IT Training

MB-230: Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.

Who should attend this course?

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

Prerequisites

This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service

After completing this course, you will be able to:

Install and configure the customer service app
Identify common customer service scenarios
Complete a case resolution process
Analyze customer service data
Automate case management record processing
Create and use knowledge articles
Create and use entitlements and service level agreements
Work with Omnichannel
Work with Connected Customer Service
Work with Customer Service Scheduling
Work with Customer Service Insights
Work with Microsoft Power Platform
Work with Customer Service workspaces

Module 1: Work with Cases

In this module you will learn about working with Cases in Dynamics 365 Customer Service.

Lesson

Lesson 1: Get started with Cases
Lesson 2: Managing Cases
Lesson 3: Use queues to manage case workloads
Lesson 4: Create or update records automatically
Lesson 5: Unified routing

After completing this module, students will be able to:

Create and manage Cases
Work with queues and unified routing
Create or update records automatically

Module 2: Work with entitlements and service level agreements

In this module you will learn how to create and manage entitlements and service level agreements

Lesson

Lesson 1: Create and manage entitlements
Lesson 2: Create and manage service level agreements

After completing this module, students will be able to:

Create and manage entitlements
Create and manage service level agreements

Module 3: Work with knowledge management

In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases

Lesson

Lesson 1: Create knowledge management solutions
Lesson 2: Use knowledge articles to resolve cases
Lesson 3: Create and manage SLAs

After completing this module, students will be able to:

Create and use knowledge management solutions
Use knowledge articles to resolve cases

Module 4: Create surveys with Customer Voice

In this module you will learn how to engage with customers using Dynamics 365 Customer Voice

Lesson

Lesson 1: Create a survey project
Lesson 2: Create surveys
Lesson 3: Send surveys
Lesson 4: Automate surveys

After completing this module, students will be able to:

Work with Dynamics 365 Customer Voice to send surveys to customers and collect feedback

Module 5: Schedule services

In this module, you will learn how to schedule services and resources using Customer Service Scheduling

Lesson

Lesson 1: Configure Customer Service Scheduling
Lesson 2: Schedule services

After completing this module, students will be able to:

Schedule services and resources using Dynamics 365 Customer Service Scheduling

Module 6: Work with Dynamics 365 Customer Service workspaces

In this module, you will learn how to use Customer Service workspaces

Lesson

Lesson 1: Enhance agent productivity
Lesson 2: App profile manager

After completing this module, students will be able to:

Use customer service workspaces to enhance agent productivity
Use the app profile manager

Module 7: Omnichannel for Dynamics 365 Customer Service

In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service

Lesson

Lesson 1: Getting started
Lesson 2: Routing and work distribution
Lesson 3: Deploy an SMS channel
Lesson 4: Deploy chat widgets
Lesson 5: Create smart assist solutions

After completing this module, students will be able to:

Work with Omnichannel for Dynamics 365 Customer Service

Module 8: Manage analytics and insights

In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.

Lesson

Lesson 1: Get started
Lesson 2: Create visualizations

After completing this module, students will be able to:

Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
Create visualizations in Customer Service

Module 9: Connected Customer Service

In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios

Lesson

Lesson 1: Getting started
Lesson 2: Registering and managing devices

After completing this module, students will be able to:

Work with Connected Customer Service
Register and manage devices

Module 10: Implement Microsoft Power Platform

In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution

Lesson

Lesson 1: Create custom apps
Lesson 2: Integrate a Power Virtual Agents bot

After completing this module, students will be able to:

Create custom apps in Microsoft Power Platform for your Customer Service solution
Integrate a Power Virtual Agents bot

Practical information

Duration

4 Days

Languages

EN

Price

€2000,00 + 21% VAT

Location

Classroom Courses

Schedule

Guaranteed to run

Sessions in English

20/3 - 22/3Book

12/6 - 14/6Book

11/9 - 13/9Book

13/11 - 15/11Book

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