Microsoft Dynamics 365 Customer Service (MB-230)


Course Number: MOC-MB-230

Duration: 4 days (26 hours)

Format: Live, hands-on

Microsoft Dynamics 365 Customer Service Training Overview

This Microsoft official course, MB-230: Microsoft Dynamics 365 Customer Service, teaches you how to use the automation tools available in MS Dynamics. Learn time-saving skills, including how to use automatic case creation and queue management to free up your hours to focus on what's important: interacting with your customers. This course prepares students for the MB-230 exam for which every attendee receives a voucher.

Location and Pricing

Accelebrate offers instructor-led enterprise training for groups of 3 or more online or at your site. Most Accelebrate classes can be flexibly scheduled for your group, including delivery in half-day segments across a week or set of weeks. To receive a customized proposal and price quote for private corporate training on-site or online, please contact us.

In addition, some Microsoft courses are available as live, online classes for individuals.

Objectives

  • Optimize Dynamics 365 Customer Service to improve your customer relations
  • Work with case status reason transitions, and configure custom status transitions
  • Set up Dynamics 365 tables so that they can be used with queues
  • Configure the Power Automate flow to map a contact manually
  • Create and manage user setup
  • Work with Omnichannel for Dynamics 365 Customer Service
  • Work with Connected Customer Service for Dynamics 365 and Azure IoT

Prerequisites

Students should be 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.

Outline

Get started with Dynamics 365 Customer Service
Managing cases with Dynamics 365 Customer Service Hub
Use Microsoft Dynamics 365 Customer Service queues to manage Case Workloads
Create or update records automatically in the Customer Service Hub
Get started with Unified Routing for Dynamics 365 Customer Service
Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Create knowledge management solutions in Dynamics 365 Customer Service
Use knowledge articles to resolve Dynamics 365 Customer Service cases
Create a survey project with Dynamics 365 Customer Voice
Create customer surveys with Dynamics 365 Customer Voice
Send Dynamics 365 Customer Voice surveys
Automate Dynamics 365 Customer Voice surveys with Power Automate
Set up Customer Service Scheduling
Schedule services with Customer Service Scheduling
Enhance agent productivity with Customer Service workspace
Create custom experiences for agents with the App profile manager in Customer Service
Getting started with Omnichannel for Customer Service
Route and distribute work with unified routing in Dynamics 365 Customer Service
Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
Get started with Customer Service Insights
Create visualizations for Dynamics 365 Customer Service
Get started with Connected Customer Service for Dynamics 365 and Azure IoT
Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Create custom apps for Dynamics 365 Customer Service
Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
Conclusion

Training Materials

All Microsoft Dynamics 365 Customer Service training students receive Microsoft official courseware.

For all Microsoft Official Courses taught in their entirety that have a corresponding certification exam, an exam voucher is included for each participant.

Software Requirements

Attendees will not need to install any software on their computer for this class. The class will be conducted in a remote environment that Accelebrate will provide; students will only need a local computer with a web browser and a stable Internet connection. Any recent version of Microsoft Edge, Mozilla Firefox, or Google Chrome will be fine.



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