Microsoft Dynamics 365 Customer Service (MB-230)

Course Code: MB-230

Duration: 4 days

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Course Overview

Microsoft Dynamics 365 Customer Service 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.

Target Audience

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

Course Objectives

After completing this course, you will be able 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.
• Create and use entitlements and service level agreements.
• Work with Omnichannel.
• Work with Connected Customer Service.
• Work with Customer Service Scheduling.
• Work with Customer Service Insights.
• Work with Microsoft Power Platform.
• Work with Customer Service workspaces.

Course Content

Module 1: Work with Cases

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

Module 2: Work with entitlements and service level agreements

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

Module 3: Work with knowledge management

• Create knowledge management solutions.
• Use knowledge articles to resolve cases.

Module 4: Create surveys with Customer Voice

• Engage with customers using Dynamics 365 Customer Voice.

Module 5: Schedule services

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

Module 6: Work with Dynamics 365 Customer Service workspaces

• Enhance agent productivity with customer service workspaces.

Module 7: Omnichannel for Dynamics 365 Customer Service

• Use Omnichannel to handle customer interactions.

Module 8: Manage analytics and insights

• Use AI to enhance Dynamics 365 Customer Service solutions.

Module 9: Connected Customer Service

• Proactively handle customer service scenarios.

Module 10: Implement Microsoft Power Platform

• Enhance your solution with custom apps and integrations.

Course Prerequisites

This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.

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