MB-230T01 : Microsoft Dynamics 365 Customer Service

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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 all together.

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.

Job role: Functional Consultant

Preparation for exam: MB-230

Features: none

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.

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

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

After completing this module, you will be able to

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