MB-230: Dynamics 365 for Customer Service

MB-230: Microsoft Dynamics 365 for Customer Service

Audience

This course is for those who want to learn about implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.

Prerequisites

Before attending this course, students must have:

  • Familiarity of business applications and the desire to customize and implement them for your business

Duration

1 day.

Course Objectives

Microsoft Dynamics 365 for 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.

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
  • Analyse customer service data
  • Automate case management record processing
  • Create and use knowledge articles
  • Create and use entitlements and service level agreements

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 summary
After completing this module, you will be able to:
Install and configure the customer service application
Identify common customer service scenarios

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 summary
After completing this module, you will be able to:
Open and resolve customer service cases
Automate case creation and routing

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 summary
After completing this module, you will be able to:
Create and use service level agreements
Create and use entitlements

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 summary
After completing this module, you will be able to:
Create and manage knowledge content

Virtual Courses

ALL of our courses can be delivered virtually! Our Bath public schedule courses are available as live virtual sessions, using the popular Zoom Virtual Classroom and remote labs. Delegates can test their access at: www.zoom.us/test

Public Courses

There are no upcoming events

On-Site Courses

Can't attend one of our public classes? Booking for multiple people?

All our courses are available on your site! Delivered for your staff, at your premises.

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