Microsoft Dynamics 365 Customer Service

„Microsoft Dynamics 365 for Customer Service“ bietet jeder Organisation die Möglichkeit auf Kundenerfolg.  Tools wie die automatische Fallerstellung und die Warteschlangenverwaltung machen es Ihnen möglich, Ihre Zeit dort zu investieren, wo Sie größeren Einfluss haben – direkt bei Ihren Kund*innen. Werden Sie Teil eines Teams weltweit anerkannter Expert*innen, die Sie ausführlich von der Fallerstellung über die Interaktion mit Kund*innen bis hin zum Lösen dieser Fälle begleiten.  Sobald Sie diese Fälle gelöst haben, können Sie anhand der Datenanalyse die wichtigsten Details lernen, die Ihnen helfen, ähnliche Fälle schneller zu lösen oder neue Probleme ganz zu vermeiden.

Work with cases in Dynamics 365 Customer Service

• Get started with Dynamics 365 Customer Service
• Managing cases wit Dynamics 365 Customer Service Hub
• Manage cases with Dynamics 365 Customer Service workspace
• Use Microsoft Dynamcis 365 Customer Service queues to manage cas workloads
• Service representative collaboration in Dynamics 365 Customer Service
• Create or update records automatically in Customer Service Hub

Work with entitlements and service level agreements in Dynamics 365 Customer Service

• Work with service-level agreemets in Dynamics 365 Customer Service
• Create and manage entitlements in Microsoft Dynamics 365 Customer Service

Work with Knowledge Management Solutions in Dynamics 365 Customer Service

• Create knowledge management solutions in Dynamics 365 Customer Service
• Search and filter knowledge artickles by using Dynamics 365 Customer Service
• Use knowledge articles to resolve Dynamics 365 Customer Service cases

Help agents be more productive in Dynamics 365 Customer Service

• Create custom experiences for service representatives with agent experience profiles in Customer Service
• Enhance agent productivity with Customer Service workspace
• Manage cases with Dynamics 365 Customer Service workspace
• Enhance service representative productivity and personaliziation in Omnichannel for Customer Service
• Enhance service representative 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

Route and distribute work in Dynamics 365 Customer Service

• Get started with unified routing for Dynamics 365 Customer Service
• Rute and distribute work with unified routing in Dynamics 365 Customer Service
• Use skill-based routing in Dynamics 365 Customer Service
• Entity record routing with Omnichannel for Dynamics 365 Customer Service

Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service

• Get 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 Microsoft Copilot Studio copilot with Omnichannel for Customer Service

Create surveys with Dynamics 365 Customer Voice

• Create a survey project with Dynamics 365 Customer Voice
• Create customer suverys 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

Get started with Dynamics 365 Customer Service scheduling

• Set up Customer Service scheduling
• Schedule services with Customer Service scheduling

Work with Customer Service Insights

• Get started with Customer Service Insights
• Create visualizations for Dynamics 365 Customer Service

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

Zu den Aufgaben des Dynamics 365-Modulbetreuers für den Kundendialog gehören Netzwerksuche, Erfassen von Bedürfnissen, die Einbeziehung von Fachexperten und Stakeholdern, das Übersetzen von sowie Lösungen und Anwendungen zu konfigurieren. Der/die Functional Consultant*in implementiert eine Lösung unter Verwendung von standardisierten Funktionen, codeloser Erweiterbarkeit, Anwendungs- und Service-Integrationen.

Dieses Training richtet sich an Functional Consultants, die mit Dynamics 365 Customer Service arbeiten, oder an Functional Consultants, die mit anderen Dynamics 365-Anwendungen arbeiten und ihr Customer Service-Wissen erweitern möchten.