MB-230T01: Microsoft Dynamics 365 Customer Service

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 Get started with Dynamics 365 Customer Service

·         MODULE Managing cases with Dynamics 365 Customer Service Hub

·         MODULE Use Microsoft Dynamics 365 Customer Service queues to manage case workloads

·         MODULE Create or update records automatically in Customer Service Hub

·         MODULE Get started with unified routing for Dynamics 365 Customer Service

·         MODULE Create and manage entitlements in Microsoft Dynamics 365 Customer Service

·         MODULE Create knowledge management solutions in Dynamics 365 Customer Service

·         MODULE Use knowledge articles to resolve Dynamics 365 Customer Service cases

·         MODULE Create a survey project with Dynamics 365 Customer Voice

·         MODULE Create customer surveys with Dynamics 365 Customer Voice

·         MODULE Send Dynamics 365 Customer Voice surveys

·         MODULE Automate Dynamics 365 Customer Voice surveys with Power Automate

·         MODULE Set up Customer Service scheduling

·         MODULE Schedule services with Customer Service scheduling

·         MODULE Enhance agent productivity with Customer Service workspace

·         MODULE Create custom experiences for agents with agent experience profiles in Customer Service

·         MODULE Getting started with Omnichannel for Customer Service

·         MODULE Route and distribute work with unified routing in Dynamics 365 Customer Service

·         MODULE Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service

·         MODULE Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service

·         MODULE Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service

·         MODULE Get started with Customer Service Insights

·         MODULE Create visualizations for Dynamics 365 Customer Service

·         MODULE Get started with Connected Customer Service for Dynamics 365 and Azure IoT

·         MODULE Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT

·         MODULE Create custom apps for Dynamics 365 Customer Service

·         MODULE Integrate a Power Virtual Agents bot with Omnichannel for Customer Service

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