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9:00 AM – 4:00 PM CST
9:00 AM – 4:00 PM CST
9:00 AM – 4:00 PM CST
9:00 AM – 4:00 PM CST
9:00 AM – 4:00 PM CST
9:00 AM – 4:00 PM CST
9:00 AM – 4:00 PM CST
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- Virtual instructor Led Training
- Complete Hands-on Labs
- Softcopy of Courseware
- Learning Labs
- Virtual instructor Led Training
- Complete Hands-on Labs
- Softcopy of Courseware
- Learning Labs
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- The GSA Contract Number: 47QTCA20D000D
- Call 800-453-5961 for details
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Dynamics 365 Customer Service MB-230
Customer Service Functional Consultant
You will learn how 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
- Lastly, create and use entitlements and service level agreements
MB-230 Dynamics 365 Customer Service
Microsoft Dynamics 365 Customer Service course 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.
Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.
Is this the Right MB-230 Dynamics 365 Customer Service Course for You?
A Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and also applications. The Functional Consultant implements a solution using out-of-the-box capabilities, codeless extensibility, application, and also service integrations.
Good to know before you attend the class:
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other D365 apps who want to expand their knowledge of Customer Service.
Course Outline
The MB-230 known as Microsoft Dynamics 365 Customer Service Functional Consultant Associate, covers configuring and managing Dynamics 365 Customer Service. Here’s an outline of the updated course, including new modules:
Module 1: Introduction to Dynamics 365 Customer Service
- Overview of Dynamics 365 Customer Service
- Key features and functionalities
- Navigating the customer service application
Module 2: Configure Dynamics 365 Customer Service
- Organizational setup and configuration
- Service management settings
- Role-based security and access control
- Managing queues and routing rules
Module 3: Case Management
- Creating and managing cases
- Automating case creation and routing
- Case resolution and service level agreements (SLAs)
- Case lifecycle management
Module 4: Knowledge Management
- Creating and managing knowledge articles
- Utilizing the knowledge base
- Integrating knowledge management with case management
Module 5: Omnichannel for Customer Service
- Configuring and managing Omnichannel
- Setting up chat, SMS, and social channels
- Utilizing Omnichannel insights and analytics
Module 6: Customer Service Insights
- Configuring Customer Service Insights
- Analyzing customer service performance
- Reporting on customer service metrics and KPIs
New Module: AI and Automation in Customer Service
- Utilizing AI in Customer Service: Implementing AI-driven insights and recommendations
- Automated Case Resolution: Setting up automated workflows for case resolution
- Virtual Agents: Configuring and deploying AI-powered virtual agents
Module 7: Unified Service Desk
- Setting up Unified Service Desk (USD)
- Configuring USD components and layouts
- Integrating USD with other Dynamics 365 applications
Module 8: Service Scheduling
- Configuring service scheduling
- Managing resources and facilities
- Optimizing service schedules
Module 9: Customer Feedback and Voice of the Customer
- Designing and distributing surveys
- Collecting and analyzing customer feedback
- Integrating feedback with customer records
Module 10: Integration with Other Dynamics 365 Applications
- Integrating with Dynamics 365 Sales
- Integrating with Dynamics 365 Field Service
- Power Platform integration
Module 11: Managing Service Reports and Dashboards
- Creating and managing service reports
- Designing interactive dashboards
- Utilizing Power BI for advanced reporting
Module 12: Compliance and Data Privacy
- Configuring GDPR and data privacy settings
- Managing consent and preferences
- Ensuring compliance with service regulations
These modules cover the essential topics and skills needed to effectively use and manage Dynamics 365 Customer Service, including new features that leverage AI and automation to enhance customer service operations.
Related Certifications:
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Learning Paths
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