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MB2-718/81063: Voice of the Customer in Microsoft Dynamics 365 for Customer Service

This course provides students with the tools to configure Dynamic 365 Voice of the Customer Solution. The focus is on the using and understanding how the platform tools that are provided can be leveraged to create surveys, customize surveys with themes and images, configure questions, and control how surveys are distributed.

This course helps prepare you for exam MB2-718.

This course is intended for Application Consultant, Developer, Marketing, Solution Architect, technology Consultant

Yêu cầu cơ bản/Prerequisites

A working knowledge of how to use Microsoft Dynamics CRM 2013 and/or 2015

  • How to install and configure the Voice of the Customer Preferred Solution
  • Provide overall guidance on the designing voice of the Customer Surveys
  • How to work with Survey Responses and Feedbacks
  • Creating and maintaining survey Pages, and elements
  • Customize how respondents interact with surveys using response routing
  • Personalize Surveys with Piped data

Module 01: Introduction and Overview

  • Module Overview
  • Dynamics CRM Voice of the Customer Introduction
  • Setup and Installation
  • Practice: Install and Configure Voice of the Customer
  • Configuration Tour
  • Brand Customization
  • Practice: Add Images and a Custom Theme
  • Planning Your Survey
  • Module Review

Module 02: Survey Creation

  • Module Overview
  • Creating a New Survey
  •  Practice: Create a Customer Satisfaction Survey
  • Survey Pages, Sections and Parts
  • Working with Survey Parts
  • Surveys and Solutions
  • Module Review

Module 03: Advanced Design Considerations

  • Module Overview
  • Linking Survey Questions
  • Piping Survey Data
  • Practice: Create a Special Incentives Page
  • Response Routing Overview
  • Client Routing Actions
  • Server Reporting Actions
  • Practice: Setup and Configure Response Routings
  • Module Review

Module 04: Distribution and Responses

  • Module Overview
  • Distribution Options
  • Email Distribution
  • Pipe Data
  • Responses vs Feedback
  • Responses
  • Using Alert Tasks
  • Practice: Email a Link to Survey When a Case is Resolved
  • Module Review

Module 05: Reporting and Analytics

  • Module Overview
  • Response Triggers
  • Practice: Configure Scoring for your Rating Questions
  • Working With Response Outcomes
  • Practice: Create an Unsubscribe Survey
  • Survey Analytics
  • Questions Analytics
  • Module Review

Module 06: Course Review

  • Course Review 
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