Microsoft Dynamics 365 Customer Service (MB-230T01)

Description

This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service. 

Course Objectives

• Students will learn to,

• Get started with Dynamics 365 Customer Service
• Managing cases with Dynamics 365 Customer Service Hub
• Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
• Create or update records automatically in Customer Service Hub
• Get started with unified routing for Dynamics 365 Customer Service
• Create and manage entitlements in Microsoft Dynamics 365 Customer Service
• Create knowledge management solutions in Dynamics 365 Customer Service
• Use knowledge articles to resolve Dynamics 365 Customer Service cases
• Create a survey project with Dynamics 365 Customer Voice
• Create customer surveys with Dynamics 365 Customer Voice
• Send Dynamics 365 Customer Voice surveys
• Automate Dynamics 365 Customer Voice surveys with Power Automate
• Set up Customer Service scheduling
• Schedule services with Customer Service scheduling
• Enhance agent productivity with Customer Service workspace
• Create custom experiences for agents with agent experience profiles in Customer Service
• Get started with Omnichannel for Customer Service
• Route and distribute work with unified routing in Dynamics 365 Customer Service
• Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
• Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
• Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
• Get started with Customer Service Insights
• Create visualizations for Dynamics 365 Customer Service
• Get started with Connected Customer Service for Dynamics 365 and Azure IoT
• Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
• Create custom apps for Dynamics 365 Customer Service
• Integrate a Microsoft Copilot Studio copilot with Omnichannel for Customer Service

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.