Microsoft Dynamics 365 Customer Service Training (MB-230)

Level: Intermediate

Microsoft Dynamics 365 for Customer Service offers any organisation 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 recognised 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. 
 

Key Features of this Microsoft Dynamics 365 Customer Service Training:

  • Microsoft Official Course content
  • Eligible for SATV redemption

You Will Learn How 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

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LIVE, INSTRUCTOR-LED

In Class & Live, Online Training

  • Microsoft Official Course content
  • Eligible for SATV redemption
  • Hands-on learning labs included
  • After-course instructor coaching included
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Standard £695

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PRODUCT #8556

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In Class & Live, Online Training

Important Microsoft Dynamics 365 Customer Service Training Information

  • Software/Tools

    Dynamics

  • Requirements

    This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

  • Who Should Attend This Course

    A Dynamics 365 Customer Service 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.

  • Exam Information

    MB-230: Microsoft Dynamics 365 Customer Service

Note: This course runs for 1 Day

  • 10 Feb 9:00 AM - 4:30 PM GMT London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

  • 4 May 9:00 AM - 4:30 PM BST London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

  • 2 Sep 9:00 AM - 4:30 PM BST London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

  • 18 Feb 2:00 PM - 9:30 PM GMT Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • 19 May 2:00 PM - 9:30 PM BST Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • 17 Aug 2:00 PM - 9:30 PM BST Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • 16 Nov 2:00 PM - 9:30 PM GMT Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

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Microsoft Dynamics 365 Customer Service Course Outline

  • Module 1: Customer Service Overview

    In this module students will learn the basics of customer service in Dynamics 365. Students will install and configure the application, as well as learn about security roles, related applications, and analytics.

    Lessons

    • Lesson 1: Create case records
    • Lesson 2: Related service apps
    • Lesson 3: Analytics for service
    • Lesson 4: AI for service
    • Lesson 5: Configuring customer service
    • Lesson 6: Module summary

    After completing this module, students will be able to:

    • Install and configure the customer service application
    • Identify common customer service scenarios
  • Module 2: Case Management

    In this module students will learn how to open and resolve customer service cases, both manually and with automation.

    Lessons

    • Lesson 1: Case management overview
    • Lesson 2: Creating case records
    • Lesson 3: Queue management
    • Lesson 4: Case routing
    • Lesson 5: Resolving cases
    • Lesson 6: Module summary

    After completing this module, students 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 students 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

    • Lesson 1: SLA and entitlement overview
    • Lesson 2: Create and manage entitlements
    • Lesson 3: Create and manage SLAs
    • Lesson 4: Module summary

    After completing this module, students will be able to:

    • Create and use service level agreements
    • Create and use entitlements
  • Module 4: Knowledge Management

    In this module students will learn how to create and use knowledge management. Additionally, students will learn the lifecycle of knowledge articles.

    Lessons

    • Lesson 1: Knowledge management overview
    • Lesson 2: Authoring and organising
    • Lesson 3: Use knowledge content
    • Lesson 4: Manage knowledge content
    • Lesson 5: Module summary

    After completing this module, students will be able to:

    • Create and manage knowledge content

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Microsoft Dynamics 365 Customer Service FAQs

  • Is this course part of a certification path?

    Yes, this course helps prepare you for the “Microsoft Certified: Dynamics 365 Customer Service Associate” certification.

  • What courses are included in the “Microsoft Certified: Dynamics 365 Customer Service Associate” certification path?

    MB-200 (8544) and MB-230 (8556). It is required you pass both exams to achieve certification.

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