The MB-230 course is designed to provide functional consultants with the knowledge and skills needed to implement and manage solutions in Dynamics 365 Customer Service. The course covers essential topics such as configuring customer service entities, managing cases, implementing queues and entitlements, and utilizing advanced analytics to enhance customer service.
What's in it for you?
- Manage cases and Knowledge Management
- Manage entitlements and SLAs
- Implement scheduling
- Implement multi-session experiences for Customer Service
- Manage analytics, visualizations, and insights
- Implement Microsoft Power Platform
- Implement Connected Customer Service
- Implement routing
Who should attend?
- Customer Service Representatives
- Customer Service Managers
- Customer Experience (CX) Professionals
- Support Agents
- Contact Center Managers
- CRM Administrators
- Business Analysts
- IT Professionals
- Service Operations Managers
- Sales Professionals
- Professionals Seeking Certification
Prerequisites
Participants should have a basic understanding of:
- Customer relationship management (CRM) concepts.
- Microsoft Dynamics 365 functionality and navigation.
- Basic data management and data integration principles.
Course Outline
Case Management
- Lesson: Get started with Dynamics 365 Customer Service
- Lesson: Managing cases with Dynamics 365 Customer Service
- Lesson: Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
- Lesson: Create or update records automatically in Customer Service Hub
- Lesson: Unified routing in Dynamics 365 Customer Service
Entitlements and Service Level Agreements
- Lesson: Entitlements
- Lesson: Service Level Agreements
Knowledge Management
- Lesson: Create knowledge management solutions in Dynamics 365 Customer Service
- Lesson: Configure knowledge management article searching functionality
- Lesson: Use knowledge articles to resolve Dynamics 365 Customer Service cases
Multi-session experiences
- Lesson: Enhance agent productivity with Customer Service workspace
- Lesson: Create custom experiences for agents with the App profile manager in Customer Service
Routing
- Lesson: Examine routing options available
- Lesson: Basic routing
- Lesson: Getting Started with Unified Routing
Omnichannel for Dynamics 365 Customer Service
- Lesson: Get started with Omnichannel for Customer Service
- Lesson: Configure message channels in Omnichannel for Customer Service
- Lesson: Deploy chat widgets in Omnichannel for Customer Service
Customer Voice
- Lesson: Create a survey project with Dynamics 365 Customer Voice
- Lesson: Create surveys with Dynamics 365 Customer Voice
- Lesson: Send Dynamics 365 Customer Voice surveys
- Lesson: Automate Dynamics 365 Customer Voice surveys with Power Automate
Service Scheduling
- Lesson: Configure Customer Service scheduling
- Lesson: Schedule services with Customer Service scheduling
Analytics and Insights
- Lesson: Get started with Customer Service Insights
- Lesson: Create visualizations for Customer Service
- Lesson: Omnichannel Insights
- Lesson: Connected Customer Service
Connected Customer Service
- Lesson: Get started with Connected Customer Service for Dynamics 365 and Azure IoT
- Lesson: Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Power Platform for Customer Service
- Lesson: Create custom apps for Dynamics 365 Customer Service
- Lesson: Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
Course FAQs
Who should attend this Microsoft Dynamics 365 Customer Service Training (MB-230)?
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.
How do I access my Microsoft Exam Voucher?
Please reach out to info@industechservices.com after your course to obtain your exam voucher.
