Microsoft Dynamics 365 Customer Service Training (MB-230)

This Microsoft Dynamics 365 for Customer Service offers any organisation 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 recognised 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.

Dynamics 365 Customer Service Delivery Methods

• In-Person

• Online

Microsoft Dynamics 365 Customer Service Course Information

• Microsoft Dynamics 365 Customer Service Training (MB-230) Course Benefits

  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process
  • Analyse customer service data
  • Automate case management record processing
  • Create and use knowledge articles, entitlements, and service-level agreements
  • Work with Omnichannel, Connected Customer Service, and Microsoft Power Platform
  • Work with Customer Service Scheduling, Insights, and workspaces
  • Continue learning and face new challenges with after-course one-on-one instructor coaching

• Microsoft Dynamics 365 Customer Service Training (MB-230) Exam Information

  This course can help you prepare for the following Microsoft role-based certification exam — Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant .

Microsoft Dynamics 365 Customer Service Instructor-Led Course Outline

Module 1: Work with Cases

In this Module, you will learn 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 to:

• Create and manage entitlements
• Create and manage service level agreements

Module 3: Work with knowledge management

In this Module, you will learn to:

• Create and use knowledge management solutions
• Use knowledge articles to resolve cases
• Create and manage SLAs

Module 4: Create surveys with Customer Voice

In this Module, you will use Dynamics 365 Customer Voice to:

• Create a survey project
• Create and send surveys
• Automate surveys
• Create and manage knowledge content

Module 5: Schedule services

In this Module, you will use Customer Service Scheduling to:

• Configure Customer Service Scheduling
• Schedule services and resources using Dynamics 365 Customer Service Scheduling

Module 6: Work with Dynamics 365 Customer Service workspaces

In this Module, you will use Customer Service workspaces to:

• Use customer service workspaces to enhance agent productivity
• Use the app profile manager

Module 7: Omnichannel for Dynamics 365 Customer Service

In this Module, you will use Omnichannel for Dynamics 365 Customer Service to:

• Do 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 to:

• Work with insights in Customer Service to use Artificial Intelligence ( AI ) in your Dynamics 365 Customer Service solution
• Create visualisations in Customer Service

Module 9: Connected Customer Service

In this Module, you will use Connected Customer Service to:

• Work with Connected Customer Service
• Register and manage devices

Module 10: Implement Microsoft Power Platform

In this Module, you will learn to:

• Create custom apps in Microsoft Power Platform for your Customer Service solution
• Integrate a Power Virtual Agents bot