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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
Online Training

Duration 3 days

Digital courseware
Classroom Training

Duration 3 days

Price (excl. tax)
  • Germany: 1,590.- €
  • Switzerland: CHF 840.-
  • SA Voucher: 3
    hardcoded default SA
incl. catering
Catering includes:

  • Coffee, Tea, Juice, Water, Soft drinks
  • Pastry and Sweets
  • Bread
  • Fresh fruits
  • Lunch in a nearby restaurant

* Catering information only valid for courses delivered by iTLS.


Digital courseware

Schedule

This is a FLEX course, which is delivered both virtually and in the classroom. All FLEX courses are also Instructor-led Online Trainings (ILO). Until 30.06. we offer our courses also as online trainings.
Austria

Currently no local training dates available.  For enquiries please write to info@itls.at.

FLEX & Online Training

Please see below our alternative, English language, FLEX course options.

London, City This is an English language FLEX course.
Time zone: Greenwich Mean Time (GMT)
Germany
Berlin This is an German language FLEX course.
Time zone: Central European Time (CET)
Frankfurt This is an German language FLEX course.
Time zone: Central European Summer Time (CEST)
Hamburg This is an German language FLEX course.
Time zone: Central European Summer Time (CEST)
Düsseldorf
Instructor-led Online Training:   This computer icon in the schedule indicates that this date/time will be conducted as Instructor-Led Online Training.
This is a FLEX course, which is delivered both virtually and in the classroom. All FLEX courses are also Instructor-led Online Trainings (ILO). Until 30.06. we offer our courses also as online trainings.
English
1 hour difference
Online Training Time zone: Greenwich Mean Time (GMT) 1 day
Online Training Time zone: British Summer Time (BST) 1 day
Online Training This is an English language FLEX course.
Time zone: UTC+3
Online Training This is an English language FLEX course.
Time zone: British Summer Time (BST)
Online Training This is an English language FLEX course.
Time zone: Greenwich Mean Time (GMT)
2 hours difference
Online Training This is an English language FLEX course.
Time zone: Arabia Standard Time (AST)
Online Training This is an English language FLEX course.
Time zone: Gulf Standard Time (GST)
7 hours difference
Online Training Time zone: Central Standard Time (CST)
Online Training Time zone: Central Standard Time (CST)
Online Training Time zone: Central Daylight Time (CDT)
Online Training Time zone: Central Daylight Time (CDT)
Online Training Time zone: Central Daylight Time (CDT)
Online Training Time zone: Central Daylight Time (CDT)
Online Training Time zone: Central Daylight Time (CDT)
Online Training Time zone: Central Daylight Time (CDT)
Online Training Time zone: Central Standard Time (CST)
Online Training Time zone: Central Standard Time (CST)