MB-230T01 Dynamics 365 for Customer Engagement for Customer Service
Duration
4 Days (32 Hours)
Price
$335.00
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.
Learning 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
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Course Outline
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1 - Manage cases, workloads, and service commitments in Dynamics 365 Customer Service
- Transform service delivery with AI in Dynamics 365
- Manage cases with Copilot Service workspace
- Manage case workloads with Dynamics 365 Customer Service queues
- Work with service-level agreements in Dynamics 365 Customer Service
- Create and manage entitlements in Microsoft Dynamics 365 Customer Service
2 - Work with knowledge management in Dynamics 365 Customer Service
- Configure knowledge management in Dynamics 365 Customer Service and Contact Center
- Search and filter knowledge articles by using Dynamics 365 Customer Service
- Use knowledge articles to resolve Dynamics 365 Customer Service cases
3 - Route and distribute work in Dynamics 365 Customer Service
- Set up unified routing in Dynamics 365 Customer Service
- Configure work classification and assignment in Dynamics 365 Customer Service
- Use skill-based routing in Dynamics 365 Customer Service
4 - Configure AI and the service representative experience
- Configure AI for case management in Dynamics 365 Customer Service
- Configure experience profiles in Dynamics 365 Customer Service
- Configure scripts, macros, and productivity tools in Dynamics 365 Customer Service
- Collaborate with Microsoft Teams in Dynamics 365 Customer Service
5 - Work with customer engagement channels in Dynamics 365 Customer Service
- Support customers across engagement channels in Dynamics 365 Customer Service
- Handle conversations in Copilot Service workspace
- Configure reliable email intake in Dynamics 365 Customer Service
Target Audience
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.