MB-230T01 Dynamics 365 for customer engagement for Customer Service

Microsoft Dynamics 365 for 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.

MB-230T01 Dynamics 365 for customer engagement for Customer Service

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Learning Objectives

After completing this course, you will be able to:

  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process
  • Analyze customer service data
  • Automate case management record processing
  • Create and use knowledge articles
  • Create and use entitlements and service level agreements


    Course Details

    Course Outline

    1 - Customer Service Overview
  • Create case records
  • Related service apps
  • Analytics for service
  • AI for service
  • Configuring customer service
  • Module summary
  • 2 - Case Management
  • Case management overview
  • Creating case records
  • Queue management
  • Case routing
  • Resolving cases
  • Module summary
  • 3 - Service Level Agreements and Entitlements
  • SLA and entitlement overview
  • Create and manage entitlements
  • Create and manage SLAs
  • Module summary
  • 4 - Knowledge Management
  • Knowledge management overview
  • Authoring and organizing
  • Use knowledge content
  • Manage knowledge content
  • Module summary
  • Actual course outline may vary depending on offering center. Contact your sales representative for more information.

    Who is it For?

    Target Audience

    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.

    MB-230T01 Dynamics 365 for customer engagement for Customer Service

    $595 | This course is SATV-Eligible
    Course Length : 1 Day

    1. Choose a Date | 2. Click Enroll Now

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