Descrizione
I laboratori Microsoft sono costruiti per essere allineati pienamente ai contenuti Didattici Ufficiali dei Microsoft Official Course MOC. L’accesso è totalmente Web-Based per rispondere alle esigenze di versatilità assolutamente necessaria nei contesti attuali. Elevate Potenze di calcolo, Storage performante, Funzionalità di Start and Stop e un deploy immediato rendono questa soluzione praticamente obbligata per chi voglia perseguire agevolmente i propri obiettivi di Certificazione, di Formazione Continua, o semplicemente per sperimentare nuove tecnologie prima di implementarle in produzione.
Obiettivi Corso Correlato:
Module 1: Customer Service OverviewIn this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.Lessons
- Lesson 1: Create case records
- Lesson 2: Related service apps
- Lesson 3: Analytics for service
- Lesson 4: AI for service
- Lesson 5: Configuring customer service
- Lesson 6: Module summary
After completing this module, students will be able to:
- Install and configure the customer service application.
- Identify common customer service scenarios.
Module 2: Case ManagementIn this module you will learn how to open and resolve customer service cases, both manually and with automation.Lessons
- Lesson 1: Case management overview
- Lesson 2: Creating case records
- Lesson 3: Queue management
- Lesson 4: Case routing
- Lesson 5: Resolving cases
- Lesson 6: Module summary
After completing this module, you will be able to:
- Open and resolve customer service cases.
- Automate case creation and routing.
Module 3: Service Level Agreements and EntitlementsIn this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.Lessons
- Lesson 1: SLA and entitlement overview
- Lesson 2: Create and manage entitlements
- Lesson 3: Create and manage SLAs
- Lesson 4: Module summary
After completing this module, you will be able to:
- Create and use service level agreements.
- Create and use entitlements.
Module 4: Knowledge ManagementIn this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.Lessons
- Lesson 1: Knowledge management overview
- Lesson 2: Authoring and organizing
- Lesson 3: Use knowledge content
- Lesson 4: Manage knowledge content
- Lesson 5: Module summary
After completing this module, you will be able to:
- Create and manage knowledge content.
Recensioni
Ancora non ci sono recensioni.