Microsoft Dynamics 365 Customer Service MB-230T01-A

This course is for those who want to learn about implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.

Before attending this course, students must have:

• Familiarity of business applications and the desire to customize and implement them for your business

Module 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.

• Lessons:

• Create case records

• Related service apps

• Analytics for service

• AI for service

• Configuring customer service

• Module summary

• After completing this module, you will be able to:

• Install and configure the customer service application

• Identify common customer service scenarios

Module 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

• Open and resolve customer service cases

• Automate case creation and routing

Module 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

• Create and use service level agreements

• Create and use entitlements

Module 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

• Create and manage knowledge content