Microsoft Dynamics 365 Customer 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 https://docs.microsoft.com/en-gb/learn/certifications/courses/mb-230t01

You will receive digital access to the Microsoft course materials.


Outline

Module 1: Work with Cases in Dynamics 365 Customer Service

In this module you will learn about working with cases in Dynamics 365 Customer Service.

  • Get started with cases
  • Managing cases
  • Use queues to manage case workloads
  • Create or update records automatically
  • Unified routing

Module 2: Case Management

In this module you will learn how to create and manage entitlements and service level agreements..

  • Create and manage entitlements
  • 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

  • Create 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.

  • 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: Schedule Services

In this module, you will learn how to schedule services and resources using Customer Service Scheduling.

  • Configure Customer Service Scheduling
  • Scheduling services

Module 6: Work with Dynamics 365 Customer Service workspaces

  • Enhance agent productivity
  • App profile manager

Module 7: Omnichannel for Dynamics 365 Customer Service

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

  • Getting Started
  • Routing and work distribution
  • Deploy an SMS channel
  • Deploy chat widgets
  • Create smart assist solutions

Module 8: Manage analytics and 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
  • Create visualizations

Module 9: Connected Customer Service

In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios

  • Getting started
  • Registering and managing 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.

  • Create custom apps
  • Integrate a Power Virtual Agents bot

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.

Contact Details

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