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

Customer service is a key aspect of any customer relationship management strategy. Microsoft

Dynamics 365 Customer Service has many features that organizations can use to manage the services they provide to customers.

Lessons

• Introducing Dynamics 365 Customer Service
• Customer Service core components
• Understand the modern customer journey
• Check your knowledge
• Summary

After completing this module, students will be able to:

• Learn about the pieces of Dynamics 365 Customer Service
• Learn how to optimize Dynamics 365 Customer Service to improve your customer relations

Microsoft Dynamics 365 for Customer Service lets organizations better serve their customers and manage agent caseloads by providing a wide range of case management options. Whether agents are looking for more efficient ways to create cases or better ways to manage the case lifecycle, the case management tools in Microsoft Dynamics 365 can help them throughout the management process.

Lessons

• Case management overview
• Case creation and lifecycle
• Considerations for case creation automation
• Exercise – Create and resolve cases
• Case management scenarios
• Case management dashboard scenarios
• Case management work with cases scenarios
• Work with status reason transitions
• Exercise – Manage cases in Microsoft Dynamics 365
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Examine the case resolution process in Dynamics 365 from beginning to end
• Identify the different options that are available for creating and defining cases
• Use business process flows to guide agents through case resolution
• Review when and how parent/child cases are used
• Identify when similar cases should be merged
• Work with case status reason transitions, and configure custom status transitions

Customer support centers often use queues to manage the routing of cases that come in, so that they are handled in an organized and timely manner.

Lessons

• Introduction to Microsoft Dynamics 365 queues
• Configure tables for queues
• Create a Microsoft Dynamics 365 queue
• Work with queues
• Exercise – Use queues to manage case workloads
• Routing rule sets
• Exercise – Use routing rules to assign cases to specific queues
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Identify the different types of Microsoft Dynamics 365 queues that are available
• Create a queue, and define queue members
• Assign, pick, and release queue items
• Define routing rule sets to move items to specific queues
• Set up other Dynamics 365 tables so that they can be used with queues

Learn how to create records by using the automatic creation and update rules functionality. Additionally, you will learn how to use multiple conditions in a single rule to create records differently based on the results.

Lessons

• Introduction
• Set up rules to create or update records automatically
• Configure rules for creating or updating records automatically
• Map records manually with Power Automate
• Complete and activate your rule
• Use the activity monitor to review and track rules
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Learn about automatic record creation and review instances where you can use it.
• Review the process of defining rules by using the Customer Service Hub app.
• Examine rule items, how they’re used within a rule, and the process for defining them within a rule.
• Learn how to use Microsoft Power Automate to create the record in the application.
• Learn how to configure the Power Automate flow to map a contact manually.
• Examine how to use the activity monitor to review the status of rules that are being processed.

To ensure that customers are satisfied with the service that’s being provided, many organizations will connect incoming work items, such as cases, phone calls, or chat requests, to the most qualified agent to assist with each specific need.

Lessons

• Introduction
• Route cases by using basic routing rule sets
• Set up unified routing
• Create and manage users
• Create and manage queues for unified routing
• Set up workstreams for record routing
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Learn about basic routing.
• Set up unified routing.
• Create and manage user setup.
• Learn about queues and workstreams..

This module will focus on Microsoft Dynamics 365 entitlements and how they’re used to define and track information about support contracts. It includes information about creating and defining entitlements, setting up entitlement terms and types, defining related records, and managing the entitlement lifecycle.

Lessons

• Overview of entitlements
• Create entitlement records
• Work with entitlement channels
• Other considerations
• Exercise – Manage support contracts by using entitlements
• Define entitlement templates
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Create and define entitlement records
• Control when an entitlement is applied
• Define specific entitlement terms and supported channels
• Define entitlements that are product-specific or contact-specific
• Work with multiple entitlement records for a specific customer
• Use entitlement templates to quickly create new entitlements

This module will focus on building knowledge management solutions by using Microsoft Dynamics 365. It provides an overview of the different knowledge management options that are available, and includes information about defining knowledge articles, managing article versions, and publishing articles

Lessons

• Knowledge management overview
• Create and define knowledge articles
• Knowledge article lifecycle
• Manage knowledge article versions, categories, and translations
• Knowledge article publication
• Exercise – Create and maintain knowledge articles
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Identify scenarios where knowledge articles can be used
• Create and define knowledge articles in Dynamics 365
• Manage the knowledge article lifecycle
• Control article version, translation, and publishing options.

This module will focus on how to use the Knowledge Management capabilities of Dynamics 365 to resolve cases inside Dynamics 365 including how to customize Dynamics 365 entities to consume Knowledge Articles, searching for and linking knowledge Articles, controlling article display options, and using article analytics to drive Knowledge Manage options.

Lessons
• Knowledge article and case resolution overview
• Enable and configure entities for Knowledge Search
• Configure article search and display options
• Search for knowledge articles
• Exercise – Resolve Microsoft Dynamics 365 cases by using knowledge articles
• Article analytics
• Check your knowledge
• Summary

After completing this module, you will be able to:
• Configure Dynamics 365 Entities for use with Knowledge Management
• Define and control Article display options on entities
• Search for and use Articles to resolve Dynamics 365 cases
• View and manage Knowledge Article Analytic

Learn how to create a survey project with Dynamics 365 Customer Voice.

Lessons

• Introduction
• Dynamics 365 Customer Voice
• Projects in Dynamics 365 Customer Voice
• Create your first project
• Exercise – Create a basic project
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Learn about Dynamics 365 Customer Voice and how it can benefit an organization.
• Create your first project.
• Discover the high-level features and functionality of a project.

Learn about the various methods that Dynamics 365 Customer Voice provides to help you send powerful surveys to capture feedback from customers and employees.

Lessons

• Introduction
• Create and personalize email templates
• Translate email templates into other languages
• Email a survey
• Upload CSV files
• Use links and QR codes
• Analyze survey reports
• Exercise – Create an email template
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Learn how to create email templates to send from Dynamics 365 Customer Voice.
• Learn how to email surveys directly from Dynamics 365 Customer Voice.
• Discover the different methods of sending surveys, including with direct links and QR codes.
• Send survey reminders and learn how to interpret the survey distribution report.

Create a personalized and automated customer feedback experience by using Microsoft Power Automate.

Lessons

• Introduction
• Send a survey with Power Automate
• Create an invitation
• Expand variables to further customize surveys
• Use the locale variable for multilingual surveys
• Use variables for follow-up actions
• Exercise – Create a survey invitation
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Learn about the role that Power Automate plays when you are setting up projects and surveys in Dynamics 365 Customer Voice.
• Discover the purpose of using variables to further customize surveys.
• Create a flow in Power Automate to create and send survey invitations to customers.

Dynamics 365 Customer Service includes capabilities to help you effectively schedule staff and other resources to provide service to customers at the organization’s locations.

Lessons

• Introduction
• Set up service scheduling
• Define resources
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Get started with Customer Service scheduling.
• Learn how to set up Customer Service scheduling.
• Discover how to define resource

Learn how to define and schedule services with Dynamics 365 Customer Service to provide service to customers at the organization’s locations.

Lessons

• Introduction
• Set up fulfillment preferences
• Create service activities
• Schedule service activities
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Learn how to define services.
• Discover how to configure fulfillment preferences.
• Learn how to create and schedule service activities

With Customer Service workspace, you can ensure that agents are equipped with the core customer service capabilities that they are accustomed to using with the Customer Service Hub app. It will also provide agents with the ability have multiple sessions open at a time in a single workspace experience.

Lessons

• Introduction
• Explore the Customer Service workspace user interface
• View and edit records
• Work with case records
• Use the Productivity pane in Customer Service workspace
• Check your knowledge
• Summary

After completing this module, you will be able to:

• View and edit records.
• Work with cases.

With agent experience profiles, your organization can create targeted app experiences for agents and supervisors who work with the Microsoft Dynamics 365 Customer Service workspace and Omnichannel for Customer Service apps.

Lessons

• Introduction
• Create and use agent experience profiles to manage apps
• Application tab templates
• Session templates
• Manage notification settings and templates
• Use templates in workstreams
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Learn about agent experience profiles, when they’re available, and how to access them.
• Create custom profiles with the user interface.
• Define which channels and productivity features are available within a profile.
• Configure session templates.
• Create application tab templates.
• Create notification templates and use notification fields.
• Review associate session and notification templates with workstreams.

With Omnichannel for Dynamics 365 Customer Service, agents can service multiple customers across different channels directly from within their Dynamics 365 environment. This module introduces the features and functionality of Omnichannel.

Lessons

• Introduction to Omnichannel for Customer Service
• Use the agent interface
• Manage sessions and work with applications
• Work with conversations
• Work with customer information
• Helping an agent’s productivity
• Helping an agent’s productivity
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Learn about agent experience and managing sessions.
• Work with conversations and customer summaries

Unified routing is an intelligent, scalable, and enterprise grade routing and assignment capability. It can direct the incoming work item to the best suited queue and agent by adhering to work item requirements and matching them with the agent’s capabilities.

Lessons

• Introduction
• Set up work classification
• Route items to queues
• Set up work assignments in queues
• Get started with intelligent routing
• Diagnostics
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Set up the components that are involved in classification and assignment of work items.
• Classify work items and route work to employees.
• Set up queues to distribute work.
• Run diagnostic

Learn how to use Short Message Service (SMS) messages to initiate support requests with support organizations.

Lessons

• Introduction
• Configure phone numbers and messaging accounts
• Configure SMS workstream
• Configure SMS workstream options
• Route SMS conversations
• Configure Additional Settings
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Configure an SMS channel.
• Configure phone numbers and messaging accounts such as TeleSign and Twilio.
• Configure SMS workstream and workstream options.
• Route SMS conversations.
• Set up additional settings

A chat widget lets customers connect with service agents and assists in resolving their queries quickly. This module covers the process of deploying chat widgets with Omnichannel for Dynamics 365 Customer Service.

Lessons

• Introduction to chat channels
• Create a chat channel
• Allow chat transcripts and file downloads
• Work with pre-chat and post-chat surveys
• Embed a chat widget in a portal
• Use proactive chat
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Create a chat channel.
• Allow chat transcripts and file downloads.
• Work with pre-chat and post-chat surveys.
• Embed a chat widget in a portal.

Do you want to build custom bots and plug them into environments to provide relevant recommendations to agents? This module teaches you how to create adaptive cards and custom bots and how to enable the Productivity pane.

Lessons

• Introduction
• Work with Microsoft Adaptive Cards
• Build a smart assist bot
• Integrate a smart assist bot with Omnichannel for Customer Service
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Create a chat channel.
• Allow chat transcripts and file downloads.
• Work with pre-chat and post-chat surveys.
• Embed a chat widget in a portal.

Microsoft Dynamics 365 Customer Service includes several features for reporting and displaying data to help users manage their case workload. This module examines the options that are provided by Customer Service

Lessons

• Introduction
• Create and use charts
• Create dashboards for Customer Service
• Use Power BI to view Customer Service data
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Review the data reporting and visualization options in Dynamics 365 Customer Service.
• Discover how to create charts.
• Learn how to use and create tier 1 and tier 2 interactive dashboards.
• Discover how to use Microsoft Power BI to view Dynamics 365 Customer Service data.

The Connected Customer Service Add-in for Microsoft Dynamics 365 integrates Internet of Things (IoT) devices with Microsoft Dynamics 365 Customer Service to help organizations create a proactive approach to providing service to customers.

Lessons

• Introduction
• Choose a deployment type
• Install Connected Customer Service
• Customer assets and IoT alerts
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Learn about the Connected Customer Service Add-in for Microsoft Dynamics 365.
• Choose a deployment type.
• Install the Connected Customer Service Add-in.
• Learn about customer assets and IoT alerts

Connected Customer Service integrates IoT devices with Dynamics 365 Customer Service to help organizations create an approach to providing service to customers. Additionally, it enables the registration, monitoring, and management of IoT devices into your organization’s business processes

Lessons

• Introduction
• Generate alerts from IoT devices
• Device management and interaction
• Create and send commands to IoT devices
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Learn how to register IoT devices.
• Discover how to create IoT alerts and convert alerts to cases.
• Learn about the required security roles for Connected Customer Service.
• Discover how to manage interactions with IoT devices.
• Learn about sending commands to IoT devices.

Learn how to use Microsoft Power Platform to create custom apps for Microsoft Dynamics 365 Customer Service.

Lessons

• Introduction
• Create Power Apps for Dynamics 365 Customer Service
• Deploy a self-service portal for Customer Service
• Customize case management
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Learn how you can use Microsoft Power Platform to customize Dynamics 365 Customer Service.
• Learn how to create apps from Microsoft Power Apps for Customer Service.
• Learn how to deploy a self-service portal for Customer Service.
• Discover how to customize case management

Learn how to integrate a Power Virtual Agents bot with Omnichannel for Microsoft Dynamics 365 Customer Service.

Lessons

• Introduction
• Create an Azure Active Directory application
• Configure the Power Virtual Agents bot
• Configure Omnichannel for Customer Service
• Check your knowledge
• Summary

After completing this module, you will be able to:

• Create an Azure Active Directory application.
• Configure the Power Virtual Agents bot.
• Configure Omnichannel for Customer Service