Introduction
Knowledge is one of the most valuable assets a company possesses, and harnessing it can lead to increased productivity, improved decision-making, enhanced customer satisfaction and help the organization to stay competitive.
Microsoft Dynamics 365 is a powerful Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) platform that offers powerful tools and features for knowledge management. This course is designed to empower you with the skills and knowledge needed to leverage Microsoft Dynamics 365 as a robust knowledge management solution. With MS. Dynamics 365, you can create, manage, and share knowledge articles, collaborate on content, and provide your team with quick and easy access to the information they need. It's a powerful solution that can transform how your organization handles knowledge.
Duration
5 days
Who Should Attend:
- Records managers
- Knowledge base administrators
- Librarians
- Archivists
- Information specialists
- Managers and Team Leaders
- All Team members
Course Level:
Course Objectives
By the end of this course you will be able to:
- Understand the fundamental concepts of Knowledge Management.
- To recognize the role of knowledge management in improving organizational efficiency and customer satisfaction.
- Effectively use Microsoft Dynamics 365 as a Knowledge Management platform.
- Create, organize, and share knowledge articles using Dynamics 365.
- Implement best practices for knowledge management in a business environment.
- Utilize reporting and analytics in Dynamics 365 for continuous improvement.
Course Outline
Module 1: Introduction to Knowledge Management
- Understanding Knowledge Management (KM)
- Benefits and importance of KM in organizations
- Knowledge Management processes and components
Module 2: Introduction to Microsoft Dynamics 365
- Introduction to Microsoft Dynamics 365
- Role of Dynamics 365 in Knowledge Management
- Licensing and deployment options
Module 3: Setting up Dynamics 365 for Knowledge Management
- Configuring Dynamics 365 environments
- Creating and managing user accounts and roles
- Customizing Dynamics 365 for Knowledge Management
- Configure AI features
Module 4: Creating and Managing Knowledge Articles
- Creating knowledge articles
- Organizing articles using categories and keywords
- Version control and collaboration in Dynamics 365
- Approvals and publishing workflows
Module 5: Knowledge Article Templates
- Designing knowledge article templates
- Creating consistent and informative articles
- Using templates for various types of content
- Taxonomies, Metadata and Tagging
Module 6: Search and Retrieval of Knowledge
- Effective search techniques
- Retrieving knowledge articles for customer support
- Integrating knowledge into customer interactions
- Power Virtual Agents bot
Module 7: Knowledge Analyze and report
- Tracking article views, searches, and feedback
- Using analytics for continuous improvement
- Identifying knowledge gaps and trends
- Reporting on knowledge base performance
Module 8: Knowledge Management Best Practices
- Industry best practices in knowledge management
- Knowledge capturing and sharing culture
- User training and adoption strategies
Module 9: Integration with Other Tools
- Integrating MS Dynamics 365 with other tools and platforms
- Knowledge sharing via Microsoft Teams
Related Courses
Course Administration Details:
METHODOLOGY
The instructor-led trainings are delivered using a blended learning approach and comprise presentations, guided sessions of practical exercise, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience, working as professionals and trainers in these fields. All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.
ACCREDITATION
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
TRAINING VENUE
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
ACCOMMODATION AND AIRPORT PICKUP
Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.
- Email: [email protected]
- Phone: +254715 077 817
TAILOR-MADE
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
- Email: [email protected]
- Phone: +254715 077 817
PAYMENT
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
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