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Đề cương khóa học
Module 1: Introduction to Dynamics 365 Customer Service
Module 2: Case management with the Customer Service Hub
Module 3: Managing case workloads using queues
Module 4: Automating record creation and updates
Module 5: Introduction to unified routing in Customer Service
Module 6: Creating and managing entitlements
Module 7: Working with Service Level Agreements (SLAs)
Module 8: Creating knowledge management solutions
Module 9: Using knowledge articles to resolve cases
Module 10: Creating survey projects with Customer Voice
Module 11: Designing customer surveys with Customer Voice
Module 12: Sending Customer Voice surveys
Module 13: Automating surveys using Power Automate
Module 14: Configuring service scheduling
Module 15: Scheduling services with Customer Service Scheduling
Module 16: Boosting agent productivity with Customer Service Workspace
Module 17: Customizing agent experiences with Agent Experience Profiles
Module 18: Introduction to Omnichannel for Customer Service
Module 19: Routing and distributing work with unified routing
Module 20: Implementing SMS channels in Omnichannel
Module 21: Deploying chat widgets using Omnichannel
Module 22: Building intelligent assistance solutions in Omnichannel
Module 23: Introduction to Customer Service Insights
Module 24: Creating visualizations for Customer Service data
Module 25: Introduction to Connected Customer Service and Azure IoT
Module 26: Registering and managing devices with Connected Customer Service
Module 27: Building custom apps for Customer Service
Module 28: Integrating Copilot Studio with Omnichannel for Customer Service
Summary and Next Steps
Requirements
- An understanding of basic CRM concepts
- Experience with customer support or service processes
- Familiarity with Microsoft 365 or Dynamics 365 environments
Audience
- Customer service professionals and team leaders
- CRM administrators and Dynamics 365 consultants
- IT professionals responsible for customer support solutions
35 Hours
Testimonials (1)
Tôi học được rằng chúng ta đang sử dụng hệ thống mà mình làm việc một cách chưa hết công suất và đã tận hưởng mọi khía cạnh của nó.
Tracy Rehman - Financial Planning Institute
Course - Microsoft Dynamics 365 Customer Insights (MB-220)
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