MB-230: Microsoft Dynamics 365 Customer Service

MB-230: Microsoft Dynamics 365 Customer Service

Course Overview

MB-230: Microsoft Dynamics 365 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 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.

Dynamics 365 Customer Service Delivery Methods

  • In-Person
  • Online

Dynamics 365 Customer Service Course Benefits

  • 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 & entitlements and service level agreements
  • Work with Omnichannel, Connected Customer Service, and Microsoft Power Platform
  • Work with Customer Service Scheduling, Insights, and workspaces
  • Continue learning and face new challenges with after-course one-on-one instructor coaching

Pre-requisites

This course is designed for 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.

Why Should I choose Lara Online Training?

  • Laraonlinetraining provide very in-depth course material with real time scenarios for each topic with its Solutions for MB-230: Microsoft Dynamics 365 Customer Service training.
  • We also provide production case studies during the training.
  • Schedule the sessions based upon your comfort by our Highly Qualified Trainers and Real-time Experts.
  • Get the Class recordings, immediately after the session for further Reference.
  • Avail flexibility with Normal Track, Fast Track, and Weekend Batches also for MB-230: Microsoft Dynamics 365 Customer Service Training.
  • Cost Effective and Flexible Payment Schemes.
  • 100% Placement assistance
  • We provide Assessment and Mock Interviews

Module 1: Customer Service Overview

1
Lesson 1: Create case records
2
Lesson 2: Related service apps
3
Lesson 3: Analytics for service
4
Lesson 4: AI for service
5
Lesson 5: Configuring customer services

Module 2: Case Management

1
Lesson 1: Case management overview
2
Lesson 2: Creating case records
3
Lesson 3: Queue management
4
Lesson 4: Case routing
5
Lesson 5: Resolving case

Module 3: Service Level Agreements and Entitlements

1
Lesson 1: SLA and entitlement overview
2
Lesson 2: Create and manage entitlements
3
Lesson 3: Create and manage SLAs

Module 4: Knowledge Management

1
Lesson 1: Knowledge management overview
2
Lesson 2: Authoring and organizing
3
Lesson 3: Use knowledge content
4
Lesson 4: Manage knowledge content

Module 5: Omnichannel

1
Lesson 1: Get Started
2
Lesson 2: Entity record routing
3
Lesson 3: Routing and work distribution
4
Lesson 4: Configure message channels
5
Lesson 5: Deploy chat widgets
6
Lesson 6: Create smart assist solutions
7
Lesson 7: Integrate a Power Virtual Agents botLesson 8: Productivity tools

Module 6: Customer Service Scheduling

1
Lesson 1: Getting Started with Customer Service Scheduling
2
Lesson 2: Configure Customer Service Scheduling
3
Lesson 3: Defining and working with bookable resources
4
Lesson 4: Working with services
5
Lesson 5: Working with fulfillment preferences
6
Lesson 6: Scheduling service activities
7
Lesson 7: Rescheduling service activities and substituting resources

Module 7: Connected Customer Service

1
Lesson 1: Getting started with Connected Customer Service
2
Lesson 2: Registering devices
3
Lesson 3: Device management and interaction
4
Lesson 4: IoT alerts and sending commands

Module 8: Customer Service Insights

1
Lesson 1: Get started with Customer Service Insights
2
Lesson 2: Work with Customer Service call insights

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Enrolled: 21213 students
Duration: 30hrs
Lectures: 37
Level: Beginner

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    MB-230: Microsoft Dynamics 365 Customer Service
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