81063 Voice of the Customer in Microsoft Dynamics 365 for Customer Service

Продолжительность: 1 день (8 ак. часов)
Стоимость очного обучения: 17000 руб.

Другие формы обучения:

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16150 руб.

81063 Voice of the Customer in Microsoft Dynamics 365 for Customer Service


This course provides students with the tools to configure Dynamic 365 Voice of the Customer Solution. The focus is on the using and understanding how the platform tools that are provided can be leveraged to create surveys, customize surveys with themes and images, configure questions, and control how surveys are distributed.

This course helps prepare you for exam MB2-718.

What are the goals for this course?

  • How to install and configure the Voice of the Customer Preferred Solution
  • Provide overall guidance on the designing voice of the Customer Surveys
  • How to work with Survey Responses and Feedbacks
  • Creating and maintaining survey Pages, and elements
  • Customize how respondents interact with surveys using response routing
  • Personalize Surveys with Piped data
  • A working knowledge of how to use Microsoft Dynamics CRM 2013 and/or 2015

What are the prerequisites to consume this course?

Module 01: Introduction and Overview

  • Dynamics CRM Voice of the Customer Introduction
  • Setup and Installation
  • Configuration Tour
  • Brand Customization
  • Planning Your Survey

Module 02: Survey Creation

  • Creating a New Survey
  • Survey Pages, Sections and Parts
  • Working with Survey Parts
  • Surveys and Solutions

Module 03: Advanced Design Considerations

  • Linking Survey Questions
  • Piping Survey Data
  • Response Routing Overview
  • Client Routing Actions
  • Server Reporting Actions

Module 04: Distribution and Responses

  • Distribution Options
  • Email Distribution
  • Pipe Data
  • Responses vs Feedback
  • Responses
  • Using Alert Tasks

Module 05: Reporting and Analytics

  • Response Triggers
  • Working With Response Outcomes
  • Survey Analytics
  • Questions Analytics

По окончании курса всем слушателям, успешно освоившим материал выдается международный сертификат Microsoft.

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