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Microsoft Dynamics 365 Customer Service Training (MB-230)
Level: Intermediate
Microsoft Dynamics 365 for 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.
Key Features of this Microsoft Dynamics 365 Customer Service Training:
- Microsoft Official Course content
- Eligible for SATV redemption
You Will Learn How 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
Choose the Training Solution That Best Fits Your Individual Needs or Organizational Goals
LIVE, INSTRUCTOR-LED
In Class & Live, Online Training
- Microsoft Official Course content
- Eligible for SATV redemption
- Hands-on learning labs included
- After-course instructor coaching included
TRAINING AT YOUR SITE
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- Delivered when, where, and how you want it
- Blended learning models
- Tailored content
- Expert team coaching
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In Class & Live, Online Training
Important Microsoft Dynamics 365 Customer Service Training Information
Software/Tools
Dynamics
Requirements
This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.
Who Should Attend This Course
A Dynamics 365 Customer Service 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.
Exam Information
MB-230: Microsoft Dynamics 365 Customer Service
Time Zone Legend:
Note: This course runs for 3 Days
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Aug 18 - 20 9:00 AM - 4:30 PM EDT Online (AnyWare)
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Nov 15 - 17 9:00 AM - 4:30 PM EST Herndon, VA / Online (AnyWare)
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Feb 16 - 18 9:00 AM - 4:30 PM EST Herndon, VA / Online (AnyWare)
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May 18 - 20 9:00 AM - 4:30 PM EDT Herndon, VA / Online (AnyWare)
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Guaranteed to Run
When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time — will run. Guaranteed.Microsoft Dynamics 365 Customer Service Course 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.
Lessons- Lesson 1: Create case records
- Lesson 2: Related service apps
- Lesson 3: Analytics for service
- Lesson 4: AI for service
- Lesson 5: Configuring customer service
- 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.
Lessons
- Lesson 1: Case management overview
- Lesson 2: Creating case records
- Lesson 3: Queue management
- Lesson 4: Case routing
- Lesson 5: Resolving cases
- 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.
Lessons
- Lesson 1: SLA and entitlement overview
- Lesson 2: Create and manage entitlements
- Lesson 3: Create and manage SLAs
- 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.
Lessons
- Lesson 1: Knowledge management overview
- Lesson 2: Authoring and organizing
- Lesson 3: Use knowledge content
- Lesson 4: Manage knowledge content
- Create and manage knowledge content.
Module 5: Omnichannel
In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.
Lessons- Lesson 1: Get Started
- Lesson 2: Entity record routing
- Lesson 3: Routing and work distribution
- Lesson 4: Configure message channels
- Lesson 5: Deploy chat widgets
- Lesson 6: Create smart assist solutions
- Lesson 7: Integrate a Power Virtual Agents bot
- Lesson 8: 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.
Lessons
- Lesson 1: Getting Started with Customer Service Scheduling
- Lesson 2: Configure Customer Service Scheduling
- Lesson 3: Defining and working with bookable resources
- Lesson 4: Working with services
- Lesson 5: Working with fulfillment preferences
- Lesson 6: Scheduling service activities
- Lesson 7: 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.
Lessons
- Lesson 1: Getting started with Connected Customer Service
- Lesson 2: Registering devices
- Lesson 3: Device management and interaction
- Lesson 4: 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.
Lessons
- Lesson 1: Get started with Customer Service Insights
- Lesson 2: Work with Customer Service call insights
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Microsoft Dynamics 365 Customer Service FAQs
Is this course part of a certification path?
Yes, this course helps prepare you for the “Microsoft Certified: Dynamics 365 Customer Service Associate” certification.
What courses are included in the “Microsoft Certified: Dynamics 365 Customer Service Associate” certification path?
MB-200 and MB-230 (8556). It is required you pass both exams to achieve certification.
Related Microsoft Training
Microsoft Dynamics 365 + Power Platform Solution Architect Training (MB-600)
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