Corporate Courses

MB-230: Dynamics 365 for customer engagement for customer service

Course Outline

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. Join our team of globally recognized experts as they take you to 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.




Before attending this course, students must have: An understanding of the basics of Dynamics 365

Course Content

  • Module 1: Customer Service Overview
  • Module 2: Case Management
  • Module 3: Knowledge Management
  • Module 4: Omnichannel
  • Module 5: Customer Service Scheduling
  • Module 6: Connected Customer Service
  • Module 7: Customer Service Insights

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