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.
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.
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.
From our state-of-the-art classrooms to telepresence to your offices, our instructor-led training caters to your needs.
Track Record
30 years driving innovative, award-winning learning solutions
More Courses, More Often
When you train with DDLS you get more courses, more often, in more locations and from more vendors.
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.
Train Anywhere
From our state-of-the-art classrooms to telepresence to your offices, our instructor-led training caters to your needs.
Track Record
30 years driving innovative, award-winning learning solutions
More Courses, More Often
When you train with DDLS you get more courses, more often, in more locations and from more vendors.
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.
Train Anywhere
From our state-of-the-art classrooms to telepresence to your offices, our instructor-led training caters to your needs.
Track Record
30 years driving innovative, award-winning learning solutions
More Courses, More Often
When you train with DDLS you get more courses, more often, in more locations and from more vendors.
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 U LEARN (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.
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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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