Microsoft Dynamics 365 Customer Service Training (MB-230)

Course 8556

  • Duration: 3 days
  • Language: English
  • Level: Intermediate
Get This Course $2,650
  • 3-day instructor-led training course

  • Hands-on learning labs included
  • Microsoft Official Courseware

  • After-course coaching available

  • Guaranteed to Run - you can rest assured that the class will not be cancelled.
    Aug 17 - 19 9:00 AM - 4:30 PM EDT
  • Nov 16 - 18 9:00 AM - 4:30 PM EST
    Herndon, VA or AnyWare
  • Feb 22 - 24 9:00 AM - 4:30 PM EST
    New York or AnyWare
  • May 17 - 19 9:00 AM - 4:30 PM EDT
    Herndon, VA or AnyWare

This 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.

Dynamics 365 Customer Service Delivery Methods

  • In-Person

  • Online

Dynamics 365 Customer Service Course Benefits

  • 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 & entitlements and service level agreements

  • Work with Omnichannel, Connected Customer Service, and Microsoft Power Platform

  • Work with Customer Service Scheduling, Insights, and workspaces

  • Continue learning and face new challenges with after-course one-on-one instructor coaching

Dynamics 365 Customer Service Instructor-Led Course Outline

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.

In this Module, you will learn to:

  • Create and manage Cases 
  • Work with queues and unified routing
  • Create or update records automatically

In this Module, you will learn to:

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

In this Module, you will learn to:

  • Create and use knowledge management solutions
  • Use knowledge articles to resolve cases
  • Create and manage SLAs

In this Module, you will use Dynamics 365 Customer Voice to:

  • Create a survey project
  • Create and send surveys
  • Automate surveys
  • Create and manage knowledge content

In this Module, you will use Customer Service Scheduling to:

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

In this Module, you will use Customer Service workspaces to:

  • Use customer service workspaces to enhance agent productivity
  • Use the app profile manager

In this Module, you will use Omnichannel for Dynamics 365 Customer Service to:

  • Do routing and work distribution
  • Deploy an SMS channel
  • Deploy chat widgets
  • Create smart assist solutions

In this Module, you will learn to:

  • Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution
  • Create visualizations in Customer Service

In this Module, you will use Connected Customer Service to:

  • Work with Connected Customer Service
  • Register and manage devices

In this Module, you will learn to:

  • Create custom apps in Microsoft Power Platform for your Customer Service solution
  • Integrate a Power Virtual Agents bot

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