MB-230 Microsoft Dynamics 365 Customer Service
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.
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.
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
- Work with Omnichannel
- Work with Connected Customer Service
- Work with Customer Service Scheduling
- Work with Customer Service Insights
- Work with Microsoft Power Platform
- Work with Customer Service workspaces
Prerequisites
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
Agenda
In this module you will learn about working with Cases in Dynamics 365 Customer Service.
- Lesson 1: Get started with Cases
- Lesson 2: Managing Cases
- Lesson 3: Use queues to manage case workloads
- Lesson 4: Create or update records automatically
- Lesson 5: Unified routing
- Create and manage Cases
- Work with queues and unified routing
- Create or update records automatically
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
- Lesson 1: Create and manage entitlements
- Lesson 2: Create and manage service level agreements
- Create and manage entitlements
- Create and manage service level agreements
Module 3: Work with knowledge management
In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases
- Lesson 1: Create knowledge management solutions
- Lesson 2: Use knowledge articles to resolve cases
- Lesson 3: Create and manage SLAs
- Create and use knowledge management solutions
- Use knowledge articles to resolve cases
Module 4: Create surveys with Customer Voice
In this module you will learn how to engage with customers using Dynamics 365 Customer Voice
- Lesson 1: Create a survey project
- Lesson 2: Create surveys
- Lesson 3: Send surveys
- Lesson 4: Automate surveys
- Work with Dynamics 365 Customer Voice to send surveys to customers and collect feedback
In this module, you will learn how to schedule services and resources using Customer Service Scheduling
- Lesson 1: Configure Customer Service Scheduling
- Lesson 2: Schedule services
- Schedule services and resources using Dynamics 365 Customer Service Scheduling
Module 6: Work with Dynamics 365 Customer Service workspaces
In this module, you will learn how to use Customer Service workspaces
- Lesson 1: Enhance agent productivity
- Lesson 2: App profile manager
- Use customer service workspaces to enhance agent productivity
- Use the app profile manager
Module 7: Omnichannel for Dynamics 365 Customer Service
In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service
- Lesson 1: Getting started
- Lesson 2: Routing and work distribution
- Lesson 3: Deploy an SMS channel
- Lesson 4: Deploy chat widgets
- Lesson 5: Create smart assist solutions
- Work with Omnichannel for Dynamics 365 Customer Service
Module 8: Manage analytics and insights
In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
- Lesson 1: Get started
- Lesson 2: Create visualizations
- Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
- Create visualizations in Customer Service
Module 9: Connected Customer Service
In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios
- Lesson 1: Getting started
- Lesson 2: Registering and managing devices
- Work with Connected Customer Service
- Register and manage devices
Module 10: Implement Microsoft Power Platform
In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution
- Lesson 1: Create custom apps
- Lesson 2: Integrate a Power Virtual Agents bot
- Create custom apps in Microsoft Power Platform for your Customer Service solution
- Integrate a Power Virtual Agents bot
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