MB-230T00 Microsoft Dynamics 365 Customer Service

 3 Days
Delivery Methods
 VILT    Private Group
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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.


Upcoming Class Dates and Times

This class is not currently scheduled.
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Who Should Attend

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 Objectives

    • 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


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.
2 - Case Management
  • In this module you will learn how to open and resolve customer service cases, both manually and with automation.
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.
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.
5 - Omnichannel
  • In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.
6 - Customer Service Scheduling
  • In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service
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.
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.

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