MB-230T01: Microsoft Dynamics 365 Customer Service

Course Information

Course Name

MB-230T01: Microsoft Dynamics 365 Customer Service

Exam code

MB-230

Duration

4 Days

Certification

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

Overview

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 altogether.

Audience Profile

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.

Prerequisites

• Basic understanding of how to navigate the Dynamics 365 application

• Working knowledge of the core records available

At Course Completion

Course Outline

Module 1: Work with cases in Dynamics 365 Customer Service

This learning path focuses on case management capabilities of Dynamics 365 Customer Service including options for creating cases, managing the case resolution process, working with case hierarchies, and merging similar cases. Queues can be used to maintain and manage case workloads for customer service agents.

Lessons

• Get started with Dynamics 365 Customer Service

• Managing cases with Dynamics 365 Customer Service Hub

• Manage cases with Dynamics 365 Customer Service workspace

• Use Microsoft Dynamics 365 Customer Service queues to manage case workloads

• Service representative collaboration in Dynamics 365 Customer Service

• Configure Copilot in Dynamics 365 Customer Service

• Create or update records automatically in Customer Service Hub

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

• Work with service-level agreements

• Create and manage entitlements

 Module 3: Work with Knowledge Management Solutions

This learning path focuses on working with Knowledge Management Solutions in Microsoft Dynamics 365 Customer Service.

Lessons

• Create knowledge management solutions

• Search and filter knowledge articles by using Dynamics 365 Customer Service

• Use knowledge articles to resolve Dynamics 365 Customer Service

 Module 4: Help service reps be more productive

This path discusses options to help service reps be more productive when using the Customer Service app.

Lessons

• Create custom experiences for service representatives with agent experience profiles in Customer Service

• Enhance representative productivity with Customer Service workspace

• Manage cases with Dynamics 365 Customer Service workspace

• Enhance service representative productivity and personalization in Omnichannel for Customer Service

• Enhance service representative productivity and personalization in Customer Service Hub

• Get started with Dynamics 365 Productivity Tools

• Create smart assist solutions in Contact Center for Dynamics 365 Customer Service

 Module 5: Route and distribute work

In this module, you will learn how to schedule services and resources using Customer Service Scheduling

Lessons

• Get started with unified routing

• Route and distribute work with unified routing

• Use skill-based routing in Dynamics 365 Customer Service

• Entity record routing with Omnichannel for Dynamics 365 Customer Service

Module 6: Connect and engage with customers with Omnichannel

Developing and deploying true omnichannel solutions is critical to the success of any organization that provides customer service to its customers. By ensuring the unified and contextual experience regardless of the channel used, organizations can increase customer satisfaction, resolve issues faster, and increase revenue. With Dynamics 365’s Omnichannel for Customer Service solution, organizations deploy a true Omnichannel solution that exists inside the Dynamics 365 organization that they use every day.

Lessons

• Get started with Omnichannel for Customer Service

• Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service

• Deploy a Voice channel in Dynamics 365 Customer Service

• Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service

• Set up Apple Message for Business and Google Business Messages as channels

• Integrate an agent for Contact Center and Dynamics 365 Customer Service

Module 7: Create surveys with Dynamics 365 Customer Voice

Capture, analyze, and act on customer and employee feedback. This learning path covers creating a survey project, creating a survey, sending surveys, automating surveys, and analyzing survey data.

Lessons

• Create a survey project with Dynamics 365 Customer Voice

• Create customer surveys with Dynamics 365 Customer Voice

• Send Dynamics 365 Customer Voice surveys

• Automate Dynamics 365 Customer Voice surveys with Power Automate

• Embed surveys in your website with Dynamics 365 Customer Voice

• Create customer Power BI reports in Dynamics 365 Customer Voice

Module 8: Get started with Dynamics 365 Customer Service scheduling

This learning path discusses how to configure and use Customer Service scheduling.

Lessons

• Set up Customer Service scheduling

• Schedule services with Customer Service scheduling

Module 9: Work with Customer Service Insights

Configure and work with Customer Service Insights data to gain insights to your customers. This learning path covers getting started with Customer Service Insights and visualizations.

Lessons

• Get started with Customer Service Insights

• Microsoft Dynamics 365 Customer Service Insights uses AI to automatically group your cases into topics by using natural language understanding, such as grouping defective product cases into a single topic. Topics allow you to discover and adapt to current and emerging trends, identify problem areas, and improve brand sentiment. By pinpointing and fixing issues before they impact customers, you can deliver better customer service experiences. This module will examine how Customer Service Insights can impact your organization.

• Create visualizations for Dynamics 365 Customer Service

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