Microsoft Dynamics 365 Service (MB-230)

This 3-day course covers features of the customer service app including an overview of customer service in Dynamics 365, managing cases, service level agreements and entitlements, knowledge management., scheduling and customer service insights.

The details for this course are taken from

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Please review our schedule to see what is available or contact us to discuss your requirements.

Course Outline

Module 1: Case Management

  • Get started with Dynamics 365 Customer Service
  • Managing cases
  • Use queue to manage case workloads
  • Create or update records automatically

Module 2: Entitlements and Service Level Agreements

  • Create and manage entitlements
  • Manage Service Level Agreements

Module 3: Knowledge management

  • Overview of knowledge management in Customer Service
  • Configure knowledge management search functionality
  • Use knowledge articles to resolve cases

Module 4: Multi-session experiences

  • Enhance agent productivity with Customer Service workspace
  • Create custom experiences for agents with the App profile manager

Module 5: Unified Routing

  • Overview of routing options
  • Basic record routing
  • Get started with Unified Routing

Module 6: Onminchannel for Customer Service

  • Get started with Omnichannel for Customer Service
  • Configure message channels
  • Deploy chat widgets

Module 7: Customer Voice

  • Create a survey project with Dynamics 365 Customer Voice
  • Create surveys
  • Send surveys
  • Automate surveys with Power Automate

Module 8: Service Scheduling

  • Configure Customer Service scheduling
  • Schedule services

Module 9: Analytics and Insights

  • Get started with Customer Service Insights
  • Create visualizations for Customer Service
  • Omnichannel Insights

Module 10: Connected Customer Service

  • Get started with Connected Customer Service and Azure IoT
  • Register and manage devices with Connected Customer Service and Azure IoT

Module 11: Power Platform for Customer Service

  • Create custom apps for Dynamics 365 Customer Service
  • Integrate a Power Virtual Agents bot with Omnichannel for Customer Service