Microsoft Dynamics 365 Customer Service (MB-230T01)

 

Course Overview

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.

Who should attend

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.

Certifications

Prerequisites

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.

Course 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
  • Work with Connected Customer Service
  • Work with Customer Service Scheduling
  • Work with Customer Service Insights

Course Content

Module 1: Customer Service Overview

In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.

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

After completing this module, students will be able to:

  • Install and configure the customer service application.
  • Identify common customer service scenarios.
Module 2: Case Management

In this module you will learn how to open and resolve customer service cases, both manually and with automation.

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

After completing this module, you will be able to:

  • Open and resolve customer service cases.
  • Automate case creation and routing.
Module 3: Service Level Agreements and Entitlements

In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.

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

After completing this module, you will be able to:

  • Create and use service level agreements.
  • Create and use entitlements.
Module 4: Knowledge Management

In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.

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

After completing this module, you will be able to:

  • Create and manage knowledge content.
Module 5: Omnichannel

In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.

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

In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service

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

In this module, you will learn how to use Dynamics 365 Connected Customer Service to take data and help execute actual business actions on the data.

Lessons
  • Lesson 1: Getting started with Connected Customer Service
  • Lesson 2: Registering devices
  • Lesson 3: Device management and interaction
  • Lesson 4: IoT alerts and sending commands
Module 8: Customer Service Insights

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

Lessons
  • Lesson 1: Get started with Customer Service Insights
  • Lesson 2: Work with Customer Service call insights
Entrenamiento en línea

Duración 3 días

Classroom training

Duración 3 días

Calendario

Español
Zona Horaria Hora central europea de verano
Entrenamiento en línea
4 horas de diferencia
Entrenamiento en línea Zona Horaria: UTC-3 1 día
Entrenamiento en línea Zona Horaria: UTC-3 1 día
5 horas de diferencia
Entrenamiento en línea Zona Horaria: UTC-3 1 día
Entrenamiento en línea Zona Horaria: UTC-3 1 día
Entrenamiento en línea Zona Horaria: UTC-3 1 día
Entrenamiento en línea Zona Horaria: UTC-3 1 día
6 horas de diferencia
Entrenamiento en línea Zona Horaria: UTC-4 1 día
Entrenamiento en línea Zona Horaria: UTC-4 1 día
Entrenamiento en línea Zona Horaria: UTC-5 1 día
Entrenamiento en línea Zona Horaria: UTC-5 1 día
Entrenamiento en línea Zona Horaria: Eastern Standard Time (EST) 1 día
7 horas de diferencia
Entrenamiento en línea Zona Horaria: UTC-5 1 día
Entrenamiento en línea Zona Horaria: UTC-5 1 día
Entrenamiento en línea Zona Horaria: Eastern Standard Time (EST) 1 día
Entrenamiento en línea Zona Horaria: Central Daylight Time (CDT) 1 día
Entrenamiento en línea Zona Horaria: UTC-5 1 día
Entrenamiento en línea Zona Horaria: UTC-5 1 día
Entrenamiento en línea Zona Horaria: Eastern Standard Time (EST) 1 día
Entrenamiento en línea Zona Horaria: Central Daylight Time (CDT) 1 día
8 horas de diferencia
Entrenamiento en línea Zona Horaria: Central Standard Time (CST) 1 día
Entrenamiento en línea Zona Horaria: Central Standard Time (CST) 1 día
Entrenamiento en línea Zona Horaria: Central Standard Time (CST) 1 día
Guaranteed date:   Fast Lane llevará a cabo todos los cursos garantizados sin importar el número de participantes, excepto por razones de fuerza mayor u otros eventos inesperados, como e.g. accidentes o enfermedad del instructor, que eviten que el curso se realice.
Instructor-led Online Training:   Este es un curso en línea Guiado por un Instructor
Este es un curso FLEX, que es entregado tanto virtualmente como en el salón de clase.
España
Madrid
FLEX & Online Training

Por favor, vea a continuación nuestra alternativa, el idioma inglés, la opción de curso FLEX.

Londres, Ciudad Curso FLEX. Lenguaje: Inglés
Zona Horaria: Greenwich Mean Time (GMT)
Este es un curso FLEX, que es entregado tanto virtualmente como en el salón de clase.