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This one-day workshop provides training on managing the Dynamics 365 Customer Service application. The workshop covers topics such as case management, knowledge base templates, service queue management, service level agreements, and using dashboards to improve customer service. Attendees will learn how to set up and resolve customer cases, create knowledge base articles, establish service queues, and analyze customer service data. The goal is to provide participants with the skills to effectively use the Dynamics 365 Customer Service Module.
This one-day workshop provides training on managing the Dynamics 365 Customer Service application. The workshop covers topics such as case management, knowledge base templates, service queue management, service level agreements, and using dashboards to improve customer service. Attendees will learn how to set up and resolve customer cases, create knowledge base articles, establish service queues, and analyze customer service data. The goal is to provide participants with the skills to effectively use the Dynamics 365 Customer Service Module.
This one-day workshop provides training on managing the Dynamics 365 Customer Service application. The workshop covers topics such as case management, knowledge base templates, service queue management, service level agreements, and using dashboards to improve customer service. Attendees will learn how to set up and resolve customer cases, create knowledge base articles, establish service queues, and analyze customer service data. The goal is to provide participants with the skills to effectively use the Dynamics 365 Customer Service Module.
Length This one-day instructor-led workshop provides students
• 1 day who work with Customer Service in Dynamics CRM, Plan 1 or Customer Engagement versions with the knowledge Prerequisites and skills to manage the Dynamics 365 (CRM) Customer • Dynamics 365 basic customer/account entry information Service application. Additionally, it will help individuals who develop applications work with the Dynamics 365 Audience (CRM) Customer Service Module. • Power Users or Administrators of the Dynamics 365 (CRM) Customer Service Application Workshop Outline • Customer Service Managers or Module 1: Introduction to Service Management Representatives using Dynamics • The features of Dynamics 365 Customer Engagement Service Module software • Sales vs Service • Customer Service after the sale What You’ll Learn • Managing Customer Service • Understand Service Management • Business Considerations and Configuration Settings for Service Management • Case Management (The core element • Examples of Dynamics 365 Customer Service of service) Module 2: Case Management (The core element of service) • Knowledge Base and Templates • Cases or Incidents are the basic premise • Service Queue Management • Create and manage a case • Service Level Agreements and • Establishing a case, attaching to a customer Entitlements • Add a phone call, task, email, or appointment activity to a case • The Interactive Service Hub to • Find what’s assigned to you in a queue improve customer service • Assign an activity to a user or queue • Voice of the Customer in Microsoft • Merge similar cases Dynamics 365 for Customer Service • Create and manage parent and child cases • Customer Service and Field Service • Parent/child case settings • Service Analysis and Reporting • Case routing rules • Automatically create case from email • Automatically create/update record • Case Resolution Processes
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• Automating Case Resolution with Business Process Flows
Module 3: Knowledge Base and Templates
• Knowledge management setup • Templates and publishing • Consistent Messaging • Creating Knowledge Base Template • Creating Knowledge Base Articles • Creating email Templates • Creating emails for Customers • Emailing Knowledge Base Articles
Module 4: Service Queue Management
• Service Queues overview • Establishing a Framework of Queues to process cases • Types of queues • Moving and Escalating Cases • Monitoring progress
Module 5: Service Level Agreements and Entitlements
• Service level agreements and entitlements • Service Contracts and Service Levels • Entitlement channels and allotments • Hours of coverage and holiday schedule • Allotments: minutes or incidents • Service Contract Templates • Selling Service Contracts and Entitlements
Module 7: Voice of the Customer in Microsoft Dynamics 365
for Customer Service • Survey Creation • Distribution and Responses • Reporting and Analytics
Module 8: Customer Service and Field Service
• The case for Field Service • Resource Management • Service Appointment Scheduling • The two technologies Service Scheduling and Field Service
Module 9: Service Analysis and Reporting
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• Advance Find • Service Reports • Export to Excel • Service Dashboards • Power BI Dashboards for Customer Service
Module 10: Course Review
• Introduction to Service Management • Case Management (The core element of service) • Knowledge Base and Templates • Service Queue Management • Service Level Agreements and Entitlements • The Interactive Service Hub to improve customer service • Voice of the Customer in Microsoft Dynamics 365 for Customer Service • Customer Service and Field Service • Service Analysis and Reporting • Microsoft Dynamics 365 for Customer Service Exam MB2-718 Review
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