MB-230: Microsoft Dynamics 365 Customer Service

About this course 

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 our team of 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.

Audience profile 

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.

At course completion

You 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

Module 1: Customer Service Overview

• Create case records
• Related service apps
• Analytics for service
• AI for service
• Configuring customer service
• Module summary

Module 2: Case Management

• Case management overview
• Creating case records
• Queue management
• Case routing
• Resolving cases
• Module summary

Module 3: Service Level Agreements and Entitlements

• SLA and entitlement overview
• Create and manage entitlements
• Create and manage SLAs
• Module summary

Module 4: Knowledge Management

• Knowledge management overview
• Authoring and organizing
• Use knowledge content
• Manage knowledge content
• Module summary

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.