MB-230T01 Dynamics 365 for Customer Engagement for Customer Service
E-Learning
Description
Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up time to dedicate where a greater impact can be made, directly with customers. Our team of globally recognized experts take students step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved, students will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether.
Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up time to dedicate where a greater impact can be made, directly with customers.
Our team of globally recognized experts take students step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved, students will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether.
Our team of globally recognized experts take students step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved, students will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether.
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
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
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.
| Lesson Id | Title | Description |
|---|---|---|
| 1 | Customer Service Overview |
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 |
| 2 | Case Management |
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 |
| 3 | Service Level Agreements and Entitlements |
Lesson 1: SLA and entitlement overview Lesson 2: Create and manage entitlements Lesson 3: Create and manage S |
| 4 | Knowledge Management |
Lesson 1: Knowledge management overview Lesson 2: Authoring and organizing Lesson 3: Use knowledge content Lesson 4: Manage knowledge content Lesson 5: Module summary |
Self-Paced
Free
This course includes: :
Full lifetime access