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Microsoft MB-230T01 - Microsoft Dynamics 365 Customer Service

  • Length 3 days
  • Price $2750 inc GST
  • Version A
Course overview
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Why study this course

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 the 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.

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What you’ll learn

After completing this course, students 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

  • 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


Microsoft Dynamics 365 at DDLS

DDLS is your best choice for training and certification in any of Microsoft’s leading technologies and services. We’ve been delivering effective training across all Microsoft products for over 30 years, and are proud to be Australia’s First and largest Microsoft Gold Learning Solutions Partner. All DDLS Microsoft courses follow Microsoft Official Curriculum (MOC) and are led by Microsoft Certified Trainers. Join more than 5,000 students who attend our quality Microsoft courses every year.


Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

Who is the course for?

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.

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us on 1800 853 276.


Course subjects

Module 1: Work with Cases
In this module you will learn about working with Cases in Dynamics 365 Customer Service.

Lessons

  • Get started with Cases

  • Managing Cases

  • Use queues to manage case workloads

  • Create or update records automatically

  • Unified routing

Module 2: Work with entitlements and service level agreements
In this module you will learn how to create and manage entitlements and service level agreements

Lessons

  • Create and manage entitlements

  • Create and manage service level agreements

Module 3: Work with knowledge management
In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases

Lessons

  • Create knowledge management solutions

  • Use knowledge articles to resolve cases

  • Create and manage SLAs

Module 4: Create surveys with Customer Voice
In this module you will learn how to engage with customers using Dynamics 365 Customer Voice

Lessons

  • Create a survey project

  • Create surveys

  • Send surveys

  • Automate surveys

Module 5: Schedule services
In this module, you will learn how to schedule services and resources using Customer Service Scheduling

Lessons

  • Configure Customer Service Scheduling

  • Schedule services

Module 6: Work with Dynamics 365 Customer Service workspaces
In this module, you will learn how to use Customer Service workspacesLesson

  • Enhance agent productivity

  • App profile manager

Module 7: Omnichannel for Dynamics 365 Customer Service
In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service

Lessons

  • Getting started

  • Routing and work distribution

  • Deploy an SMS channel

  • Deploy chat widgets

  • Create smart assist solutions

Module 8: Manage analytics and insights
In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.

Lessons

  • Get started

  • Create visualisations

Module 9: Connected Customer Service
In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios

Lessons

  • Getting started

  • Registering and managing devices

Module 10: Implement Microsoft Power Platform
In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution

Lessons

  • Create custom apps

  • Integrate a Power Virtual Agents bot


Prerequisites

This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.


Terms & Conditions

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.



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By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.



Offers

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