MB-230 - Dynamics 365 for customer engagement for 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.
Level
Designed for participants with basic knowledge and experience
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.
Course content
Module 1: Customer Service Overview
In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.
Lessons
Create case records
Related service apps
Analytics for service
AI for service
Configuring customer service
Module 2: Case Management
In this module you will learn how to open and resolve customer service cases, both manually and with automation.
Lessons
Case management overview
Creating case records
Queue management
Case routing
Resolving cases
Module 3: Service Level Agreements and Entitlements
In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.
Lessons
SLA and entitlement overview
Create and manage entitlements
Create and manage SLAs
Module 4: Knowledge Management
In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.
Lessons
Knowledge management overview
Authoring and organizing
Use knowledge content
Manage knowledge content
Module 5: Omnichannel
In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.
Lessons
Get Started
Entity record routing
Routing and work distribution
Configure message channels
Deploy chat widgets
Create smart assist solutions
Integrate a Power Virtual Agents bot
Productivity tools
Module 6: Customer Service Scheduling
In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service
Lessons
Getting Started with Customer Service Scheduling
Configure Customer Service Scheduling
Defining and working with bookable resources
Working with services
Working with fulfillment preferences
Scheduling service activities
Rescheduling service activities and substituting resources
Module 7: Connected Customer Service
In this module, you will learn how to use Dynamics 365 Connected Customer Service to take data and help execute actual business actions on the data.
Lessons
Getting started with Connected Customer Service
Registering devices
Device management and interaction
IoT alerts and sending commands
Module 8: Customer Service Insights
In this module, you will learn how to work with Customer Service Insights to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
Lessons
Get started with Customer Service Insights
Work with Customer Service call insights
Materials
Materials are in electronic form.
Objectives
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
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