Exam MB-230T01: Microsoft Dynamics 365 Customer Service Training Certification Course

Download Course Contents

Microsoft Dynamics 365 Customer Service 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
  • 1. Do you have limited Window for training?
  • 2. Can you only spend 4-hours per day?
  • 3. Do you want to start training immediately?
  • If your answer is yes to any one of the above, you need 1-on-1- Training
The 1-on-1 Advantage
Methodology
Flexible Dates
4-Hour Sessions
  • View video
  • The course will be free if we are not able to start within 7 days of booking.
  • Only applicable for courses on which this logo appears.

Your will learn:

Module 1: Cases management
  • Customer service overview: Get started with Dynamics 365 Customer Service
  • Managing cases: Managing cases with Dynamics 365 Customer Servic
  • Queues: Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
  • Record creation rules: Create or update records automatically in Customer Service Hub
  • Unified Routing: Unified Routing in Dynamics 365 Customer Service
  • Entitlements: Create and manage entitlements in Microsoft Dynamics 365 Customer Service
  • SLAs: Manage Service Level Agreements with Dynamics 365 Customer Service
  • Create knowledge management solutions in Dynamics 365 Customer Service
  • Use knowledge articles to resolve Dynamics 365 Customer Service cases
  • Create a survey project with Dynamics 365 Customer Voice
  • Create surveys with Dynamics 365 Customer Voice
  • Send Dynamics 365 Customer Voice surveys
  • Automate Dynamics 365 Customer Voice surveys with Power Automate
  • Configuring Customer Service scheduling
  • Schedule services with Customer Service scheduling
  • Use module Enhance agent productivity with Customer Service workspace
  • Create custom experiences for agents with the App profile manager in Customer Service
  • Getting started with Omnichannel for Customer Service
  • Routing and work distribution in Omnichannel for Dynamics 365 Customer Service
  • Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
  • Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
  • Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
  • Get started with Customer Service Insights
  • Create visualizations for Customer Service
  • Omnichannel Insights
  • Get started with Connected Customer Service for Dynamics 365 and Azure IoT
  • Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
  • Create custom apps for Dynamics 365 Customer Service
  • Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
Live Online Training (Duration : 24 Hours)
Group Training 1300 Per Participant Incl. Official Courseware
06 - 08 Jun 09:00 AM - 05:00 PM CST
(8 Hours/Day)
04 - 06 Jul 09:00 AM - 05:00 PM CST
(8 Hours/Day)
1-on-1 Training 2600 1500 + If you accept merging of other students. Incl. Official Courseware
4 Hours
8 Hours
Week Days
Weekend

Start Time : At any time

12 AM
12 PM

1-On-1 Training is Guaranteed to Run (GTR)
Classroom Training (Available: London, Dubai, India, Sydney, Vancouver)
Duration : On Request
Fee : On Request
On Request
Classroom Training is available. Enquire for the fee Click
Ultra-Fast Track

If you can't spare 24 hours. We can offer you an Ultra-Fast Track for 12 hours for only USD 1,200

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

Student Feedback  (Check Koenig Feedback on Trustpilot)

Q1 Say something about the Trainer? Q2 How is Koenig different from other training Companies? Q3 Will you come back to Koenig for training ?

Student Name Country Month Feedback Rating
Tony Williams United States Aug-2020 A2. The quality of the trainer sets Koenig apart. Ridhima is a top-notch trainer.

Request More Information

Add Name and Email Address of participant (If different from you)

FAQ's


Yes, fee excludes local taxes.
The Fee includes:
  • Official courseware
  • Testing Via Qubits
  • Remote Labs
Yes, Koenig Solutions is a Microsoft Learning Partner