Dynamics 365 for customer engagement for Customer Service - MB-230T01

Modalidad

  • Edición presencial (*)
  • Edición online (Una vez que se registre recibirá el alta con el usuario y contraseña de acceso)
(*)Durante el estado de alarma solo se hacen en modalidad de teleformación y posteriormente se harán preferentemente en modalidad de teleformación.

     

    Detalles de la formación:

    Module 1: Customer Service Overview

    In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.

    Lessons

    • Lesson 1: Create case records
    • Lesson 2: Related service apps
    • Lesson 3: Analytics for service
    • Lesson 4: AI for service
    • Lesson 5: Configuring customer service

    After completing this module, students will be able to:

    • Install and configure the customer service application.
    • Identify common customer service scenarios.

    Module 2: Case Management

    In this module you will learn how to open and resolve customer service cases, both manually and with automation.

    Lessons

    • Lesson 1: Case management overview
    • Lesson 2: Creating case records
    • Lesson 3: Queue management
    • Lesson 4: Case routing
    • Lesson 5: Resolving cases

    After completing this module, you will be able to:

    • Open and resolve customer service cases.
    • Automate case creation and routing.

    Module 3: Service Level Agreements and Entitlements

    In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.

    Lessons

    • Lesson 1: SLA and entitlement overview
    • Lesson 2: Create and manage entitlements
    • Lesson 3: Create and manage SLAs

    After completing this module, you will be able to:

    • Create and use service level agreements.
    • Create and use entitlements.

    Module 4: Knowledge Management

    In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.

    Lessons

    • Lesson 1: Knowledge management overview
    • Lesson 2: Authoring and organizing
    • Lesson 3: Use knowledge content
    • Lesson 4: Manage knowledge content

    After completing this module, you will be able to:

    • Create and manage knowledge content.

    Module 5: Omnichannel

    In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.

    Lessons

    • Lesson 1: Get Started
    • Lesson 2: Entity record routing
    • Lesson 3: Routing and work distribution
    • Lesson 4: Configure message channels
    • Lesson 5: Deploy chat widgets
    • Lesson 6: Create smart assist solutions
    • Lesson 7: Integrate a Power Virtual Agents bot
    • Lesson 8: Productivity tools

    Module 6: Customer Service Scheduling

    In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service.

    Lessons

    • Lesson 1: Getting Started with Customer Service Scheduling
    • Lesson 2: Configure Customer Service Scheduling
    • Lesson 3: Defining and working with bookable resources
    • Lesson 4: Working with services
    • Lesson 5: Working with fulfillment preferences
    • Lesson 6: Scheduling service activities
    • Lesson 7: Rescheduling service activities and substituting resources

    Module 7: Connected Customer Service

    In this module, you will learn how to use Dynamics 365 Connected Customer Service to take data and help execute actual business actions on the data.

    Lessons

    • Lesson 1: Getting started with Connected Customer Service
    • Lesson 2: Registering devices
    • Lesson 3: Device management and interaction
    • Lesson 4: IoT alerts and sending commands

    Module 8: Customer Service Insights

    In this module, you will learn how to work with Customer Service Insights to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.

    Lessons

    • Lesson 1: Get started with Customer Service Insights
    • Lesson 2: Work with Customer Service call insights

     

          Contacto: Javier Lozano - email: info@nanforiberica.com - Teléfono +34915620454

           

           

          Protección de datos del participante: RGPD

          NANFOR IBÉRICA SL garantiza la protección y confidencialidad de los datos personales que nos proporcionen de acuerdo con lo dispuesto en el Reglamento General de Protección de Datos de Carácter Personal (UE) 2016/679 del Parlamento Europeo y del Consejo, de 27 de abril de 2016 y la Ley de Servicios de la Sociedad de la Información y Comercio Electrónico 34/2002 de 11 de Julio (LSSI-CE). Le informamos que su dirección de correo electrónico, así como el resto de los datos de carácter personal, tienen la finalidad de gestionar las comunicaciones y relaciones formativas por vía electrónica. En cumplimiento de lo establecido en el RGPD, usted podrá ejercer sus derechos de acceso, rectificación, cancelación/supresión, oposición, limitación o portabilidad en los términos establecidos en el Reglamento General de Protección de Datos. El responsable del tratamiento es NANFOR IBÉRICA SL con domicilio en C/ Príncipe de Vergara 95 1ºD. 28006, Madrid, o bien mediante correo electrónico en la dirección soporte@nanforiberica.com, adjuntando copia de su DNI.

            €695.00