Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Dynamics 365 Customer Service Training MB-230: Deliver proactive service with IoT
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.
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
Module 1: Work with Cases
In this module you will learn about working with Cases in D365 Customer Service.
Lessons
- 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
Lessons
- Lesson 1: Create and manage entitlements
- Lesson 2: Create and manage service level agreements
After completing this module, you 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
Lessons
- Lesson 1: Create knowledge management solutions
- Lesson 2: Use knowledge articles to resolve cases
- Lesson 3: Create and manage SLAs
After completing this module, you 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
Lessons
- Lesson 1: Create a survey project
- Lesson 2: Create surveys
- Lesson 3: Send surveys
- Lesson 4: Automate surveys
After completing this module, you will be able to:
- Work with D365 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
Lessons
- Lesson 1: Configure Customer Service Scheduling
- Lesson 2: Schedule services
After completing this module, you will be able to:
- Schedule services and resources using D365 Customer Service Scheduling
Module 6: Work with D365 Customer Service workspaces
In this module, you will learn how to use Customer Service workspaces
Lessons
- Lesson 1: Enhance agent productivity
- Lesson 2: App profile manager
After completing this module, you will be able to:
- Use customer service workspaces to enhance agent productivity
- Use the app profile manager
Module 7: Omnichannel for D365 Customer Service
In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service
Lessons
- 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, you will be able to:
- Work with Omnichannel for D365 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.
Lessons
- Lesson 1: Get started
- Lesson 2: Create visualizations
After completing this module, you will be able to:
- Work with insights in Customer Service to use Artificial Intelligence (AI) in your D365 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
Lessons
- Lesson 1: Getting started
- Lesson 2: Registering and managing devices
After completing this module, you 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
Lessons
- Lesson 1: Create custom apps
- Lesson 2: Integrate a Power Virtual Agents bot
After completing this module, you will be able to:
- Create custom apps in Microsoft Power Platform for your Customer Service solution
- Integrate a Power Virtual Agents bot
Related Courses:
MB-210 Microsoft Dynamics 365 Sales
MB-220 Microsoft Dynamics 365 Marketing
MB-240 Microsoft Dynamics 365 Field Service
MB-260 Microsoft Customer Data Platform Specialty
Related Certifications:
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Price:
$2,085.00
Duration:
3 days