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Course MB-230T01-A: Dynamics 365 for customer engagement for customer service

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 h... Show More
Course Prerequisites:
This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have compl... Show More
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Virtual Instructor-Led Training (V-ILT)

Virtual instruction environments are designed to simulate the traditional classroom or learning experience. Instructor-led training is still the number one delivery method of choice because it allows you to interact and discuss the training material, either individually or in a group setting, and you gain access to expert knowledge from certified instructors. This form of guided learning is impactful and produces positive learning outcomes. Day, evening and Saturday classes are offered.

Duration
1 Day

Course Schedule

Upcoming dates for Course MB-230T01-A: Dynamics 365 for customer engagement for customer service

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
  • Lesson 6: Module summary

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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
  • Lesson 6: Module summary

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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

  • Types of deployments
  • Types of releases
  • Security concepts and roles
  • Roles and teams
  • GDPR

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Module 4: Licensing, onboarding and support

This module empowers the learner to get started with Dynamics 365 by exploring licensing options and finding implementation support.
Lessons

  • Finding and working with a partner
  • Licensing options
  • Getting set up

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CTU Training Solutions , Updated: October 27th, 2020

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