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
Microsoft Dynamics 365 Customer Service Course Information
Microsoft Dynamics 365 Customer Service Training (MB-230) 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
Microsoft Dynamics 365 Customer Service Training (MB-230) Exam Information
This course can help you prepare for the following Microsoft role-based certification exam — Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant.
Microsoft Dynamics 365 Customer Service Instructor-Led Course Outline
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
