18756 Stone Oak Park Way, Suite200, San Antonio TX 78258 USA
100 Queen St W, Brampton, ON L6X 1A4, Canada
country flagUnited States
share button

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


What MB-230T01: Dynamics 365 for Customer Engagement for Customer Service training is all about?

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.

1 SATV applicable


Schedule
  • Delivery Format:
Date: Oct 27, 2020 | 9:00 am - 5:00 pm EST
Location: Online
$575 USD
  • Delivery Format:
Date: Nov 09, 2020 | 9:00 am - 5:00 pm EST
Location: Online
$575 USD
  • Delivery Format:
Date: Dec 14, 2020 | 9:00 am - 5:00 pm EST
Location: Online
$575 USD
What are the course objectives for MB-230T01: Dynamics 365 for Customer Engagement for Customer Service training?
  • 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
Who should attend MB-230T01: Dynamics 365 for Customer Engagement for Customer Service training?

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.

What are the prerequisites for MB-230T01: Dynamics 365 for Customer Engagement for Customer Service training?

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.

What is the course outline for MB-230T01: Dynamics 365 for Customer Engagement for Customer Service training?
  • 1. Customer Service Overview
  • a). Create case records
  • b). Related service apps
  • c). Analytics for service
  • d). AI for service
  • e). Configuring customer service
  • f). Module summary
  • 2. Case Management
  • a). Case management overview
  • b). Creating case records
  • c). Queue management
  • d). Case routing
  • e). Resolving cases
  • f). Module summary
  • 3. Service Level Agreements and Entitlements
  • a). SLA and entitlement overview
  • b). Create and manage entitlements
  • c). Create and manage SLAs
  • d). Module summary
  • 4. Knowledge Management
  • a). Knowledge management overview
  • b). Authoring and organizing
  • c). Use knowledge content
  • d). Manage knowledge content
  • e). Module summary