Microsoft MB-230T01 - Dynamics 365 for Customer Engagement for Customer Service

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DDLS - Microsoft MB-230T01 – Dynamics 365 for Customer Engagement for Customer Service

Length

1 day

Price

$990.00 inc GST

Version

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Overview

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.

Join the team of globally recognized 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 Topics

Detailed Info

Customer Service Overview
Case Management
Service Level Agreements and Entitlements
Knowledge Management

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Skills Gained

Key Topics

Target Audience

Prerequisites

Skills Gained

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

Key Topics

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

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

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

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

Target Audience

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.

Prerequisites

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.

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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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