Microsoft Dynamics 365 Customer Service Training (MB-230)

Course 8556

  • Duration: 3 days
  • Language: English
  • Level: Intermediate
Get This Course £1,695
  • Microsoft Official Course content
  • Hands-on learning labs included
  • After-course instructor coaching included
#8556
  • Jun 20 - 22 9:00 AM - 4:30 PM BST
    AnyWare
  • Aug 17 - 19 2:00 PM - 9:30 PM BST
    New York or AnyWare
  • Sep 19 - 21 9:00 AM - 4:30 PM BST
    AnyWare
  • Nov 16 - 18 2:00 PM - 9:30 PM GMT
    Herndon, VA or AnyWare
  • Dec 12 - 14 9:00 AM - 4:30 PM GMT
    AnyWare
  • Feb 22 - 24 2:00 PM - 9:30 PM GMT
    New York or AnyWare
  • Mar 13 - 15 9:00 AM - 4:30 PM GMT
    AnyWare

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.

Dynamics

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.

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.

MB-230: Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service Training (MB-230) Delivery Methods

  • Microsoft Official Course content

Microsoft Dynamics 365 Customer Service Training (MB-230) Course Benefits

  • 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
  • Work with Omnichannel
  • Work with Connected Customer Service
  • Work with Customer Service Scheduling
  • Work with Customer Service Insights

Microsoft Dynamics 365 Customer Service Course Outline

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

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

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

  • Lesson 1: SLA and entitlement overview
  • Lesson 2: Create and manage entitlements
  • Lesson 3: Create and manage SLAs
After completing this module, you will be able to:
  • Create and use service level agreements.
  • Create and use entitlements.

In this module you will learn how to create and use knowledge management. Additionally, you 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
After completing this module, you will be able to:
  • Create and manage knowledge content.
In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.

Lessons
  • Lesson 1: Get Started
  • Lesson 2: Entity record routing
  • Lesson 3: Routing and work distribution
  • Lesson 4: Configure message channels
  • Lesson 5: Deploy chat widgets
  • Lesson 6: Create smart assist solutions
  • Lesson 7: Integrate a Power Virtual Agents bot
  • Lesson 8: Productivity tools

In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service.

Lessons

  • Lesson 1: Getting Started with Customer Service Scheduling
  • Lesson 2: Configure Customer Service Scheduling
  • Lesson 3: Defining and working with bookable resources
  • Lesson 4: Working with services
  • Lesson 5: Working with fulfillment preferences
  • Lesson 6: Scheduling service activities
  • Lesson 7: Rescheduling service activities and substituting resources

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

  • Lesson 1: Getting started with Connected Customer Service
  • Lesson 2: Registering devices
  • Lesson 3: Device management and interaction
  • Lesson 4: IoT alerts and sending commands

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

  • Lesson 1: Get started with Customer Service Insights
  • Lesson 2: Work with Customer Service call insights

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Course FAQs

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

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