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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
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
Team Training
- Bring this or any training to your organization
- Full - scale program development
- 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 1 Day
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Feb 10 - 12 9:00 AM - 4:30 PM EST Online (AnyWare)
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May 19 - 21 9:00 AM - 4:30 PM EDT Herndon, VA / Online (AnyWare)
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Aug 18 - 20 9:00 AM - 4:30 PM EDT Herndon, VA / Online (AnyWare)
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Nov 15 - 17 9:00 AM - 4:30 PM EST 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 students will learn the basics of customer service in Dynamics 365. Students 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
- Lesson 6: Module summary
After completing this module, students will be able to:
- Install and configure the customer service application
- Identify common customer service scenarios
Module 2: Case Management
In this module students 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
- Lesson 6: Module summary
After completing this module, students will be able to:
- Open and resolve customer service cases
- Automate case creation and routing
Module 3: Service Level Agreements and Entitlements
In this module students 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
- Lesson 4: Module summary
After completing this module, students will be able to:
- Create and use service level agreements
- Create and use entitlements
Module 4: Knowledge Management
In this module students will learn how to create and use knowledge management. Additionally, students 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
- Lesson 5: Module summary
After completing this module, students will be able to:
- Create and manage knowledge content
Team Training
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.
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