Microsoft Dynamics 365 Customer Service (MB-230)


Course Number: MOC-MB-230

Duration: 3 days (19.5 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

  • 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
  • Work with Omnichannel
  • Use Connected Customer Service
  • Leverage Customer Service Scheduling
  • Take advantage of Customer Service Insights
  • Use Microsoft Power Platform
  • Work with Customer Service workspaces

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

Expand All | Collapse All

Work with Cases
  • Get started with Cases
  • Managing Cases
  • Use queues to manage case workloads
  • Create or update records automatically
  • Unified routing
Work with Entitlements and Service Level Agreements
  • Create and manage entitlements
  • Create and manage service level agreements
Work with Knowledge Management
  • Create knowledge management solutions
  • Use knowledge articles to resolve cases
  • Create and manage SLAs
Create Surveys with Customer Voice
  • Create a survey project
  • Create surveys
  • Send surveys
  • Automate surveys
Schedule Services
  • Configure Customer Service Scheduling
  • Schedule services
Work with Dynamics 365 Customer Service Workspaces
  • Enhance agent productivity
  • App profile manager
Omnichannel for Dynamics 365 Customer Service
  • Getting started
  • Routing and work distribution
  • Deploy an SMS channel
  • Deploy chat widgets
  • Create smart assist solutions
Manage Analytics and Insights
  • Get started
  • Create visualizations
Connected Customer Service
  • Getting started
  • Registering and managing devices
Implement Microsoft Power Platform
  • Create custom apps
  • Integrate a Power Virtual Agents bot
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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