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

  • Get started with Dynamics 365 Customer Service
  • Managing cases with Dynamics 365 Customer Service Hub
  • Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
  • Create or update records automatically in Customer Service Hub
  • Get started with unified routing for Dynamics 365 Customer Service
  • Create and manage entitlements in Microsoft 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 customer surveys with Dynamics 365 Customer Voice
  • Send Dynamics 365 Customer Voice surveys
  • Automate Dynamics 365 Customer Voice surveys with Power Automate
  • Set up Customer Service scheduling
  • Schedule services with Customer Service scheduling
  • 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
  • Route and distribute work with unified routing in Dynamics 365 Customer Service
  • Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
  • Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
  • Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
  • Get started with Customer Service Insights
  • Create visualizations for Dynamics 365 Customer Service
  • 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

ceny & Delivery methods

Online training
Modality: L

Trwa 4 dni

Classroom training
Modality: C

Trwa 4 dni

harmonogram

Angielski

Time zone: Central European Time (CET)   ±1 Godzinę

Online training 3 dni This is a FLEX course. Time zone: Central European Time (CET)
Online training Time zone: Greenwich Mean Time (GMT)
Online training 3 dni This is a FLEX course. Time zone: Eastern European Summer Time (EEST)
Online training This is a FLEX course. Time zone: British Summer Time (BST)
Online training 3 dni This is a FLEX course. Time zone: Central European Summer Time (CEST)
Online training 3 dni This is a FLEX course. Time zone: Central European Summer Time (CEST)

2 hours difference

Online training This is a FLEX course. Time zone: Gulf Standard Time (GST)
Online training This is a FLEX course. Time zone: Gulf Standard Time (GST)

6 hours difference

Online training 3 dni Time zone: Eastern Daylight Time (EDT)
Online training 3 dni Time zone: Eastern Daylight Time (EDT)
Online training 3 dni Time zone: Eastern Daylight Time (EDT)
Online training 3 dni Time zone: Eastern Daylight Time (EDT)

7 hours difference

Online training 3 dni Time zone: Central Standard Time (CST)
Online training 3 dni Time zone: Central Standard Time (CST)
Online training 3 dni Time zone: Central Daylight Time (CDT)
Online training 3 dni Time zone: Central Daylight Time (CDT)
Online training 3 dni Time zone: Central Daylight Time (CDT)
Online training 3 dni Time zone: Central Daylight Time (CDT)
Online training 3 dni Time zone: Central Standard Time (CST)
Online training 3 dni Time zone: Central Standard Time (CST)

8 hours difference

Online training 3 dni Time zone: Pacific Daylight Time (PDT)
Online training 3 dni Time zone: Pacific Daylight Time (PDT)

9 hours difference

Online training 3 dni Time zone: Pacific Daylight Time (PDT)
Online training 3 dni Time zone: Pacific Daylight Time (PDT)
Szkolenie Zdalne:   To jest kurs zdalny prowadzony przez instruktora
This is a FLEX course, which is delivered both virtually and in the classroom.

Europa

Niemcy

Online training This is an Niemiecki language FLEX course.   Time zone: Europe/Berlin Enroll
Online training This is an Niemiecki language FLEX course.   Time zone: Europe/Berlin Enroll
Online training This is an Niemiecki language FLEX course.   Time zone: Europe/Berlin Enroll
Online training This is an Niemiecki language FLEX course.   Time zone: Europe/Berlin Enroll
Online training This is an Niemiecki language FLEX course.   Time zone: Europe/Berlin Enroll
Online training This is an Niemiecki language FLEX course.   Time zone: Europe/Berlin Enroll

Rumunia

Online training This is an Angielski language FLEX course.   Time zone: Europe/Bucharest 3 dni Język szkolenia: Angielski Enroll

Slovakia

Online training This is an Angielski language FLEX course.   Time zone: Europe/Bratislava 3 dni Enroll

Szwajcaria

Online training This is an Niemiecki language FLEX course.   Time zone: Europe/Zurich Enroll
Basel Enroll
Bern Enroll
Online training This is an Niemiecki language FLEX course.   Time zone: Europe/Zurich Enroll
Basel Enroll
Bern Enroll
Online training This is an Niemiecki language FLEX course.   Time zone: Europe/Zurich Enroll
Basel Enroll
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Słowenia

Online training This is an Angielski language FLEX course.   Time zone: Europe/Ljubljana 3 dni Język szkolenia: Angielski Enroll

Wielka Brytania

Online training This is an Angielski language FLEX course.   Time zone: Europe/London Enroll

Węgry

Online training This is an Angielski language FLEX course.   Time zone: Europe/Budapest 3 dni Język szkolenia: Angielski Enroll
This is a FLEX course, which is delivered both virtually and in the classroom.