Dynamics 365 business Central Services & chatbots (TDM-D365-BCSC)
Intelligent automation dynamically guides agents to the right actions by surfacing relevant information exactly when they need it through a single interface.
Deliver value at every touchpoint. A 360-degree view of each customer’s journey enables agents to anticipate needs and personalize every interaction.
Empower agents to be more productive and avoid escalations. Agent-facing bots use contextual data about customers and your business to make smart recommendations.
Use service and support as an upsell or cross-sell opportunity by empowering agents with machine learning driven recommendations.
Following topics in the Customer Service Process will be explained through a mix of theory and exercises:
- APQC Customer Service Process Overview
- Case identification (with Outlook O365 integration)
- Case research
- Case resolution
- Case Reporting
- Service Calendars