Plan Szkolenia

Module 1: Customer Service Overview

  • Create case records
  • Related service apps
  • Analytics for service
  • AI for service
  • Configuring customer service

Module 2: Case Management

  • Case management overview
  • Creating case records
  • Queue management
  • Case routing
  • Resolving cases

Module 3: Service Level Agreements and Entitlements

  • SLA and entitlement overview
  • Create and manage entitlements
  • Create and manage SLAs

Module 4: Knowledge Management

  • Knowledge management overview
  • Authoring and organizing
  • Use knowledge content
  • Manage knowledge content

Module 5: Omnichannel

  • Get Started
  • Entity record routing
  • Routing and work distribution
  • Configure message channels
  • Deploy chat widgets
  • Create smart assist solutions
  • Integrate a Power Virtual Agents bot
  • Productivity tools

Module 6: Customer Service Scheduling

  • Getting Started with Customer Service Scheduling
  • Configure Customer Service Scheduling
  • Defining and working with bookable resources
  • Working with services
  • Working with fulfillment preferences
  • Scheduling service activities
  • Rescheduling service activities and substituting resources

Module 7: Connected Customer Service

  • Getting started with Connected Customer Service
  • Registering devices
  • Device management and interaction
  • IoT alerts and sending commands

Module 8: Customer Service Insights

  • Get started with Customer Service Insights
  • Work with Customer Service call insights
  21 godzin
 

Liczba uczestników


Data rozpoczęcia

Data zakończenia


Daty szkoleń są uzależnione od dostępności trenerów. Szkolenia standardowo odbywają się w godzinach od 09:00 do 16:00.
Szkolenia zdalne są realizowane w przypadku uzbierania się grupy szkoleniowej liczącej co najmniej 5 osób na dany termin.

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