We provide course about MB-230: Microsoft Dynamics 365 for Customer Service in english. Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success.
Content:
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.
Course outline:
Module 1 - Work with Cases:
• 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
Module 2 - Work with entitlements and service level agreements:
• Lesson 1: Create and manage entitlements
• Lesson 2: Create and manage service level agreements
Module 3 - Work with knowledge management:
• Lesson 1: Create knowledge management solutions
• Lesson 2: Use knowledge articles to resolve cases
• Lesson 3: Create and manage SLAs
Module 4 - Create surveys with Customer Voice:
• Lesson 1: Create a survey project
• Lesson 2: Create surveys
• Lesson 3: Send surveys
• Lesson 4: Automate surveys
Module 5 - Schedule services:
• Lesson 1: Configure Customer Service Scheduling
• Lesson 2: Schedule services
Module 6 - Work with Dynamics 365 Customer Service workspaces:
• Lesson 1: Enhance agent productivity
• Lesson 2: App profile manager
Module 7 - 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
Module 8 - Manage analytics and insights:
• Lesson 1: Get started
• Lesson 2: Create visualizations
Module 9 - Connected Customer Service:
• Lesson 1: Getting started
• Lesson 2: Registering and managing devices
Module 10 - Implement Microsoft Power Platform:
• Lesson 1: Create custom apps
• Lesson 2: Integrate a Power Virtual Agents bot
Course goals:
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
Target audience:
This course is relevant for Functional Consultants. 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.
Prerequisites:
• A working knowledge of how to use earlier versions of Microsoft Dynamics CRM
• Basic experience using Windows applications
• Knowledge of basic sales, marketing and customer service roles in a business
• Some knowledge of common Microsoft Dynamics CRM record types is preferred
Language:
• English course documentation, english or norwegian speaking instructor
Certification:
This course is recommended preparation for exam MB-230. Exam MB-230 leads (together with exam MB-200) to the certification Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate.