Dynamics 365 business Central Services & chatbots (TDM-D365-BCSC)

Starting from the Customer Service processes and a role-based approach, you get a good insight during this 1-day Readiness session in what Dynamics 365 for Customer Service can do for your organization. You also get an insight in what Chatbots (in MS Teams) can offer for your organization.
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
  • Queues