Beskrivelse

Indhold

• 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
• Lesson 6: Module summary
• 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
• Lesson 6: Module summary
• 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
• Lesson 4: Module summary
• 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
• Lesson 5: Module summary