Microsoft MB-230T01 - Microsoft Dynamics 365 Customer Service
Length 3 days
Course overview
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Why study this course
Microsoft Dynamics 365 for Customer Service offers any organisation 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 the team of globally-recognised 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.
After completing this course, students will be able to:
Manage cases and Knowledge Management
Manage entitlements
Implement scheduling
Implement multi-session experiences for Customer Service
Manage analytics and insights
Implement Connected Customer Service
Implement routing
Microsoft Dynamics 365 at Lumify Work
Lumify Work is your best choice for training and certification in any of Microsoft’s leading technologies and services. We’ve been delivering effective training across all Microsoft products for over 30 years, and are proud to be Australia's and New Zealand’s first and largest Microsoft Gold Learning Solutions Partner. All Lumify Work Microsoft Dynamics 365 courses follow Microsoft Official Curriculum (MOC) and are led by Microsoft Certified Trainers. Join more than 5,000 students who attend our quality Microsoft courses every year.
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.
Course subjects
Get started with Dynamics 365 Customer Service
Managing cases with Dynamics 365 Customer Service Hub
Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
Create or update records automatically in Customer Service Hub
Get started with unified routing for Dynamics 365 Customer Service
Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Create knowledge management solutions in Dynamics 365 Customer Service
Use knowledge articles to resolve Dynamics 365 Customer Service cases
Create a survey project with Dynamics 365 Customer Voice
Create customer surveys with Dynamics 365 Customer Voice
Send Dynamics 365 Customer Voice surveys
Automate Dynamics 365 Customer Voice surveys with Power Automate
Set up Customer Service scheduling
Schedule services with Customer Service scheduling
Enhance agent productivity with Customer Service workspace
Create custom experiences for agents with agent experience profiles in Customer Service
Getting started with Omnichannel for Customer Service
Route and distribute work with unified routing in Dynamics 365 Customer Service
Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
Get started with Customer Service Insights
Create visualisations for Dynamics 365 Customer Service
Get started with Connected Customer Service for Dynamics 365 and Azure IoT
Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Create custom apps for Dynamics 365 Customer Service
Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
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.
Terms & Conditions
The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.
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