{"id":9039,"date":"2025-10-02T21:25:58","date_gmt":"2025-10-02T21:25:58","guid":{"rendered":"https:\/\/techhub.saworks.io\/?post_type=docs&#038;p=9039"},"modified":"2025-11-17T16:54:04","modified_gmt":"2025-11-17T16:54:04","slug":"resume","status":"publish","type":"docs","link":"https:\/\/techhub.saworks.io\/fr\/docs\/tutoriel-agent-debutant\/travailler-avec-les-dossiers-dans-dynamics-365-customer-service\/resume\/","title":{"rendered":"R\u00e9sum\u00e9"},"content":{"rendered":"\n<div class=\"wp-block-group is-layout-constrained wp-block-group-is-layout-constrained\">\n<p>Faisons une <strong>br\u00e8ve r\u00e9vision<\/strong> de ce que nous avons couvert dans ce premier module.<\/p>\n\n\n\n<p>Nous avons examin\u00e9 le <strong>service client dans une perspective globale<\/strong>, incluant des sc\u00e9narios courants tels que :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Le traitement des <strong>probl\u00e8mes li\u00e9s aux clients ou aux produits<\/strong><\/li>\n\n\n\n<li>La <strong>r\u00e9ponse aux questions des clients<\/strong><\/li>\n\n\n\n<li>La <strong>collecte et l\u2019application des retours clients<\/strong><\/li>\n<\/ul>\n\n\n\n<p>Nous avons vu <strong>comment les clients interagissent<\/strong>, notamment via :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Les <strong>appareils mobiles<\/strong><\/li>\n\n\n\n<li>Les <strong>r\u00e9seaux sociaux<\/strong><\/li>\n\n\n\n<li>La <strong>recherche autonome de solutions<\/strong><\/li>\n<\/ul>\n\n\n\n<p>Enfin, nous avons explor\u00e9 les <strong>types d\u2019enregistrements principaux<\/strong> que vous pouvez stocker dans Customer Service, notamment :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Dossiers (cases)<\/strong><\/li>\n\n\n\n<li><strong>Activit\u00e9s<\/strong><\/li>\n\n\n\n<li><strong>Droits (entitlements)<\/strong><\/li>\n\n\n\n<li><strong>Articles de la base de connaissances<\/strong><\/li>\n\n\n\n<li><strong>Files d\u2019attente (queues)<\/strong><\/li>\n\n\n\n<li><strong>Produits<\/strong><\/li>\n\n\n\n<li><strong>Objectifs et indicateurs cl\u00e9s de performance (KPI)<\/strong><\/li>\n\n\n\n<li><strong>Accords de niveau de service (SLA)<\/strong><\/li>\n<\/ul>\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>\u00c9tapes suivantes<\/strong><\/h3>\n\n\n\n<p>Dans le prochain module, vous aurez l\u2019occasion de <strong>configurer la gestion automatis\u00e9e des dossiers<\/strong>.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Faisons une br\u00e8ve r\u00e9vision de ce que nous avons couvert dans ce premier module. Nous avons examin\u00e9 le service client dans une perspective [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":9015,"menu_order":11,"comment_status":"closed","ping_status":"closed","template":"","doc_tag":[],"doc_badge":[],"class_list":["post-9039","docs","type-docs","status-publish","hentry"],"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\/9039"}],"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=9039"}],"version-history":[{"count":0,"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/docs\/9039\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/docs\/9015"}],"wp:attachment":[{"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/media?parent=9039"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/doc_tag?post=9039"},{"taxonomy":"doc_badge","embeddable":true,"href":"https:\/\/techhub.saworks.io\/fr\/wp-json\/wp\/v2\/doc_badge?post=9039"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}