MB-230T01: Microsoft Dynamics 365 Customer Service | IT Training & Certification | Info Trek
Respect Your Dreams
Follow through on your goals with courses

MB-230T01: Microsoft Dynamics 365 Customer Service

Location

Format What’s this?
  1. 1 Days
  1. All of our private classes are customized to your organization's needs.
  2. Click on the button below to send us your details and you will be contacted shortly.
Request more information

Inquiry for: Myself    My Company

By providing your contact details, you agree to our Privacy Policy

 

 

 

Thank You

Our learning consultant will get back to you in 1 business day

MB-230T01: Microsoft Dynamics 365 Customer Service

WHAT YOU WILL LEARN

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.


AUDIENCE

This Microsoft Official training course is intended for Dynamics 365 Customer Engagement Functional Consultants who are 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.

This course prepares students for the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. To attain this certification, students are required to pass both the MB-200: Microsoft Power Platform + Dynamics 365 Core and MB-230: Microsoft Dynamics 365 Customer Service exams.

The MB-200 exam measures your ability to accomplish the following technical tasks: perform discovery, planning, and analysis; manage user experience design; manage entities and data; implement security; implement integration; and perform solutions deployment and testing whereas MB-230 exam measures your ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure Forms Pro.

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 workload administrator certification paths.

METHODOLOGY

This program will be conducted with interactive lectures, PowerPoint presentation, discussions and hands-on labs. This course can be conducted as instructor-led (ILT) or virtual instructor-led training (VILT) and can be redeemed using your Software Assurance Training Vouchers.

COURSE OBJECTIVES

After completing this course, you will be able to:

• 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


Expand All

Modules

Module 1: Customer Service Overview

In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.


Lessons

• 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


After completing this module, students will be able to:

• Install and configure the customer service application.

• Identify common customer service scenarios.


Module 2: Case Management

In this module you will learn how to open and resolve customer service cases, both manually and with automation.


Lessons

• 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


After completing this module, you will be able to:

• Open and resolve customer service cases.

• Automate case creation and routing.


Module 3: Service Level Agreements and Entitlements

In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.


Lessons

• Lesson 1: SLA and entitlement overview

• Lesson 2: Create and manage entitlements

• Lesson 3: Create and manage SLAs

• Lesson 4: Module summary


After completing this module, you will be able to:

• Create and use service level agreements.

• Create and use entitlements.


Module 4: Knowledge Management

In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.


Lessons

• Lesson 1: Knowledge management overview

• Lesson 2: Authoring and organizing

• Lesson 3: Use knowledge content

• Lesson 4: Manage knowledge content

• Lesson 5: Module summary


After completing this module, you will be able to:

• Create and manage knowledge content.


To Be Confirm

To Be Confirm

Read More

Course Reviews

No Remarks

0

0 Ratings