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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.

Cursos relacionados

Destinatários

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.

Pré-requisitos

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

Objetivos

You will learn to:

  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process

Programa

  • Work with Cases
  • Work with entitlements and service level agreements
  • Work with knowledge management
  • Create surveys with Customer Voice
  • Schedule services
  • Work with Dynamics 365 Customer Service workspaces
  • Omnichannel for Dynamics 365 Customer Service
  • Manage analytics and insights
  • Connected Customer Service
  • Implement Microsoft Power Platform

 

Work with Cases

In this module you will learn about working with Cases in Dynamics 365 Customer Service.

Lessons

  • Get started with Cases
  • Managing Cases
  • Use queues to manage case workloads
  • Create or update records automatically
  • Unified routing

Work with entitlements and service level agreements

In this module you will learn how to create and manage entitlements and service level agreements

Lessons

  • Create and manage entitlements
  • Create and manage service level agreements

Work with knowledge management

In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases

Lessons

  • Create knowledge management solutions
  • Use knowledge articles to resolve cases
  • Create and manage SLAs

Create surveys with Customer Voice

In this module you will learn how to engage with customers using Dynamics 365 Customer Voice

Lessons

  • Create a survey project
  • Create surveys
  • Send surveys
  • Automate surveys

Schedule services

In this module, you will learn how to schedule services and resources using Customer Service Scheduling

Lessons

  • Configure Customer Service Scheduling
  • Schedule services

Work with Dynamics 365 Customer Service workspaces

In this module, you will learn how to use Customer Service workspaces

Lessons

  • Enhance agent productivity
  • App profile manager

Omnichannel for Dynamics 365 Customer Service

In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service

Lessons

  • Getting started
  • Routing and work distribution
  • Deploy an SMS channel
  • Deploy chat widgets
  • Create smart assist solutions

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.

Lessons

  • Lesson 1: Get started
  • Lesson 2: Create visualizations

Connected Customer Service

In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios

Lessons

  • Getting started
  • Registering and managing devices

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

Lessons

  • Create custom apps
  • Integrate a Power Virtual Agents bot

MB-230: Microsoft Dynamics 365 Customer Service

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