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MB2-718/81058: Service Intelligence in Microsoft Dynamics 365 for Customer Service

The Service Intelligence for Microsoft Dynamics 365 in Customer Service course provides insight on the components within the Customer Service module to put customer service at the forefront of an organization's intelligent customer engagement strategy. It focuses on how an organization can utilize a database of Knowledgebase articles to create an environment where users can easily provide standardized answers to customer questions. Additionally, this course explores the Interactive Service Hub with real time dashboards as well as some of the core analytical tools to provide insights on how to improve Customer Service.

This course helps prepare you for exam MB2-718

This course is intended for Application Consultant, Technology Consultant

Yêu cầu cơ bản/Prerequisites

  • 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
  • Search for articles within the knowledge base and associate them with a case
  • Resolve cases quick by using knowledge base articles
  • Create, manage, and maintain knowledge base article templates
  • Examine the process of creating, modifying, and publishing knowledge base articles
  • Develop how to properly format knowledge base articles through a template and the Engagement Hub
  • Demonstrate how to attach knowledge base articles to emails
  • Define how the Interactive Service Hub can significantly improve the quality of service for your organization
  • Explore the features of Multi-Stream Dashboards and how they affect the customer service experience
  • Determine how Single-Stream Dashboards can be utilized to best organize important service information
  • Manage queues and cases from streams within Microsoft Dynamics 365
  • Discuss how to create and configure interactive dashboards
  • Discover how to work with Advanced Find
  • Identify how to best work with Editable Grids
  • Work with the Report Wizard
  • Utilize Excel by exporting data and using Excel Templates

Module 01: Knowledge Management

  • Module Overview
  • Article Templates
  • Demonstration: Create an Article Template
  • Articles
  • Demonstration: Create a Knowledge Base Article from a Template
  • Demonstration: Create a New Knowledge Base Article Using Interactive Service Hub
  • Practice: Create Knowledge Base Article Using the Interactive Service Hub
  • Article Publishing and Expiration
  • Demonstration: Manage a Knowledge Base Article
  • Knowledge Base Articles
  • Demonstration: Search for Knowledge Base Articles
  • Cases
  • Demonstration: Associate an Article to Help Resolve a Case
  • Practice: Link a Knowledge Base Article to a Case
  • Email Knowledge Base Articles
  • Demonstration: Email Knowledge Base Articles
  • Module Review

Module 02: Interactive Service Hub

  • Module Overview
  • Multi-Stream Dashboards
  • Demonstration: Multi-Stream Dashboards
  • Single-Stream Dashboard
  • Demonstration: Single-Stream Dashboard
  • Manage Queues and Cases from Streams
  • Demonstration: Manage Queues and Cases from Streams
  • Create Interactive Dashboards
  • Demonstration: Create Interactive Dashboards
  • Practice: Create an Interactive Dashboard
  • Use Other Record Types
  • Demonstration: Knowledge Dashboard
  • Module Review

Module 03: Intro to Service Analysis Tools

  • Module Overview
  • Advanced Find
  • Demonstration: Advanced Find
  • Editable Grids
  • Demonstration: Editable Grids
  • Report Design and Service Reports
  • Demonstration: Service Reports
  • Practice: Service Reports
  • Export to Excel
  • Demonstration: Export to Excel
  • Practice: Use Advanced Find to Find and Export Records
  • Differences between Export to Excel and Excel Templates
  • Practice: Creating an Excel Template
  • Module Review

Module 04: Service Analytics Tools Extended

  • Module Overview
  • Charts
  • Demonstration: Create a Multi-Series Chart
  • Practice: Create a Service Chart
  • Service Dashboards
  • Service Dashboards
  • Power BI Dashboards
  • Demonstration: Configure a Power BI Dashboard
  • Goal Management Components
  • Define Goals
  • Demonstration: Create a Monthly Goal for Cases
  • Practice: Create a Monthly Goal for Cases
  • Module Review

Module 05: Course Review

  • Course Review
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