MB-230T01 Microsoft Dynamics 365 Customer Service

Length: 4 Day(s), Price: $$2,682.00 exl GST

Microsoft Dynamics 365 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.

  • Learn to leverage Microsoft Dynamics 365 Customer Service tools for enhanced customer success.
  • Master automatic case creation and queue management to optimize time allocation for impactful customer interactions.

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.

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.

 1. Get started with Dynamics 365 Customer Service

 2. Managing cases with Dynamics 365 Customer Service Hub

 3. Use Microsoft Dynamics 365 Customer Service queues to manage case workloads

 4. Create or update records automatically in Customer Service Hub

 5. Get started with unified routing for Dynamics 365 Customer Service

 6. Create and manage entitlements in Microsoft Dynamics 365 Customer Service

 7. Create knowledge management solutions in Dynamics 365 Customer Service

 8. Use knowledge articles to resolve Dynamics 365 Customer Service cases

 9. Create a survey project with Dynamics 365 Customer Voice

 10. Create customer surveys with Dynamics 365 Customer Voice

 11. Send Dynamics 365 Customer Voice surveys

 12. Automate Dynamics 365 Customer Voice surveys with Power Automate

 13. Set up Customer Service scheduling

 14. Schedule services with Customer Service scheduling

 15. Enhance agent productivity with Customer Service workspace

 16. Create custom experiences for agents with agent experience profiles in Customer Service

 17. Get started with Omnichannel for Customer Service

 18. Route and distribute work with unified routing in Dynamics 365 Customer Service

 19. Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service

 20. Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service

 21. Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service

 22. Get started with Customer Service Insights

 23. Create visualizations for Dynamics 365 Customer Service

 24. Get started with Connected Customer Service for Dynamics 365 and Azure IoT

 25. Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT

 26. Create custom apps for Dynamics 365 Customer Service

 27. Integrate a Microsoft Copilot Studio copilot with Omnichannel for Customer Service

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