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
  • Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
  • Set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service
  • Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
Module 8: Work with Customer Service Insights
  • Get started with Customer Service Insights
  • Create visualizations for Dynamics 365 Customer Service
  • Work with Customer Service call insights
Module 9: Use connected Customer Service with Dynamics 365
  • Get started with Connected Customer Service for Dynamics 365 and Azure IoT
  • Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Module 10: Extend Dynamics 365 Customer Service Platform
  • Create custom apps for Dynamics 365 Customer Service
  • Integrate a Power Virtual Agents bot with Omnichannel for Customer Service

Certificering

Dette kursus er rettet mod eksamen MB-230 Microsoft Dynamics 365 Customer Service og ved beståelse opnår du certificeringen Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate. Du skal bestille og betale særskilt for din eksamen.

Microsoft skriver dette om eksamen MB-230:

  • This exam measures your ability to accomplish the following technical tasks: manage cases and the knowledge base; manage entitlements, and SLAs; implement scheduling, implement multi-session experiences for Customer Service, manage analytics and insights, implement Microsoft Power Platform, implement Connected Customer Service, and implement routing
  • Candidates for this exam are functional consultants with customer service expertise. They are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.
  • Candidates design and implement service management processes in collaboration with solution architects. Candidates collaborate with customer engagement administrators to implement and upgrade customer service components including knowledge management, customer feedback, and connected services.
  • Candidates must have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, unified routing and queues, entitlements, resource scheduling, service- level agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, Customer Service workspaces, Customer Voice, and Omnichannel for Customer Service. The functional consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of apps along with a basic understanding of the solution architecture and quality assurance.

Læs mere om IT-certificering her.

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Underviser

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Vælg dato

Aarhus
14. - 17. november 2023
Taastrup
11. - 14. december 2023
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