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Course 23000

Price: $695, Length: 1 day

MB-230 Dynamics 365 for Customer Service

23000 MB-230 Dynamics 365 for Customer Service Training

Learn how to increase customer service success with this Dynamics 365 for Customer Service (CRM) productivity training. Gain a comprehensive understanding on how to leverage Dynamics 365 for Service for efficient case management, insights to use for case prioritization, analysis on case performance, and more. Let us teach you how to use this information to increase the productivity and efficiency of your organization. This course also helps you prepare for Exam MB-230: Dynamics 365 for Customer Service.

About This Course MB-230: Dynamics 365 for Customer Service (MB-230T01 Dynamics 365 for customer engagement for customer service)

Open up more opportunities for customer success in your organization with Microsoft Dynamics 365 for Customer Service organization. Using tools such as automatic case creation and queue management gives you more time to dedicate it to areas that you can have a greater impact - directly with your customers.

Join our team of recognized industry experts as we take you step by step from creating cases, to directly interacting with customers, to resolving the cases. Once you’ve resolved the cases you can use data analysis to learn the key details to help you resolve similar cases faster or avoid new issues altogether.

Prerequisite

This course is designed for persons who are aspiring to the Microsoft 365
Enterprise Admin role and have completed one of the Microsoft 365 work load
administrator certification paths.

Audience Profile

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.

At Course Completion

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

Course Outline

Module 1: Customer Service Overview

In this module you will learn the basics of customer service in Dynamics
365. We will

install and configure the application as well as learn about security
roles,

related applications and analytics.

Lessons

  • Lesson 1: Create case records
  • Lesson 2: Related service apps
  • Lesson 3: Analytics for service
  • Lesson 4: AI for service
  • Lesson 5: Configuring customer service
  • Lesson 6: Module summary

After completing this module, students will be able to:

· Install and configure the customer service

application.

· Identify common customer service scenarios.

Module 2: Case Management

In this module you will learn how to open and resolve customer service
cases, both

manually and with automation.

Lessons

  • Lesson 1: Case management overview
  • Lesson 2: Creating case records
  • Lesson 3: Queue management
  • Lesson 4: Case routing
  • Lesson 5: Resolving cases
  • Lesson 6: Module summary

After completing this module, you will be able to:

· Open and resolve customer service cases.

· Automate case creation and routing.

Module 3: Service Level Agreements and Entitlements

In this module you will learn how to define and use entitlements and
entitlement

templates as well as service level agreements and how these tools enable
case

resolution.

Lessons

  • Lesson 1: SLA and entitlement overview
  • Lesson 2: Create and manage entitlements
  • Lesson 3: Create and manage SLAs
  • Lesson 4: Module summary

After completing this module, you will be able to:

· Create and use service level agreements.

  • Create and use entitlements.

Module 4: Knowledge Management

In this module you will learn how to create and use knowledge management.
Additionally,

you will learn the lifecycle of knowledge articles.

Lessons

  • Lesson 1: Knowledge management overview
  • Lesson 2: Authoring and organizing
  • Lesson 3: Use knowledge content
  • Lesson 4: Manage knowledge content
  • Lesson 5: Module summary

After completing this module, you will be able to:

  • Create and manage knowledge content.

We look forward to your great success!

*NOTE: if an average rating and rating count are shown on this page, they are based on all reviews associated with Dynamics Edge that are shown on the review page, and are not restricted to reviews only for the particular course offered on this page.


23000MB-230 Dynamics 365 for Customer Service