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Microsoft Dynamics 365 Customer Service (MB 230)

( Duration: 3 Days )

This Microsoft Dynamics 365 Customer Service (MB 230) training course will provide a detailed overview of performing configuration, manage cases, manage queues, entitlements, and SLAs and configure voice of the customer.

By attending Microsoft Dynamics 365 Customer Service (MB 230) workshop, delegates will learn:

  • Customer Service Overview
  • Case Management
  • Service Level Management
  • Knowledge Management

  • This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps and who want to expand their knowledge of Customer Service.

The Microsoft Dynamics 365 Customer Service (MB 230) class is ideal for:

  • Dynamics 365 Customer Engagement functional consultants

COURSE AGENDA

1

Customer Service Overview

  • Customer Service overview
  • Related service apps
  • Configuring Customer Service
  • Surveys with Forms Pro
  • Analytics and insights
2

Case Management

  • Case management overview
  • Creating case records
  • Queue management
  • Case routing
  • Resolving cases
3

Service Level Management

  • SLA and entitlement overview
  • Create and manage entitlements
  • Create and manage SLAs
4

Knowledge Management

  • Knowledge management overview
  • Authoring and organizing
  • Use knowledge content
  • Manage knowledge content
5

Omnichannel for Dynamics 365 Customer Service

  • Getting started with Omnichannel for Customer Service
  • Entity record routing with Omnichannel for Dynamics 365 Customer Service
  • Routing and work distribution in Omnichannel for D365 CS
  • Configure message channels in Omnichannel for Dynamics 365 Customer Service
  • Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
  • Create smart assist solutions
  • Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
  • Get started with Dynamics 365 Productivity Tools
6

Customer Service Scheduling

  • Getting started with Customer Service scheduling
  • Configuring 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

  • Getting started with Connected Customer Service
  • Registering Devices
  • Device Management and Interaction
  • IoT Alerts & Sending Commands
8

Customer Service Insights

  • Get started with Customer Service Insights
  • Work with Customer Service call insights

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 6,000 various courses on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting https://www.encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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