MB-230T01: Microsoft Dynamics 365 Customer Service

Course Content

MB-230T01: Microsoft Dynamics 365 Customer Service

• Lesson 1: Work with Cases

  In this lesson you will learn about working with Cases in Dynamics 365 Customer Service.

  • Lesson 1: Get started with Cases
  • Lesson 2: Managing Cases
  • Lesson 3: Use queues to manage case workloads
  • Lesson 4: Create or update records automatically
  • Lesson 5: Unified routing

  
  
  

  After completing this lesson, students will be able to:

  • Create and manage Cases
  • Work with queues and unified routing
  • Create or update records automatically
• Lesson 2: Work with entitlements and service level agreements

  In this lesson you will learn how to create and manage entitlements and service level agreements

  • Lesson 1: Create and manage entitlements
  • Lesson 2: Create and manage service level agreements

  
  
  

  After completing this lesson you will be able to:

  • Create and manage entitlements
  • Create and manage service level agreements
• Lesson 3: Work with knowledge management

  In this lesson you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases

  • Lesson 1: Create knowledge management solutions
  • Lesson 2: Use knowledge articles to resolve cases
  • Lesson 3: Create and manage SLAs

  
  
  

  After completing this lesson, students will be able to:

  • Create and use knowledge management solutions
  • Use knowledge articles to resolve cases
• Lesson 4: Create surveys with Customer Voice

  In this lesson you will learn how to engage with customers using Dynamics 365 Customer Voice.

  • Lesson 1: Create a survey project
  • Lesson 2: Create surveys
  • Lesson 3: Send surveys
  • Lesson 4: Automate surveys

  
  
  

  After completing this lesson, students will be able to:

  • Work with Dynamics 365 Customer Voice to send surveys to customers and collect feedback
• Lesson 5: Schedule services

  In this lesson, you will learn how to schedule services and resources using Customer Service Scheduling

  • Lesson 1: Configure Customer Service Scheduling
  • Lesson 2: Schedule services

  
  
  

  After completing this lesson, students will be able to:

  • Schedule services and resources using Dynamics 365 Customer Service Scheduling
• Lesson 6: Work with Dynamics 365 Customer Service workspaces

  In this lesson, you will learn how to use Customer Service workspaces

  • Lesson 1: Enhance agent productivity
  • Lesson 2: App profile manager

  
  
  

  After completing this lesson, students will be able to:

  • Use customer service workspaces to enhance agent productivity
  • Use the app profile manager
• Lesson 7: Omnichannel for Dynamics 365 Customer Service

  In this lesson, you will learn how to use Omnichannel for Dynamics 365 Customer Service

  • Lesson 1: Getting started
  • Lesson 2: Routing and work distribution
  • Lesson 3: Deploy an SMS channel
  • Lesson 4: Deploy chat widgets
  • Lesson 5: Create smart assist solutions

  
  
  

  After completing this lesson, students will be able to:

  • Work with Omnichannel for Dynamics 365 Customer Service
• Lesson 8: Manage analytics and insights

  In this lesson, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.

  • Lesson 1: Get started
  • Lesson 2: Create visualizations

  
  
  

  After completing this lesson, students will be able to:

  • Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
  • Create visualizations in Customer Service
• Lesson 9: Connected Customer Service

  In this lesson, you will learn how to use Connected Customer Service to proactively handle customer service scenarios

  • Lesson 1: Getting started
  • Lesson 2: Registering and managing devices

  
  
  

  After completing this lesson, students will be able to:

  • Work with Connected Customer Service
  • Register and manage devices
• Lesson 10: Implement Microsoft Power Platform

  In this lesson, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution

  • Lesson 1: Create custom apps
  • Lesson 2: Integrate a Power Virtual Agents bot

  
  
  

  After completing this lesson, students will be able to:

  • Create custom apps in Microsoft Power Platform for your Customer Service solution
  • Integrate a Power Virtual Agents bot

FAQs

• How do I enrol in this online training?

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Once payment is received, you will automatically receive a payment receipt and access information via email.