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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