CONTENUTI:

Module 1: Customer Service Overview

• 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

 

Module 2: Case Management

• Lesson 1: Case management overview
• Lesson 2: Creating case records
• Lesson 3: Queue management
• Lesson 4: Case routing
• Lesson 5: Resolving cases

 

Module 3: Service Level Agreements and Entitlements

• Lesson 1: SLA and entitlement overview
• Lesson 2: Create and manage entitlements
• Lesson 3: Create and manage SLAs

 

Module 4: Knowledge Management

• Lesson 1: Knowledge management overview
• Lesson 2: Authoring and organizing
• Lesson 3: Use knowledge content
• Lesson 4: Manage knowledge content

 

Module 5: Omnichannel

• Lesson 1: Get Started
• Lesson 2: Entity record routing
• Lesson 3: Routing and work distribution
• Lesson 4: Configure message channels
• Lesson 5: Deploy chat widgets
• Lesson 6: Create smart assist solutions
• Lesson 7: Integrate a Power Virtual Agents bot
• Lesson 8: Productivity tools

 

Module 6: Customer Service Scheduling

• Lesson 1: Getting Started with Customer Service Scheduling
• Lesson 2: Configure Customer Service Scheduling
• Lesson 3: Defining and working with bookable resources
• Lesson 4: Working with services
• Lesson 5: Working with fulfillment preferences
• Lesson 6: Scheduling service activities
• Lesson 7: Rescheduling service activities and substituting resources

 

Module 7: Connected Customer Service

• Lesson 1: Getting started with Connected Customer Service
• Lesson 2: Registering devices
• Lesson 3: Device management and interaction
• Lesson 4: IoT alerts and sending commands

 

Module 8: Customer Service Insights

• Lesson 1: Get started with Customer Service Insights
• Lesson 2: Work with Customer Service call insights