Microsoft Dynamics 365 Customer Service Training (MB-230)

Nivå: Intermediate

Microsoft Dynamics 365 for Customer Service offers any organisation 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 recognised 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 altogether. 
 

Nyckelfunktioner:

  • Microsoft Official Course content
  • Eligible for SATV redemption

Du kommer lära dig att:

  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process
  • Analyse 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

Välj den utbildningsform som passar dig bäst

LIVE, LÄRARLEDD

I klass & Live, Online-utbildning

  • Microsoft Official Course content
  • Eligible for SATV redemption
  • Hands-on learning labs included
  • After-course instructor coaching included

FÖRETAGSINTERN UTBILDNING

Teamträning

  • Använd denna eller någon annan utbildning i ditt företag
  • Fullskalig programutveckling
  • Levereras när, var och hur du vill
  • Blandade utbildningsmodellerSkräddarsytt innehåll
  • Coaching av ett expertteam

Anpassa kurs och innehåll efter teamets behov

Kontakta oss

Utveckla dig och ditt team med anpassade eller öppna kurser alternativt e-learning

Learning Tree erbjuder kundanpassad utbildning hos er, öppna kurser i Stockholm, London eller Washington, möjlighet att delta via våra Anywhere centers (Malmö, Göteborg, Linköping, Stockholm eller Borlänge) eller olika former av e-learning med lärarstöd. Läs mer på www.learningtree.se/priser .

I klass & Live, Online-utbildning

Important Microsoft Dynamics 365 Customer Service Training Information

  • Software/Tools

    Dynamics

  • Requirements

    This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

  • Who Should Attend This Course

    A Dynamics 365 Customer Service 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.

  • Exam Information

    MB-230: Microsoft Dynamics 365 Customer Service

Note: This course runs for 3 dagar

  • 29 nov - 1 dec 9:00 - 16:30 GMT Online (AnyWare) Online (AnyWare) Boka Din Kursplats

  • 21 - 23 mar 9:00 - 16:30 GMT Online (AnyWare) Online (AnyWare) Boka Din Kursplats

  • 20 - 22 jun 9:00 - 16:30 BST Online (AnyWare) Online (AnyWare) Boka Din Kursplats

  • 19 - 21 sep 9:00 - 16:30 BST Online (AnyWare) Online (AnyWare) Boka Din Kursplats

  • 15 - 17 nov 15:00 - 22:30 CCET Online (AnyWare) Online (AnyWare) Boka Din Kursplats

  • 16 - 18 feb 15:00 - 22:30 CCET Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Boka Din Kursplats

  • 18 - 20 maj 15:00 - 22:30 CCST Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Boka Din Kursplats

  • 17 - 19 aug 15:00 - 22:30 CCST Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Boka Din Kursplats

Kurs med startgaranti

När du ser symbolen för “Guaranteed to Run” vid ett kurstillfälle vet du att kursen blir av. Garanterat.

Microsoft Dynamics 365 Customer Service Course Outline

  • Module 1: Customer Service Overview

    In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.

    Lessons
    • 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
    After completing this module, students will be able to:
    • Install and configure the customer service application.
    • Identify common customer service scenarios.
  • Module 2: Case Management

    In this module you will learn how to open and resolve customer service cases, both manually and with automation.

    Lessons

    • Lesson 1: Case management overview
    • Lesson 2: Creating case records
    • Lesson 3: Queue management
    • Lesson 4: Case routing
    • Lesson 5: Resolving cases
    After completing this module, you will be able to:
    • Open and resolve customer service cases.
    • Automate case creation and routing.
  • Module 3: Service Level Agreements and Entitlements

    In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.

    Lessons

    • Lesson 1: SLA and entitlement overview
    • Lesson 2: Create and manage entitlements
    • Lesson 3: Create and manage SLAs
    After completing this module, you will be able to:
    • Create and use service level agreements.
    • Create and use entitlements.
  • Module 4: Knowledge Management

    In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.

    Lessons

    • Lesson 1: Knowledge management overview
    • Lesson 2: Authoring and organising
    • Lesson 3: Use knowledge content
    • Lesson 4: Manage knowledge content
    After completing this module, you will be able to:
    • Create and manage knowledge content.
  • Module 5: Omnichannel

    In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.

    Lessons
    • Lesson 1: Get Started
    • Lesson 2: Entity record routing
    • Lesson 3: Routing and work distribution
    • Lesson 4: Configure message channels
    • Lesson 5: Deploy chat widgets
    • Lesson 6: Create smart assist solutions
    • Lesson 7: Integrate a Power Virtual Agents bot
    • Lesson 8: Productivity tools
  • Module 6: Customer Service Scheduling

    In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service.

    Lessons

    • Lesson 1: Getting Started with Customer Service Scheduling
    • Lesson 2: Configure Customer Service Scheduling
    • Lesson 3: Defining and working with bookable resources
    • Lesson 4: Working with services
    • Lesson 5: Working with fulfillment preferences
    • Lesson 6: Scheduling service activities
    • Lesson 7: Rescheduling service activities and substituting resources
  • Module 7: Connected Customer Service

    In this module, you will learn how to use Dynamics 365 Connected Customer Service to take data and help execute actual business actions on the data.

    Lessons

    • Lesson 1: Getting started with Connected Customer Service
    • Lesson 2: Registering devices
    • Lesson 3: Device management and interaction
    • Lesson 4: IoT alerts and sending commands
  • Module 8: Customer Service Insights

    In this module, you will learn how to work with Customer Service Insights to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.

    Lessons

    • Lesson 1: Get started with Customer Service Insights
    • Lesson 2: Work with Customer Service call insights

Teamträning

Microsoft Dynamics 365 Customer Service FAQs

  • Is this course part of a certification path?

    Yes, this course helps prepare you for the “Microsoft Certified: Dynamics 365 Customer Service Associate” certification.

  • What courses are included in the “Microsoft Certified: Dynamics 365 Customer Service Associate” certification path?

    MB-200 and MB-230 (8556). It is required you pass both exams to achieve certification.

Questions about which training is right for you?

call 08-506 668 00





Why do we require your location?

It allows us to direct your request to the appropriate Customer Care team.

100% Satisfaction Guaranteed

Your Training Comes with a 100% Satisfaction Guarantee!*

*Partner-delivered courses may have different terms that apply. Ask for details.

Online (AnyWare)
Online (AnyWare)
Online (AnyWare)
Online (AnyWare)
Online (AnyWare)
Herndon, VA / Online (AnyWare)
Herndon, VA / Online (AnyWare)
Herndon, VA / Online (AnyWare)
Why do we require your location?

It allows us to direct your request to the appropriate Customer Care team.

Hur föredrar du att bli kontaktad:

Please Choose a Language

Canada - English

Canada - Français