MB-230 Microsoft Dynamics 365 Customer Service
Microsoft Dynamics 365 Customer Service is designed to support customer success. Using tools such as automatic case creation and queue management, it frees up your customer service team’s time to dedicate it where they can have a greater impact, directly with the customers. This course will take you step by step from creating cases through interacting with customers to resolving those cases. Once you’ve resolved the cases, you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.
General Info
Delivery Options
Schedule
Agenda
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Course Outcomes
After completing this course, you will be able to:
• 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
Audience Profile
Microsoft Dynamics 365 Customer Engagement Functional Consultants, Solution Architects and Business Analysts who are looking to learn about the Customer Service module of Microsoft Dynamics 365 and/or to take the MB-230 certification exam.
Prerequisites
Prior knowledge of Microsoft Dynamics 365 or CRM/ERP systems.
Course Type
Virtual, instructor-led training – 5 half-days – 20 hours in total.
Price
Click to change currency ($/€/£)
£20.00 – £654.00
+VAT
Group Registration Discount
Applies to courses that are not already discounted
If you are looking to train several team members on the same course, we offer a discount for group registrations:
10% off for 5 to 9 seats
15% off for 10 seats or more
Contact training@365talentportal.com to register several attendees at the same time.
Choose Your Preferred Delivery Type
Classroom or Virtual Delivery
Join one of the courses in our open schedule. Check the date list and book your seat.
→ Instructor-led deliveries
→ Optimal group size
→ Lab support and help
Private Session for Your Team
If you’re looking to train several team members on this course, why not organize a private session?
→ Delivery at your site or virtually
→ Personalized delivery style
→ Pick the dates you want
MB-230 Course Schedule
These are all our upcoming sessions for this course – pick a date you like and book your seat.
05 Apr. 2021 to 09 Apr. 2021 1 pm to 5 pm BST- [8 am to 12 pm EDT] – [2 pm to 6 pm CEST]
Virtual
MB-230 Microsoft Dynamics 365 Customer Service
Agenda Overview
Module 1 – Customer Service Overview
Module 2 – Case Management
Module 3 – Service Level Agreements and Entitlements
Module 4 – Knowledge Management
Module 5 – Omnichannel
Module 6 – Customer Service Scheduling
Module 7 – Connected Customer Service
Module 8 – Customer Service Insights
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MB-230 Microsoft Dynamics 365 Customer Service
Virtual Instructor-led Course
Click to change currency ($/€/£)
£20.00 – £654.00
+VAT
By registering to this course, you agree to our T&Cs and Refund Policy.