Hier finden Sie unsere Termine im Bereich "Microsoft technische Seminare" mit Durchführungsgarantie!
Seminare Microsoft Business Apps
In unseren praxisorientierten Seminaren bieten wir Ihnen die Möglichkeit, sich mit den Core Solutions of Microsoft Skype for Business vertraut zu machen und in unserem Cloud Workshop: Mobile app Innovation tiefer in die Welt der mobilen Anwendungen einzutauchen. Entdecken Sie die vielfältigen Funktionen von Microsoft Dynamics 365 Sales und lernen Sie, wie Sie dieses leistungsstarke Tool effektiv in Ihrem Unternehmen einsetzen können. Unsere Seminare umfassen auch spezialisierte Schulungen zu Dynamics 365 Customer Service, um sicherzustellen, dass Sie die besten Lösungen für die Kundenzufriedenheit implementieren können.
Besondere Benefits:
- Höchste Qualität der Trainings: profitieren Sie von der exzellenten Qualität der Schulungen mit zertifizierten und praxisorientierten Trainern., denn unser Partner brainymotion AG ist Microsoft Certified Gold Partner für Trainings!
- Zertifizierungen: Boosten Sie Ihre Exertise und Karriere durch Qualifzierung. Hier finden Sie eine Übersicht der Qualifizierungsmöglichkeiten.
- 100 % Durchführungsgarantie: wir bieten Ihnen schon jetzt über 100 Termine, mit denen Sie ein Durchführungsgarantie erhalten. So haben Sie Planungssicherheit.
- Rabatt für jedes Training: Sie erhalten durch uns als Partner bei der Buchung 5 - 10 % Rabatt auf jedes Microsoft Training.*
* 5% Rabatt bei einer einzelnen Buchung, 7,5% bei gleichzeitiger Buchung von zwei Terminen oder Teilnehmern und 10% Rabatt bei gleichzeitiger Buchung von drei Terminen oder Teilnehmern! Der Rabatt wird bei der Rechnungsstellung automatisch abgezogen.
Was werden Sie in diesem Seminar erlernen?
Sobald Sie diese Fälle gelöst haben, können Sie anhand der Datenanalyse die wichtigsten Details lernen, die Ihnen helfen, ähnliche Fälle schneller zu lösen oder neue Probleme ganz zu vermeiden.
Agenda
Get started with Dynamics 365 Customer Service
Introducing Dynamics 365 Customer Service
Customer Service core components
Understand the modern customer journey
Managing cases with Dynamics 365 Customer Service Hub
Case management overview
Case creation and lifecycle
Considerations for case creation automation
Exercise - Create and resolve cases10 min
Case management scenarios
Case management dashboard scenarios
Case management work with cases scenarios
Work with status reason transitions
Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
Introduction to Microsoft Dynamics 365 queues
Configure tables for queues
Create a Microsoft Dynamics 365 queue
Work with queues
Routing rule sets
Create or update records automatically in Customer Service Hub
Introduction
Set up rules to create or update records automatically
Configure rules for creating or updating records automatically
Map records manually with Power Automate
Complete and activate your rule
Use the activity monitor to review and track rules
Get started with unified routing for Dynamics 365 Customer Service
Route cases by using basic routing rule sets
Set up unified routing
Create and manage users
Create and manage queues for unified routing
Set up workstreams for record routing
Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Overview of entitlements
Create entitlement records
Work with entitlement channels
Other considerations
Define entitlement templates
Create knowledge management solutions in Dynamics 365 Customer Service
Knowledge management overview
Create and define knowledge articles
Knowledge article lifecycle
Manage knowledge article versions, categories, and translations
Knowledge article publication
Use knowledge articles to resolve Dynamics 365 Customer Service cases
Knowledge article and case resolution overview
Enable and configure entities for Knowledge Search
Configure article search and display options
Search for knowledge articles
Article analytics
Create a survey project with Dynamics 365 Customer Voice
Dynamics 365 Customer Voice
Projects in Dynamics 365 Customer Voice
Create your first project
Create customer surveys with Dynamics 365 Customer Voice
Survey headers and branding
Add branching logic to surveys
Personalize a survey with variables
Add satisfaction metrics to a survey and project
Add multiple languages for your surveys
Send Dynamics 365 Customer Voice surveys
Create and personalize email templates
Translate email templates into other languages
Email a survey
Upload CSV files
Use links and QR codes
Analyze survey reports
Automate Dynamics 365 Customer Voice surveys with Power Automate
Send a survey with Power Automate
Create an invitation
Expand variables to further customize surveys
Use the locale variable for multilingual surveys
Use variables for follow-up actions
Set up Customer Service scheduling
Set up service scheduling
Define resources
Check your knowledge
Schedule services with Customer Service scheduling
Set up fulfillment preferences
Create service activities
Schedule service activities
Enhance agent productivity with Customer Service workspace
Explore the Customer Service workspace user interface
View and edit records
Work with case records
Use the Productivity pane in Customer Service workspace
Create custom experiences for agents with agent experience profiles in Customer Service
Create and use agent experience profiles to manage apps
Application tab templates
Session templates
Manage notification settings and templates
Use templates in workstreams
Getting started with Omnichannel for Customer Service
Use the agent interface
Manage sessions and work with applications
Work with conversations
Work with customer information
Helping an agent's productivity
Route and distribute work with unified routing in Dynamics 365 Customer Service
Set up work classification
Route items to queues
Set up work assignments in queues
Get started with intelligent routing
Diagnostics
Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
Configure phone numbers and messaging accounts
Configure SMS workstream
Configure SMS workstream options
Route SMS conversations
Configure Additional Settings
Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
Set up a workstream for chat
Create a chat channel
Allow chat transcripts and file downloads
Work with prechat and post-chat surveys
Embed a chat widget in a portal
Use proactive chat
Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
Work with Microsoft Adaptive Cards
Build a smart assist bot
Integrate a smart assist bot with Omnichannel for Customer Service
Get started with Customer Service Insights
Configure Customer Service Insights
Use Customer Service Analytics dashboards in Power BI
Discover Customer Service Insights dashboards
Discover Knowledge search analytics
Create visualizations for Dynamics 365 Customer Service
Create and use charts
Create dashboards for Customer Service
Use Power BI to view Customer Service data
Get started with Connected Customer Service for Dynamics 365 and Azure IoT
Choose a deployment type
Install Connected Customer Service
Customer assets and IoT alerts
Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Generate alerts from IoT devices
Device management and interaction
Create and send commands to IoT devices
Create custom apps for Dynamics 365 Customer Service
Create Power Apps for Dynamics 365 Customer Service
Deploy a self-service portal for Customer Service
Customize case management
Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
Create an Azure Active Directory application
Configure the Power Virtual Agents bot
Configure Omnichannel for Customer Service
Zielgruppe
Voraussetzungen
Partner
Infos zur Zertifizierung
Termine
Online
2485,00 EUR zzgl. 19% MwSt.
Online
2485,00 EUR zzgl. 19% MwSt.
Online
2485,00 EUR zzgl. 19% MwSt.
Online
2485,00 EUR zzgl. 19% MwSt.
Online
2485,00 EUR zzgl. 19% MwSt.
Ihr Ansprechpartner: Andreas Stammhammer
Standorte Braunschweig und Hannover
Gerne stehe ich Ihnen persönlich bei allen Fragen zur Verfügung!Telefon: 0531 70224942
E-Mail: a.stammhammer@kaemmer-consulting.de
