{"id":9015,"date":"2025-09-25T13:34:00","date_gmt":"2025-09-25T13:34:00","guid":{"rendered":"https:\/\/techhub.saworks.io\/docs\/tutoriel-agent-debutant\/travailler-avec-les-dossiers-dans-dynamics-365-customer-service\/"},"modified":"2025-11-17T16:54:03","modified_gmt":"2025-11-17T16:54:03","slug":"travailler-avec-les-dossiers-dans-dynamics-365-customer-service","status":"publish","type":"docs","link":"https:\/\/techhub.saworks.io\/fr\/docs\/tutoriel-agent-debutant\/travailler-avec-les-dossiers-dans-dynamics-365-customer-service\/","title":{"rendered":"Travailler avec les dossiers dans Dynamics 365 Customer Service"},"content":{"rendered":"\n<div class=\"wp-block-group is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group has-light-gray-background-color has-background is-layout-constrained wp-block-group-is-layout-constrained\">\n<h3 class=\"wp-block-heading\"><strong>En un coup d&rsquo;\u0153il<\/strong><\/h3>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-1 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column has-tiny-font-size is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>Niveau<\/strong><br>D\u00e9butant<\/p>\n\n\n\n<p><strong>Produit<\/strong><br>Dynamics 365 Customer Service<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column has-tiny-font-size is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>R\u00f4le<\/strong><br>Utilisateur m\u00e9tier, Consultant fonctionnel<\/p>\n\n\n\n<p><strong>Sujet<\/strong><br>Gestion de la relation client<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Commencez en tant que <strong>repr\u00e9sentant du service client<\/strong>. Ce parcours d\u2019apprentissage se concentre sur les <strong>fonctionnalit\u00e9s de gestion des dossiers<\/strong> dans Dynamics 365 Customer Service, notamment :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Les options de <strong>cr\u00e9ation de dossiers<\/strong><\/li>\n\n\n\n<li>La <strong>gestion du processus de r\u00e9solution<\/strong><\/li>\n\n\n\n<li>Le <strong>travail avec les hi\u00e9rarchies de dossiers<\/strong><\/li>\n\n\n\n<li>La <strong>fusion de dossiers similaires<\/strong><\/li>\n<\/ul>\n\n\n\n<p>Les <strong>files d\u2019attente<\/strong> peuvent \u00eatre utilis\u00e9es pour <strong>g\u00e9rer les charges de travail<\/strong> des agents du service client.<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Pr\u00e9requis<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Disposer d\u2019un <strong>abonnement d\u2019essai \u00e0 Dynamics 365 Customer Service<\/strong><\/li>\n\n\n\n<li>Avoir une <strong>compr\u00e9hension de base de la navigation dans l\u2019application Dynamics 365<\/strong><\/li>\n\n\n\n<li>Avoir une <strong>connaissance pratique des enregistrements principaux disponibles<\/strong><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>En un coup d&rsquo;\u0153il NiveauD\u00e9butant ProduitDynamics 365 Customer Service R\u00f4leUtilisateur m\u00e9tier, Consultant fonctionnel SujetGestion de la relation client Commencez en tant que repr\u00e9sentant [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":9081,"parent":8711,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","doc_tag":[151],"doc_badge":[155],"class_list":["post-9015","docs","type-docs","status-publish","has-post-thumbnail","hentry","doc_tag-formation","doc_badge-training-main-article"],"author_avatar":"https:\/\/secure.gravatar.com\/avatar\/6a70e7c73db9f245e650948d09d74f61?s=96&d=mm&r=g","author_name":"Annick N'dri","_links":{"self":[{"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/docs\/9015"}],"collection":[{"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/comments?post=9015"}],"version-history":[{"count":0,"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/docs\/9015\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/docs\/8711"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/media\/9081"}],"wp:attachment":[{"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/media?parent=9015"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/doc_tag?post=9015"},{"taxonomy":"doc_badge","embeddable":true,"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/doc_badge?post=9015"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}