Kurser

3 dages kursus 
Læring inden for et specifikt emne

Microsoft Dynamics 365 Customer Service [MB-230T01]

6. - 9. marts 2023 Taastrup
21. - 24. marts 2023 Aarhus
12. - 15. juni 2023 Taastrup
26. - 29. september 2023 Taastrup
DKK  17.499
ekskl. moms
Nr. 90488 A

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

  • Installer og konfigurer Customer Service applikationen
  • 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
  • Lær at arbejde med Omnichannel, Connected Customer Service, Customer Service Scheduling, Customer Service Insights m.m

Det får du på kurset

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

Kursusbevis

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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
  • In this module you will learn about working with Cases in Dynamics 365 Customer Service
    - Get started with Cases
    - Managing Cases
    - Use queues to manage case workloads
    - Create or update records automatically
    - Unified routing
Module 2: Work with entitlements and service level agreements
  • In this module you will learn how to create and manage entitlements and service level agreements
    - Create and manage entitlements
    - Create and manage service level agreements
Module 3: Work with knowledge management
  • In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases
    - Create knowledge management solutions
    - Use knowledge articles to resolve cases
    - Create and manage SLAs
Module 4: Create surveys with Customer Voice
  • In this module you will learn how to engage with customers using Dynamics 365 Customer Voice
    - Create a survey project
    - Create surveys
    - Send surveys
    - Automate surveys
Module 5: Schedule services
  • In this module, you will learn how to schedule services and resources using Customer Service Scheduling
    - Configure Customer Service Scheduling
    - Schedule services
Module 6: Work with Dynamics 365 Customer Service workspaces
  • In this module, you will learn how to use Customer Service workspaces
    - Enhance agent productivity
    - App profile manager
Module 7: Omnichannel for Dynamics 365 Customer Service
  • In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service
    - Getting started
    - Routing and work distribution
    - Deploy an SMS channel
    - Deploy chat widgets-Create smart assist solutions
Module 8: Manage analytics and insights
  • In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
    - Get started
    - Create visualizations
Module 9: Connected Customer Service
  • In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios
    - Getting started
    - Registering and managing devices
Module 10: Implement Microsoft Power Platform
  • In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution
    - Create custom apps
    - Integrate a Power Virtual Agents bot

Certificering

Dette kursus er rettet mod eksamen MB-230 Microsoft Dynamics 365 Customer Service som sammen med eksamen PL-200 Microsoft Power Platform Functional Consultant leder hen mod certificeringen Microsoft Certified: Dynamics 365 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.

25656
Underviser

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

Vælg dato

Taastrup
6. - 9. marts 2023
Aarhus
21. - 24. marts 2023
Taastrup
12. - 15. juni 2023
Taastrup
26. - 29. september 2023
Aarhus
14. - 17. november 2023

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