Microsoft Dynamics 365 Customer Service/MB-230

Microsoft Dynamics 365 Customer Service Certification Training Course Overview

The Dynamics 365 Customer Engagement for Service training and certification course will give you a detailed overview of performing configuration, manage cases, manage queues, entitlements, and SLAs and configure voice of the customer. This course is the part of Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate certification.

Who should do Dynamics 365 Customer Engagement for Service training?

  • Dynamics 365 Customer Engagement functional consultants
This course prepares you for Exam MB-230. Test your current knowledge Qubits42

Microsoft Dynamics 365 Customer Service (24 Hours) Download Course Contents

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Group Training 1300
02 - 04 Aug 09:00 AM - 05:00 PM CST
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06 - 08 Sep 09:00 AM - 05:00 PM CST
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Course Modules

Module 1: Customer Service Overview
  • Customer Service overview
  • Related service apps
  • Configuring Customer Service
  • Surveys with Forms Pro
  • Analytics and insights
Module 1: Customer Service Overview
  • Customer Service overview
  • Related service apps
  • Configuring Customer Service
  • Surveys with Forms Pro
  • Analytics and insights
Module 2: Case Management
  • Case management overview
  • Creating case records
  • Queue management
  • Case routin
  • Resolving cases
Module 2: Case Management
  • Case management overview
  • Creating case records
  • Queue management
  • Case routing
  • Resolving cases
Module 3: Service Level Management
  • SLA and entitlement overview
  • Create and manage entitlements
  • Create and manage SLAs
Module 3: Service Level Management
  • SLA and entitlement overview
  • Create and manage entitlements
  • Create and manage SLAs
Module 4: Knowledge Management
  • Knowledge management overview
  • Authoring and organizing
  • Use knowledge content
  • Manage knowledge content
Module 4: Knowledge Management
  • Knowledge management overview
  • Authoring and organizing
  • Use knowledge content
  • Manage knowledge content
Module 5: Omnichannel for Dynamics 365 Customer Service
  • Getting started with Omnichannel for Customer Service
  • Entity record routing with Omnichannel for Dynamics 365 Customer Service
  • Routing and work distribution in Omnichannel for D365 CS
  • Configure message channels in Omnichannel for Dynamics 365 Customer Service
  • Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
  • Create smart assist solutions
  • Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
  • Get started with Dynamics 365 Productivity Tools
Module 5: Omnichannel for Dynamics 365 Customer Service
  • Getting started with Omnichannel for Customer Service
  • Entity record routing with Omnichannel for Dynamics 365 Customer Service
  • Routing and work distribution in Omnichannel for D365 CS
  • Configure message channels in Omnichannel for Dynamics 365 Customer Service
  • Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
  • Create smart assist solutions
  • Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
  • Get started with Dynamics 365 Productivity Tools
Module 6: Customer Service Scheduling
  • Getting started with Customer Service scheduling
  • Configuring Customer Service Scheduling
  • Defining and Working with Bookable Resources
  • Working with services
  • Working with Fulfillment Preferences
  • Scheduling Service Activities
  • Rescheduling service activities and substituting resources
Module 6: Customer Service Scheduling
  • Getting started with Customer Service scheduling
  • Configuring Customer Service Scheduling
  • Defining and Working with Bookable Resources
  • Working with services
  • Working with Fulfillment Preferences
  • Scheduling Service Activities
  • Rescheduling service activities and substituting resources
Module 7: Connected Customer Service
  • Getting started with Connected Customer Service
  • Registering Devices
  • Device Management and Interaction
  • IoT Alerts & Sending Commands
Module 7: Connected Customer Service
  • Getting started with Connected Customer Service
  • Registering Devices
  • Device Management and Interaction
  • IoT Alerts & Sending Commands
Module 8: Customer Service Insights
  • Get started with Customer Service Insights
  • Work with Customer Service call insights
  • Labs for all modules are available on:
Module 8: Customer Service Insights
  • Get started with Customer Service Insights
  • Work with Customer Service call insights
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Course 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.

 

On completion of this training, you will know:

  • Customer Service Overview
  • Case Management
  • Service Level Management
  • Knowledge Management

FAQ's