MB-230T01: Microsoft Dynamics 365 Customer Service

MB-220T00: Microsoft Dynamics 365 Marketing
02/15/2022
MB-240T00: Microsoft Dynamics 365 Field Service
02/15/2022
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MB-230T01: Microsoft Dynamics 365 Customer Service

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.

The duration of the program :

Classroom
Instructor Led : 24 h

Live Online
Instructor Led  : 24 h

Audience Profile

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.

Module 1: Work with Cases
In this module you will learn about working with Cases in Dynamics 365 Customer Service.

Lessons
·         Lesson 1: Get started with Cases

·         Lesson 2: Managing Cases

·         Lesson 3: Use queues to manage case workloads

·         Lesson 4: Create or update records automatically

·         Lesson 5: Unified routing

Module 2: Work with entitlements and service level agreements
In this module you will learn how to create and manage entitlements and service level agreements

Lessons
·         Lesson 1: Create and manage entitlements

·         Lesson 2: Create and manage service level agreements

Module 3: Work with knowledge management
In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases

Lessons
·         Lesson 1: Create knowledge management solutions

·         Lesson 2: Use knowledge articles to resolve cases

·         Lesson 3: Create and manage SLAs

Module 4: Create surveys with Customer Voice
In this module you will learn how to engage with customers using Dynamics 365 Customer Voice

Lessons
·         Lesson 1: Create a survey project

·         Lesson 2: Create surveys

·         Lesson 3: Send surveys

·         Lesson 4: Automate surveys

Module 5: Schedule services
In this module, you will learn how to schedule services and resources using Customer Service Scheduling

Lessons
·         Lesson 1: Configure Customer Service Scheduling

·         Lesson 2: Schedule services

Module 6: Work with Dynamics 365 Customer Service workspaces
In this module, you will learn how to use Customer Service workspaces

Lessons
·         Lesson 1: Enhance agent productivity

·         Lesson 2: App profile manager

Module 7: Omnichannel for Dynamics 365 Customer Service
In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service

Lessons
·         Lesson 1: Getting started

·         Lesson 2: Routing and work distribution

·         Lesson 3: Deploy an SMS channel

·         Lesson 4: Deploy chat widgets

·         Lesson 5: Create smart assist solutions

Module 8: Manage analytics and insights
In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.

Lessons
·         Lesson 1: Get started

·         Lesson 2: Create visualizations

Module 9: Connected Customer Service
In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios

Lessons
·         Lesson 1: Getting started

·         Lesson 2: Registering and managing devices

Module 10: Implement Microsoft Power Platform
In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution

Lessons
·         Lesson 1: Create custom apps

·         Lesson 2: Integrate a Power Virtual Agents bot

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

If you’re a functional consultant responsible for configuring and implementing Dynamics 365 solutions for customers, you can use this certification to shine a light on your skills and to help advance your career. A Dynamics 365 Customer Service functional consultant implements omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction. As a functional consultant, you know how to work with project managers, developers, and solution architects. You need a minimum of one to three years of experience as a functional consultant implementing Dynamics 365.

Required Exams : PL-200 & MB-230

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

Location Dates Time (UTC+2) Delivery Format Language
Live Online* Σε αναμονή Instructor Led Greek/English

* Σύγχρονη εξ αποστάσεως εκπαίδευση με εισηγητή -/Virtual Class




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    last update 15/2/2022 (MB-230T01)