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United States 
United States
Dynamics 365
$575
MB-230T01: Dynamics 365 for Customer Engagement for Customer Service Training is developed to help companies and organizations achieve customer success. It teaches how to set-up and configure the customer service application and recognize general customer service situations. This technical course also helps in gaining a better understanding of various tools, such as queue management and automatic case creation. It guides through the building and utilizing knowledge articles and finishing a case resolution process. This training program is very comprehensive, which makes it ideal for individuals who are preparing for Exam MB-230: Dynamics 365 for Customer Service. By the end of this technical course, professionals will be able to automate case management record processing, assess customer service insights, and build and utilize service level agreements.
This training is designed based on the objectives of the course variant MB-230T01-A.
This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 workload administrator certification paths.
This training is aimed at professionals who want to become Dynamics 365 Customer Engagement Functional Consultants. A functional consultant is responsible for configuring applications and solutions, determining, and translating requirements, discovering, engaging stakeholders and subject matter experts. They are also responsible for implementing a suitable solution using service and application integrations, codeless extensibility, and unique capabilities.
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Resources are included for a comprehensive learning experience.
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.
After completing this module, students will be able to:
In this module you will learn how to open and resolve customer service cases, both manually and with automation.
After completing this module, you will be able to:
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.
After completing this module, you will be able to:
In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.
After completing this module, you will be able to:
In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.
In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 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.
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.
I'm really impressed with the storytelling skills of the instructor. She makes the session exciting by keeping things simple and easy to understand.
Texas
I was recommended the ITIL 4 Foundation course by an IT professional who had completed the same course at Microtek Learning. The training gave me a thorough understanding of service management that I felt I could take back to my job as an IT Project Management and apply it to improve the value of products and services.
Texas
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I was sceptical at first whether to enrol with Microtek Learning or not, however, I am glad that I did- I got everything that was promised (maybe more). The trainer was very patient and knowledgeable and with his effort and mine, I was able to clear the exam with ease! Keep up the good work everyone.
MARTIN
TORONTO, CANADA