- United Arab Emirates
- Saudi Arabia
- Qatar
- Oman
- Kuwait
- Bahrain
- Pakistan
- Egypt
- Libya
- Afghanistan
- Sudan
- Cyprus
- Fiji
- Ethiopia
- Ghana
- Kenya
- Nigeria
- Mauritius
- South Africa
- Zambia
- Zimbabwe
- Mozambique
- Uganda
- Tanzania
- Angola
- And Growing up
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 to 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.
Module 1: Work with Cases
In this module you will learn about working with Cases in Dynamics 365 Customer Service.
Lessons
Lesson 1: Get started with Cases
Lesson 2: Managing Cases
Lesson 3: Use queues to manage case workloads
Lesson 4: Create or update records automatically
Lesson 5: Unified routing
After completing this module, students will be able 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 how to create and manage entitlements and service level agreements
Lessons
Lesson 1: Create and manage entitlements
Lesson 2: Create and manage service level agreements
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Create and manage entitlements
Create and 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
Lessons
Lesson 1: Create knowledge management solutions
Lesson 2: Use knowledge articles to resolve cases
Lesson 3: Create and manage SLAs
Create and use 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
Lessons
Lesson 1: Create a survey project
Lesson 2: Create surveys
Lesson 3: Send surveys
Lesson 4: Automate surveys
Module 5: Schedule services
In this module, you will learn how to schedule services and resources using Customer Service Scheduling
Lessons
Lesson 1: Configure Customer Service Scheduling
Lesson 2: Schedule services
Module 6: Work with Dynamics 365 Customer Service workspaces
In this module, you will learn how to use Customer Service workspaces
Lessons
Lesson 1: Enhance agent productivity
Lesson 2: App profile manager
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 learn how to use Omnichannel for Dynamics 365 Customer Service
Lessons
Lesson 1: Getting started
Lesson 2: Routing and work distribution
Lesson 3: Deploy an SMS channel
Lesson 4: Deploy chat widgets
Lesson 5: Create smart assist solutions
Module 8: Manage analytics and insights
In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
Lessons
Lesson 1: Get started
Lesson 2: Create visualizations
Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
Create visualizations in Customer Service
Module 9: Connected Customer Service
In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios
Lessons
Lesson 1: Getting started
Lesson 2: Registering and managing devices
Work with Connected Customer Service
Register and manage 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
Lessons
Lesson 1: Create custom apps
Lesson 2: Integrate a Power Virtual Agents bot
Create custom apps in Microsoft Power Platform for your Customer Service solution
Integrate a Power Virtual Agents bot
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Audience Profile
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.
Q: How would you define Microsoft Dynamics customer service?
A: Microsoft Dynamics 365 Customer Service is considered a module for customer service automation that facilitates issue and knowledge management, helps personalized customer service with a 360-degree customer view, and delivers a clear view of customer service department performance with dashboards and reports. Whereas, dynamics 365 Customer Service Insights delivers an actionable view into critical performance metrics, operational data, and emerging trends by using industry-leading AI.
Q: Is Microsoft Dynamics 365 Customer Service MB-230T01 the right course?
A: Of course, this course is made for functional consultants working with Dynamics 365 Customer Service, or functional consultants who want to work with other Dynamics 365 apps and want to expand their knowledge of Customer Service.
Q: Who should enroll in Microsoft Dynamics 365 Customer Service MB-230T01 course?
A: A Dynamics 365 Customer Service is for Engagement Functional Consultant who is reliable for performing discovery, capturing the needs and wants of users, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Engagement Functional Consultant applies a solution using out-of-the-box capabilities, codeless extensibility, and application of service integrations.
Q: What are the duration and Learning Objectives of the Microsoft Dynamics 365 Customer Service MB-230T01 course?
A: The duration of the course is 3 days however, you will be able to learn and identify common customer service scenarios. Completing a case resolution process, analyzing customer service data, automating case management record processing, creating and using knowledgeable articles, and finally using the entitlements and service level agreements. This whole process of learning will be covered one by one in the Microsoft Dynamics 365 Customer Service MB-230T01 course.
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