„Microsoft Dynamics 365 for Customer Service“ bietet jeder Organisation die Möglichkeit auf Kundenerfolg.  Tools wie die automatische Fallerstellung und die Warteschlangenverwaltung machen es Ihnen möglich, Ihre Zeit dort zu investieren, wo Sie größeren Einfluss haben – direkt bei Ihren Kund*innen. Werden Sie Teil eines Teams weltweit anerkannter Expert*innen, die Sie ausführlich von der Fallerstellung über die Interaktion mit Kund*innen bis hin zum Lösen dieser Fälle begleiten.  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.

Zu den Aufgaben des Dynamics 365-Modulbetreuers für den Kundendialog gehören Netzwerksuche, Erfassen von Bedürfnissen, die Einbeziehung von Fachexperten und Stakeholdern, das Übersetzen von sowie Lösungen und Anwendungen zu konfigurieren. Der/die Functional Consultant*in implementiert eine Lösung unter Verwendung von standardisierten Funktionen, codeloser Erweiterbarkeit, Anwendungs- und Service-Integrationen.

Dieses Training richtet sich an Functional Consultants, die mit Dynamics 365 Customer Service arbeiten, oder an Functional Consultants, die mit anderen Dynamics 365-Anwendungen arbeiten und ihr Customer Service-Wissen erweitern möchten.

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
    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