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所在平台: Udemy |
课程主页: https://www.udemy.com/course/mb-230-microsoft-dynamics-365-customer-service-functional-w/
课程评论：没有评论
本课程是关于MB-230：Microsoft Dynamics 365客户服务功能顾问的实践测试。该考试旨在认证个人有效实施和管理Dynamics 365客户服务解决方案的能力。 **课程核心内容：** * **案例管理和知识管理 (15-20%)：** 学习创建、配置、解决、合并和管理客户服务案例，包括父子案例、自动编号、高级相似规则、记录创建和更新规则、案例解决对话框、状态原因转换、业务流程流、类别和主题、文档管理、Teams集成以及安全角色。还包括知识管理，如内部知识搜索、案例解决、生命周期管理、内容和模板、表配置、翻译和反馈，以及集外部知识源和Customer Voice调查。 * **权益和SLA管理 (1-5%)：** 学习创建和管理权益（包括产品、渠道、联系人、分配和SLA）、权益模板、激活/停用、续订/取消，以及SLA（包括SLA项目、KPI、警告和成功操作、计时器控件、增强SLA）。 * **调度实施 (10-15%)：** 学习配置服务调度，包括业务关闭、资源、工作时间、设施和设备、资源类别和特征、资源组、站点、服务和履行偏好。还包括调度板的使用、服务活动的安排、重新分配和重新调度，以及通用资源调度（URS）。 * **客户服务多会话体验实施 (30-35%)：** 重点在于全渠道客户服务，包括工作流配置、安全角色、用户设置、渠道管理（聊天小部件、售前调查、主动聊天、语音、聊天、基于记录）、座席生产力工具（快速回复、座席脚本、宏、生产力窗格、座席工作区、通知、会话模板、座席体验配置文件、座席收件箱、应用选项卡）、AI生产力功能（类似案例建议、描述和关键词建议、智能助手、实时客户情绪、Microsoft Teams中的联系人建议）。 * **分析、可视化和洞察管理 (10-15%)：** 学习配置洞察、历史分析、主题聚类、知识搜索分析，以及创建和配置可视化和报表（交互式仪表板、客户服务图表、Power BI报表）。还包括全渠道洞察、日内洞察、自定义KPI和情绪分析。 * **Microsoft Power Platform 实施 (5-10%)：** 学习配置模型驱动应用（表单、视图、站点地图、列、Excel和Word模板、警报和应用内通知、表关系列映射）、创建自定义应用（任务特定画布应用和自定义页面）、应用嵌入以及Microsoft Power Pages。还包括Microsoft Copilot Studio的集成和使用。 * **互联客户服务实施 (1-5%)：** 描述互联客户服务和IoT组件，识别用例和安全角色，管理IoT设备及其与客户账户的关联，以及设备分类。 * **路由实施 (10-15%)：** 学习配置路由、工作分类和分配规则、用户属性（容量配置文件）、基本案例路由规则、路由规则集、统一路由选项、技能查找以及队列管理。 **课程目标：** * 为MB-230认证考试提供实践经验。 * 提供与真实考试相似的45道题目。 * 评估考生准备情况，并指出需要改进的领域。 * 使学生能够有效管理案例、知识、权益、SLA、调度、路由和互联客户服务。 * 深入了解Power Platform、多会话体验、分析和洞察管理。 * 适合初学者和希望更新技能以准备认证的专业人士。
The MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant exam is a prestigious certification that demonstrates an individual's ability to implement and manage Dynamics 365 customer service solutions effectively. This practice test is designed to prepare candidates for the certifying MB-230 exam by providing hands-on experience in managing cases and knowledge management, entitlements and SLAs, scheduling, routing, and Connected Customer Service. Students will gain an in-depth understanding of Power Platform, Multisession Experiences, Analytics and Insights Management to be able to efficient make use of the Dynamics 365 product.This practice test includes 45 questions that cover the topics in the Microsoft Dynamics 365 Customer Service Functional Consultant exam. These questions present a realistic experience of the exam and serve as a perfect opportunity for students to evaluate their readiness for the certification exam. Through this extensive practice test, students will learn how to effectively manage cases and knowledge, work with entitlements and SLAs, implement scheduling, routing, Connected Customer Service, Multi-session Experiences, and manage analytics for customer service solutions.Skills at a glanceManage cases and Knowledge Management (15-20%)Manage entitlements and SLAs (1-5%)Implement scheduling (10-15%)Implement multi-session experiences for Customer Service (30-35%)Manage analytics, visualizations, and insights (10-15%)Implement Microsoft Power Platform (5-10%)Implement Connected Customer Service (1-5%)Implement routing (10-15%)Manage cases and Knowledge Management (15-20%)Create and manage casesConfigure casesManage casesCreate and search for case recordsConvert activities to casesPerform case resolutionManage parent/child casesMerge casesSet autonumbering for customer service entitiesDefine and configure foundational Customer Service componentsImplement Advanced Similarity rulesImplement record creation and update rulesConfigure and modify the Case Resolution dialogueConfigure Status Reason transitionsConfigure business process flowsConfigure categories and subjectsConfigure document managementConfigure basic and enhanced Teams integrationConfigure security rolesDescribe the Customer Service app interfacesCreate and administer Knowledge ManagementConfigure internal Knowledge Search capabilitiesResolve cases by using Knowledge articlesManage the Knowledge article lifecycleManage Knowledge article content and templatesConfigure tables for Knowledge ManagementTranslate Knowledge articlesManage Knowledge article feedbackIntegrate and search external Knowledge sourcesCapture customer feedback by using Customer VoiceCreate a surveyDescribe survey elements including question typesApply formatting and branding to a surveyTrigger distribution of a surveyDescribe and analyze survey results including Customer Satisfaction Score and Net Promoter ScoreManage entitlements and SLAs (1-5%)Create and manage entitlementsConfigure and apply entitlementsDefine and create entitlements including products, channels, contacts, allocations, and SLAsManage entitlement templatesActivate and deactivate entitlementsRenew or cancel an entitlementCreate and manage SLAsDefine and create SLAsConfigure SLA settingsConfigure a holiday scheduleConfigure a customer service scheduleImplement actions by using Power AutomateApply SLAsCreate and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicabilityConfigure a timer control on a formEnable tables for enhanced SLAsImplement scheduling (10-15%)Configure service schedulingDefine business closuresConfigure resourcesConfigure work hoursConfigure facilities and equipmentConfigure resource categories and characteristicsConfigure resource groupsConfigure sitesDefine servicesConfigure fulfillment preferencesImplement schedule boardsIdentify features and uses for Booking Requirements viewSchedule service activitiesReassign and reschedule service activitiesManage schedule boardsDescribe use cases for multiple schedule boardsConfigure schedule boardsCustomize schedule boardsImplement Universal Resource Scheduling (URS)Describe use cases for URSDescribe the role of resource requirements in schedulingEnable scheduling for a tableManage the work hours calendar for requirementsImplement multi-session experiences for Customer Service (30-35%)Deploy Omnichannel for Customer ServiceConfigure workstreamsImplement security roles for omnichannelConfigure user settingsManage channelsConfigure a chat widgetConfigure pre-chat surveysConfigure proactive chatConfigure the voice channelConfigure the chat channelConfigure the record-based channelConfigure agent productivity toolsConfigure quick repliesConfigure agent scriptsCreate macrosEnable the productivity paneConfigure agent workspacesConfigure notificationsConfigure session templatesCreate agent experience profilesConfigure the Agent InboxConfigure application tabsConfigure agent productivity AI capabilitiesEnable AI suggestions for similar casesEnable AI-suggested descriptions and keywordsEnable Smart AssistConfigure real-time customer sentimentConfigure AI suggestions for contacts in Microsoft TeamsManage analytics, visualizations, and insights (10-15%)Configure insightsConfigure historical analyticsConfigure topic clusteringConfigure Knowledge search analyticsCreate and configure visualizations and reportsConfigure single-stream and multi-stream interactive dashboardsDesign and create customer service chartsPersonalize native Power BI reportsConfigure Omnichannel InsightsConfigure the Omnichannel Insights dashboardConfigure intraday insightsCustomize KPIs for intraday insightsEnable sentiment analysisImplement Microsoft Power Platform (5-10%)Configure model-driven appsCreate and configure formsCreate and configure viewsConfigure site mapsCreate and configure columnsConfigure Microsoft Excel and Word templatesConfigure alerts and in-app notificationsConfigure column mappings on table relationshipsCreate custom appsCreate task-specific canvas apps and custom pagesEmbed apps in Dynamics 365 Customer ServiceCreate Microsoft Power Pages websitesImplement Microsoft Copilot Studio for Customer ServiceDescribe Microsoft Copilot Studio components and conceptsIntegrate Microsoft Copilot Studio with Dynamics 365 Customer ServiceCreate and manage bots including chat and voiceImplement Microsoft Copilot Studio as a post-call surveyImplement Connected Customer Service (1-5%)Describe Connected Customer ServiceDescribe IoT componentsIdentify use cases for Connected Customer ServiceDescribe security roles for Connected Customer ServiceCreate and manage IoT devicesManage IoT devicesInteract with IoT devicesAssociate devices with customer accountsCategorize devicesImplement routing (10-15%)Configure routingConfigure work classification and assignments including rulesConfigure user attributes including capacity profilesImplement Basic Case Routing rulesConfigure Routing RulesetsDescribe unified routing optionsConfigure skills-based routing and Skills FinderConfigure diagnosticsCreate and manage queuesDifferentiate queue typesConfigure queuesAdd records to queuesConfigure tables for queuesPerform queue operations including pick, release, remove, and delete operationsAdditionally, this practice test benefits those interested in becoming a Microsoft Dynamics 365 Customer Service Functional Consultant as it covers the nuances of the certification exam in detail. By taking this course, students become familiar with the format and type of the questions asked in the certification exam, and they get highly valuable hands-on experience, and information about the areas they need to improve in.The course is appropriate for beginners who want to become certified Dynamics 365 Customer Service Functional Consultant or professionals who are looking to refresh their skills and prepare for the certification exam. Individuals who take this course will have the chance to meet their educational and professional goals, and learn relevant insights and knowledge on how to implement Microsoft Dynamics 365 Customer Service Functional Consultant effectively.
