MB-230T01: Microsoft Dynamics 365 Customer Service Course Overview

To ensure a successful learning experience in the MB-230T01: Microsoft Dynamics 365 Customer Service course, the following prerequisites are recommended:

• Basic understanding of Microsoft Windows operating systems and its core functionality.
• Familiarity with basic concepts of customer relationship management (CRM) and the Microsoft Dynamics 365 platform.
• Experience with using Microsoft Dynamics 365 for Sales or Customer Service, or a similar CRM platform, is beneficial but not mandatory.
• General knowledge of common customer service principles and practices.
• An understanding of basic business processes and practices related to customer service operations.
• Comfortable using Microsoft Office products, particularly Microsoft Excel and Outlook.
• Basic knowledge of common data analysis and visualization concepts is helpful for the analytics modules.

Please note that while these prerequisites will help you grasp the course content more effectively, motivated learners with less experience are also welcome to participate and grow their skills through the training.

Target Audience for MB-230T01: Microsoft Dynamics 365 Customer Service

The MB-230T01 course empowers professionals to optimize customer service capabilities using Dynamics 365, ideal for those in service-focused roles.

• Customer Service Managers
• Dynamics 365 Administrators
• Customer Service Representatives (CSRs)
• IT Professionals responsible for customer service solutions
• Customer Experience Managers
• Business Analysts
• CRM System Implementers
• Technical Support Personnel
• Service Desk Professionals
• Operations Managers overseeing service functions
• Sales Professionals seeking to understand service capabilities
• Marketing Professionals aiming for integrated customer insights
• Customer Success Specialists
• Service Strategy Analysts
• Dynamics 365 Consultants and Trainers
• Help Desk Technicians
• Anyone involved in configuring, managing, or improving a customer service system

Learning Objectives - What you will Learn in this MB-230T01: Microsoft Dynamics 365 Customer Service?

Introduction to Learning Outcomes and Concepts:

This course provides in-depth training on Microsoft Dynamics 365 Customer Service, focusing on configuring service capabilities, managing cases, implementing service levels, knowledge management, and leveraging insights for service improvement.

Learning Objectives and Outcomes:

• Understand the core concepts and functionalities of Dynamics 365 Customer Service to enhance customer satisfaction.
• Configure and use case management to effectively track and resolve customer issues.
• Implement and manage queues to organize, prioritize, and monitor workload.
• Define and enforce service level agreements (SLAs) and entitlements to adhere to service standards.
• Utilize Dynamics 365 Customer Service workspace to optimize agent productivity and customer interactions.
• Create and manage knowledge articles to provide consistent and accurate information to customers.
• Set up and leverage Omnichannel for Customer Service to provide seamless support across various communication channels.
• Integrate Customer Voice for capturing, analyzing, and acting on customer feedback through surveys.
• Schedule and manage service activities efficiently to improve resource utilization and customer satisfaction.
• Analyze service-related data using Customer Service Insights to identify trends and areas for improvement.