Microsoft Dynamics 365 Customer Service

This 3-day course covers features of the customer service app inlcuding 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 https://docs.microsoft.com/en-gb/learn/certifications/courses/mb-230t01.

You will receive digital access to the Microsoft course materials.

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.

Create case records
Related service apps
Analytics for service
AI for service
Configuring customer service

After completing this module, you 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.

Case management overview
Creating case records
Queue management
Case routing
Resolving cases

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.

SLA and entitlement overview
Create and manage entitlements
Create and manage SLAs

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.

Knowledge management overview
Authoring and organizing
Use knowledge content
Manage knowledge content

After completing this module, you will be able to:

Create and manage knowledge content

Module 5: Omnichannel

In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.

Get Started
Entity record routing
Routing and work distribution
Configure message channels
Deploy chat widgets
Create smart assist solutions
Integrate a Power Virtual Agents bot
Productivity tools

Module 6: Customer Service Scheduling

In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service.

Getting Started with Customer Service Scheduling
Configure Customer Service Scheduling
Defining and working with bookable resources
Working with services
Working with fulfillment preferences
Scheduling service activities
Rescheduling service activities and substituting resources

Module 7: Connected Customer Service

In this module, you will learn how to use Dynamics 365 Connected Customer Service to take data and help execute actual business actions on the data.

Getting started with Connected Customer Service
Registering devices
Device management and interaction
IoT alerts and sending commands

Module 8: Customer Service Insights

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

Get started with Customer Service Insights
Work with Customer Service call insights

Is this course for me

This course is aimed at those wanting to become a Dynamics 365 for Customer Service Functional Consultant Associate and helps you prepare for the Microsoft Dynamics 365 for Customer Service exam (MB-230).

Have a look at our certifications page for more details.