Dynamics 365 for Customer Engagement for Customer Services (MB-230)

In this course, learners will acquire knowledge of Microsoft Dynamics 365 technologies for an upgrade, configuration, and customization. Dynamics 365 Customer Engagement Consultants are responsible for providing knowledge, gathering requirements, involving domain experts and stakeholders, translating requirements, and configuring the solution and applications. The functional consultant implements a solution with out-of-the-box capabilities, code-free extensibility, application and service integration.

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COURSE OVERVIEW

In this course, delegates will acquire knowledge of Microsoft Dynamics 365 technologies for an upgrade, configuration, and customization. Dynamics 365 Customer Engagement Consultants are responsible for providing knowledge, gathering requirements, involving domain experts and stakeholders, translating requirements, and configuring the solution and applications. The functional consultant implements a solution with out-of-the-box capabilities, code-free extensibility, application and service integration.

What You’ll Learn

Course Duration: 35 Hours
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.
  • 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
  • Lesson 6: Module summary
After completing this module, students will be able to:
  • Install and configure the customer service application.
  • Identify common customer service scenarios.
In this module you will learn how to open and resolve customer service cases, both manually and with automation.
  • Lesson 1: Case management overview
  • Lesson 2: Creating case records
  • Lesson 3: Queue management
  • Lesson 4: Case routing
  • Lesson 5: Resolving cases
  • Lesson 6: Module summary
After completing this module, you will be able to:
  • Open and resolve customer service cases.
  • Automate case creation and routing.
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.
  • Lesson 1: SLA and entitlement overview
  • Lesson 2: Create and manage entitlements
  • Lesson 3: Create and manage SLAs
  • Lesson 4: Module summary
After completing this module, you will be able to:
  • Create and use service level agreements.
  • Create and use entitlements.
In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.
  • Lesson 1: Knowledge management overview
  • Lesson 2: Authoring and organizing
  • Lesson 3: Use knowledge content
  • Lesson 4: Manage knowledge content
  • Lesson 5: Module summary
After completing this module, you will be able to:
  • Create and manage knowledge content.

SCHEDULE

November
2020-11-16
December
2020-12-21
January
2021-01-18
February
2021-02-22

MORE DETAILS

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.

This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.