Augmenting customer experience with SharePoint Online : building portals and practices to improve usability /: building portals and practices to improve usability. (2020)

• Record Type: Book
• Further Information: Note: Charles Waghmare.
• Other Names: Waghmare, Charles David
• Contents: Intro -- Table of Contents -- About the Author -- About the Technical Reviewer -- Acknowledgments -- Chapter 1: Introducing SharePoint Online Features -- SharePoint Online -- An Introduction -- Introduction to SharePoint Document Library -- Upload Files into SharePoint Document Library -- Create Different SharePoint Sites -- Creating a Team Site -- Creating a Communication Site -- Explore SharePoint Hub Sites -- SharePoint Online Features -- SharePoint Online Admin -- SharePoint Online DCX Features -- Webparts -- Mobile -- Collaborative -- Customization -- Summary Chapter 2: Office 365 and SharePoint Online for a DCX -- Office 365 -- An Introduction -- Embed Yammer Conversations in a SharePoint Online Site -- Create a Flow for a List or Library in SharePoint Online -- Use Microsoft Planner on Your SharePoint Site -- Use Microsoft Stream in SharePoint Online via a Webpart -- Use the Bing Maps Webpart -- Summary -- Chapter 3: Explore Digital Customer Experience -- The Experience Era -- Recent Developments in User Experience -- Industry Trends with Examples for Digital Customer Experience -- Use Cases for Digital Customer Experience How Is the Customer Experience Different from Customer Service? -- Different Ways to Improve a Digital Customer Experience -- Build a Vision for Customer Experience -- Get an Idea of Who Your Customers Are -- Create an Emotional Connection with Customers -- Quality Management Framework for Team Development -- Action Regular Employee Feedback -- Measure ROI from Delivering Excellent DCX -- Run Projects on Agile Delivery Method -- DevOps Methodology -- Front-End UX and UI Generate High Levels of Digital Customer Experience -- Applications and Services That Enable DCX Transformation Upcoming Trends in Digital Customer Experience -- Summary -- Chapter 4: Using UX and UIs to Develop Smart Portals -- The Software Development Life Cycle -- User Experience -- Why, What, and How -- UX Design Is User Centered -- User Interface -- Scenario 1 -- Scenario 2 -- Scenario 3 -- Scenario 4 -- Scenario 5 -- Summary -- Chapter 5: Building Knowledge systems Using SharePoint Online -- Incident Management Process -- Solution Database -- An Introduction -- Solution Database Definition -- Knowledge Needs to Have a Solution Database -- SDB Architecture -- Building an SDB -- Searching an SDB Reusing the Solution -- Ask the Expert -- Advantages of an SDB -- Introduction to Communities of Practice -- Value of CoPs for Delivery Teams -- Community Development Life Cycle -- Inception -- Establishment -- Growth -- Maturity -- Community Roles and Responsibilities -- Implementation Approach at Various Stages of CoP Building -- Q1 -- Q2 -- Q3 -- Q4 -- Summary -- Chapter 6: AI in DCX -- Current State of AI -- Evolution of AI -- Benefits of AI -- AI Intelligent System Boosting Sales -- AI Application Domains -- Customer Understanding -- Employee Augmentation -- Immersive Experience
• Publisher Details: Place of publication not identified : Apress
• Publication Date: 2020
• Extent: 1 online resource
• Subjects: 004.6/82; Intranets (Computer networks); Intranets (Computer networks); Electronic books; Electronic books
• Languages: English
• ISBNs: 9781484255346; 1484255348
• Related ISBNs: 148425533X; 9781484255339
• Notes: Note: Includes bibliographical references.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.