MB-230T01: Dynamics 365 for Customer Engagement for Customer Service Training

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.

• Installing and configuring the customer service app
• Identifying common customer service scenarios
• Completing a case resolution process
• Analyzing customer service data
• Automating case management record processing
• Creating and using knowledge articles
• Creating and using service level agreements and entitlements

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.

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.

• 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.

• Create case records
• Related service apps
• Analytics for service
• AI for service
• Configuring customer service

After completing this module, students will be able to:

• Install and configure the customer service application.
• Identify common customer service scenarios.
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2. Case Management
In this module you will learn how to open and resolve customer service cases, both manually and with automation.
Case management overview
Creating case records
Queue management
Case routing
Resolving cases
After completing this module, you will be able to:
Open and resolve customer service cases.
Automate case creation and routing.
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.
SLA and entitlement overview
Create and manage entitlements
Create and manage SLAs
After completing this module, you will be able to:
Create and use service level agreements.
Create and use entitlements.
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.
Knowledge management overview
Authoring and organizing
Use knowledge content
Manage knowledge content
After completing this module, you will be able to:
Create and manage knowledge content.
5. Omnichannel
In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.
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Entity record routing
Routing and work distribution
Configure message channels
Deploy chat widgets
Create smart assist solutions
Integrate a Power Virtual Agents bot
Productivity tools
6. Customer Service Scheduling
In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service
Getting Started with Customer Service Scheduling
Configure Customer Service Scheduling
Defining and working with bookable resources
Working with services
Working with fulfillment preferences
Scheduling service activities
Rescheduling service activities and substituting resources
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.
Getting started with Connected Customer Service
Registering devices
Device management and interaction
IoT alerts and sending commands
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.
Get started with Customer Service Insights
Work with Customer Service call insights