MB-230: Microsoft Dynamics 365 Customer Service

$1,750.00

Duration: 3 Days
Mode of Delivery: Online -Instructor-led training
Job role: Functional Consultant
Preparation for exam: MB-230
Cost: USD$1,750.00

A functional consultant responsible for configuring and implementing Dynamics 365 solutions for customers, you can use this certification to shine a light on your skills and to help advance your career. A Dynamics 365 Customer Service functional consultant implements omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction. As a functional consultant, you know how to work with project managers, developers, and solution architects. You need a minimum of one to three years of experience as a functional consultant implementing Dynamics 365. 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 to it where you can have a greater impact, directly with your customers.

Audience

A Microsoft Dynamics 365 Customer Service functional consultant is responsible for implementing omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction.

Prerequisites

Before attending this course, students must have:
• Core Microsoft Dynamics 365 skills
• General understanding of Customer Service principles
• A strong applied knowledge of customer service, including an understanding of industry terminology, priorities, standards, methodologies, customer service operations, and best practices.

 

Skills Gained

After completing this course, participants will be able to:
• Manage cases and knowledge management
• Manage queues, entitlements, and service-level agreements
• Implement scheduling
• Implement Omnichannel for Customer Service
• Manage analytics and insights
• Implement Customer Service workspaces
• Implement Microsoft Power Platform
• Implement Connected Customer Service

Course outline

Module 1: Work with Cases
In this module you will learn about working with Cases in Dynamics 365 Customer Service.
Lessons
• 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
After completing this module, students will be able to:
• 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
Lessons
• Lesson 1: Create and manage entitlements
• Lesson 2: Create and manage service level agreements
After completing this module, you will be able to:
• 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
Lessons
• Lesson 1: Create knowledge management solutions
• Lesson 2: Use knowledge articles to resolve cases
• Lesson 3: Create and manage SLAs
After completing this module, you will be able to:
• 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
Lessons
• Lesson 1: Create a survey project
• Lesson 2: Create surveys
• Lesson 3: Send surveys
• Lesson 4: Automate surveys
After completing this module, you will be able to:
• Work with Dynamics 365 Customer Voice to send surveys to customers and collect feedback

Module 5: Schedule services
In this module, you will learn how to schedule services and resources using Customer Service Scheduling
Lessons
• Lesson 1: Configure Customer Service Scheduling
• Lesson 2: Schedule services
After completing this module, you will be able to:
• 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
Lessons
• Lesson 1: Enhance agent productivity
• Lesson 2: App profile manager
After completing this module, you will be able to:
• 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
Lessons
• 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
After completing this module, you will be able to:
• 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.
Lessons
• Lesson 1: Get started
• Lesson 2: Create visualizations
After completing this module, you will be able to:
• 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
Lessons
• Lesson 1: Getting started
• Lesson 2: Registering and managing devices
After completing this module, you will be able to:
• 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
Lessons
• Lesson 1: Create custom apps
• Lesson 2: Integrate a Power Virtual Agents bot
After completing this module, you will be able to:
• Create custom apps in Microsoft Power Platform for your Customer Service solution
• Integrate a Power Virtual Agents bot

Schedule

Click on the following link to see the Current Course Schedule
Our minimum class-size is 3 for this course.
If there are no scheduled dates for this course, it can be customized to suit the time and skill needs of clients and it can be held online, at a rented location or at your premises.
Click on the following link below to arrange for a custom course: Enquire about a course date

Product Information

Dynamics 365 is a set of intelligent business applications that work together seamlessly and span marketing, services, sales, operations, finance, commerce, and human resources. Dynamics 365 combines CRM and ERP capabilities by bringing them together in a powerful set of applications and moving them to the cloud.
Dynamics 365 connects with Microsoft Power Platform and Microsoft Dataverse for insights, innovation, and connectivity between your data and your business processes. It consists of transactional applications, like Business Central, and finance and operations applications that help your organization automate processes and increase efficiency.
Finance and operations apps help businesses manage their global financial systems, operational business processes, and streamlined supply chains to empower people to make fast, informed decisions Consultants (functional and technical) gather and analyze business requirements and translate those requirements into fully realized business processes and solutions that implement industry recommended practices. They serve as a key resource in implementing and configuring apps to meet business requirements.


Dynamics 365 Supply Chain Management helps you deliver robust reporting, increase profitability through predictive business intelligence, and ensure global compliance. Dynamics 365 Supply Chain Management brings agility and efficiency to manufacturing by connecting and optimizing production planning, scheduling, operations, and cost management. It gives you real-time visibility into warehousing and transportation business processes to reduce costs, reduce delivery time, and increase accuracy.
Dynamics 365 Finance helps you redefine your traditional global financial management to monitor performance in real time, predict future outcomes, and make data-driven decisions to drive business growth. You can automate processes to increase efficiency, decrease operational expenses, and handle financial complexities.
Dynamics 365 Commerce delivers a comprehensive omnichannel solution that unifies your back-office, in-store, call center, and digital experiences. Dynamics 365 Commerce enables you to build brand loyalty through personalized customer engagements, increase revenue with improved employee productivity, and optimize operations to reduce costs and drive supply chain efficiencies, ultimately delivering better business outcomes.
Dynamics 365 Human Resources provides the workforce insights you need to build data-driven employee experiences. Dynamics 365 Human Resources can improve organizational agility, optimize programs, discover workforce insights, and transform employee experiences. Your HR team can centralize personnel data, automate processes, and enable self-service

Additional Information and FAQs

CERTFICATE OF COMPLETION: Participants will receive a certificate of completion at the end of a course. This is not an official certification for the product and/or software. Our courses do indicate the appropriate certification exam(s) that the participant can sit. Data Vision Systems does not provide certification or deliver the certification exams. Participants are responsible for arranging and paying for the certification exams on the appropriate certification body.

CANCELLATION POLICY: There is never a fee for cancelling seven business days before a class for any reason. Data Vision Systems reserves the right to cancel any course due to insufficient registration or other extenuating circumstances. Participants will be advised prior to doing so.

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