MB-230T01 Dynamics 365 for Customer Engagement for Customer Service

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 time to dedicate where a greater impact can be made, directly with customers.

Our team of globally recognized experts take students step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved, students will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether.

MB-230T01 Dynamics 365 for Customer Engagement for Customer Service

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Learning Objectives

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

     

    Course Details

    Course Outline

    1 - Customer Service Overview
  • Lesson 1: Create case records
  • Lesson 2: Related service apps
  • Lesson 3: Analytics for service
  • Lesson 4: AI for service
  • Lesson 5: Configuring customer service
  • Lesson 6: Module summary
  • 2 - Case Management
  • Lesson 1: Case management overview
  • Lesson 2: Creating case records
  • Lesson 3: Queue management
  • Lesson 4: Case routing
  • Lesson 5: Resolving cases
  • Lesson 6: Module summary
  • 3 - Service Level Agreements and Entitlements
  • Lesson 1: SLA and entitlement overview
  • Lesson 2: Create and manage entitlements
  • Lesson 3: Create and manage S
  • 4 - Knowledge Management
  • Lesson 1: Knowledge management overview
  • Lesson 2: Authoring and organizing
  • Lesson 3: Use knowledge content
  • Lesson 4: Manage knowledge content
  • Lesson 5: Module summary
  • Actual course outline may vary depending on offering center. Contact your sales representative for more information.

    Who is it For?

    Target 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.

    Other Prerequisites

    This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

    This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

    MB-230T01 Dynamics 365 for Customer Engagement for Customer Service

    $2,085 | This course is SATV-Eligible
    Course Length : 3 Days
     

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