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MB2-718/81057: Agent Enablement in Microsoft Dynamics 365 for Customer Service

The Agent Enablement in Customer Service for Microsoft Dynamics 365 course focuses on how an organization can nurture customer satisfaction through automation of business processes. It provides an insight into some of the powerful Customer Service functionality capabilities that a customer service agent can utilize within Microsoft Dynamics 365. The Agent Enablement in Customer Service course guides you through the process of working with your customers in Microsoft Dynamics CRM 365, including resolution of customer complaints and service issues cost effectively, and provides insight on managing all related correspondence, documents, contacts and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionable insights, including the use of Service Level Agreements, Entitlements, and Queue Management.

This course helps prepare you for exam MB2-718. Operations, please review course 81073: Introduction to Microsoft Dynamics 365 for Operations.

This course is intended for Application Consultant, Leadership, Technology Consultant

Yêu cầu cơ bản/Prerequisites

  • Some basic experience using Windows applications
  • Knowledge of basic sales, marketing, and customer service roles in a business
  • Some knowledge of common Microsoft Dynamics CRM record types is preferred
  • Discuss basic records types and business processes that are involved in the Customer Service module
  • Utilize cases and queues to efficiently and quickly resolve customer complaints and service issues
  • Examine Service Level Agreements and how to create and manage them
  • Utilize entitlement templates to create entitlements and understand how entitlements relate to cases, products, and service level agreements
  • Analyze how to use relationship insights related to case management and quicker resolution times

Module 01: Introduction to Service Module

  • Module Overview
  • Customer Scenarios
  • Entities and Record Types
  • Module Review
  • Quiz: Test Your Knowledge
  • Entity Relationship
  • Relationships and Records
  • Access Types
  • Help Area
  • DEMO: Help Areas
  • Module Review

Module 02: Case Management

  • Module Overview
  • Cases
  • Case Form
  • Practice: Create a Case
  • Other Actions on Cases
  • Demonstration: Cases
  • Case Lists and Views
  • Search for Case Records
  • Convert Activities to Cases
  • Practice: Convert an Activity Into a Case
  • Case Resolution Processes
  • Practice: Case Resolution and Reactivation
  • Case Routing Rules
  • Record Creation and Update Rules
  • Practice: Create a New Case Routing Rule
  • Parent/Child Cases
  • Practice: Parent/Child Cases
  • Merging Cases
  • Practice: Merging Cases
  • Module Review

Module 03: Entitlements

  • Module Overview
  • What is an SLA?
  • Standard SLA's
  • Enhanced SLA's
  • Practice: Create an Enhanced SLA with SLA Details
  • SLA's On Demand
  • Practice: Validating a Case with Default Enhanced SLA
  • Module Review

Module 04: Customer Service

  • Module Overview
  • Entitlement
  • Create Entitlement Templates
  • Demonstration: Create Entitlement Templates
  • Create Entitlements
  • Practice: Create and Managing an Entitlement
  • Entitlement Channels
  • Associate Entitlement Channels
  • Practice: Associate Entitlement Channels
  • Apply Entitlements to Cases
  • Practice: Apply an Entitlements to a Case
  • Associate Products
  • Activate and Deactivate Entitlements
  • Renew Entitlements
  • Module Review

Module 05: Queue Management 

  • Module Overview
  • Queue Management
  • Queue Types
  • Add Cases and Activities to Queues
  • Practice: Add a Case to a Queue
  • Queue Items
  • Release and Remove Queue Items
  • Practice: Work on and Release a Queue Item
  • Queue Item Details
  • Practice: Queue Item Details
  • Case Routings
  • Module Review

Module 06: Course Review

  • Course Review
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