Live instructor-led training
Microsoft Dynamics 365 Customer Service
- CMDBID 1223
- Course Code MB230
- Duration 4 Days
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Course content
What you will learn
Overview
Microsoft Dynamics 365 Customer Service is a practical training course for teams that need structured, instructor-led skills in Microsoft Dynamics, Customer Service Module, Customer Service Overview.
Microsoft Dynamics 365 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.
Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once you've resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.
Audience profile
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.
Accessing your courseware and registering attendance with Microsoft
To access your Official Curriculum (MOC) course materials you will need a Microsoft.com/Learn account. In Learn you will also be able to register your completion of the event and receive your achievement badge. You will be issued with a unique code during your event.
Audience
- 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
- Work with Omnichannel
- Work with Connected Customer Service
- Work with Customer Service Scheduling
- Work with Customer Service Insights
Skills Gained
By completing the Microsoft Dynamics 365 Customer Service MB230 course participants will gain practical knowledge, configuration skills, implementation techniques and best practice understanding relevant to real enterprise environments.
Prerequisites
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.
Outline
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
- Lesson 1: Create case records
- Lesson 2: Related service apps
- Lesson 3: Analytics for service
- Lesson 4: AI for service
- Lesson 5: Configuring customer service
After completing this module, students 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.
Lessons
- Lesson 1: Case management overview
- Lesson 2: Creating case records
- Lesson 3: Queue management
- Lesson 4: Case routing
- Lesson 5: Resolving cases
After completing this module, you will be able to:
- 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.
Lessons
- Lesson 1: SLA and entitlement overview
- Lesson 2: Create and manage entitlements
- Lesson 3: Create and manage SLAs
After completing this module, you will be able to:
- 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.
Lessons
- Lesson 1: Knowledge management overview
- Lesson 2: Authoring and organizing
- Lesson 3: Use knowledge content
- Lesson 4: Manage knowledge content
After completing this module, you will be able to:
- Create and manage knowledge content.
Module 5: Omnichannel
In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.
Lessons
- Lesson 1: Get Started
- Lesson 2: Entity record routing
- Lesson 3: Routing and work distribution
- Lesson 4: Configure message channels
- Lesson 5: Deploy chat widgets
- Lesson 6: Create smart assist solutions
- Lesson 7: Integrate a Power Virtual Agents bot
- Lesson 8: Productivity tools
Module 6: Customer Service Scheduling
In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service
Lessons
- Lesson 1: Getting Started with Customer Service Scheduling
- Lesson 2: Configure Customer Service Scheduling
- Lesson 3: Defining and working with bookable resources
- Lesson 4: Working with services
- Lesson 5: Working with fulfillment preferences
- Lesson 6: Scheduling service activities
- Lesson 7: Rescheduling service activities and substituting resources
Module 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.
Lessons
- Lesson 1: Getting started with Connected Customer Service
- Lesson 2: Registering devices
- Lesson 3: Device management and interaction
- Lesson 4: IoT alerts and sending commands
Module 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.
Lessons
- Lesson 1: Get started with Customer Service Insights
- Lesson 2: Work with Customer Service call insights
Certification
Microsoft exam and certification details
This training helps prepare for the relevant Microsoft certification or applied skills assessment where available. Microsoft exam codes, measured skills and renewal requirements can change, so delegates should check the current exam page before booking.
Official Microsoft certification information: Microsoft Learn Certifications.
Continue your learning pathway: view all Microsoft Dynamics CRM courses or compare related courses and follow-on options.
Is Microsoft Dynamics 365 Customer Service MB230 right for me?
This course is for learners who want structured, expert-led training in Microsoft technology with practical workplace outcomes.
What will I learn on Microsoft Dynamics 365 Customer Service MB230?
You will build practical Microsoft technology skills, understand key concepts and apply the course outcomes in real workplace scenarios.
Talk to an expert
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