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MB-230T01 Dynamics 365 for Customer Engagement for Customer Service

Course Overview

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 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

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

    Course Outline

    1 - Customer Service Overview

    • Create case records
    • Related service apps
    • Analytics for service
    • AI for service
    • Configuring customer service
    • Module summary

    2 - Case Management

    • Case management overview
    • Creating case records
    • Queue management
    • Case routing
    • Resolving cases
    • Module summary

    3 - Service Level Agreements and Entitlements

    • SLA and entitlement overview
    • Create and manage entitlements
    • Create and manage SLAs
    • Module summary

    4 - Knowledge Management

    • Knowledge management overview
    • Authoring and organizing
    • Use knowledge content
    • Manage knowledge content
    • Module summary

  • Enroll Today

    This is a 1-day class

    Price: $595.00
    Payment Options

    ILT Instructor‑Led Training

    OLL Online LIVE

    GTR  Guaranteed to Run

    Class times are listed Eastern time. This class is available for Private Group Training

    To sort by location or date, click the ‘When’ and ‘Where’ column headings.

    Cart When Time   Where How
    09/27/2019 9:00AM - 5:00PM GTR Online LIVE OLL
    03/16/2020 9:00AM - 5:00PM Online LIVE OLL
    06/22/2020 9:00AM - 5:00PM Online LIVE OLL

    Class times are listed Eastern time
    This class is available for Private Group Training