MB-230: Microsoft Dynamics 365 Customer Service
Reference : MS MB-230Educational objectives
At the end of the course, participants should be able to:
- Manage cases and Knowledge Management.
- Manage entitlements and SLAs.
- Implement scheduling.
- Implement multi-session experiences for Customer Service.
- Manage analytics, visualizations, and insights.
- Implement Microsoft Power Platform, Connected Customer Service and routing.
Course programme
In this course, participants will learn how to implement Microsoft Dynamics 365 Customer Service effectively, manage customer interactions and resolve cases efficiently, analyze customer service data to identify trends and improve outcomes and leverage tools like automatic case creation and queue management to optimize resources.
Who is this course for?
Public
Candidates should have strong applied knowledge of customer service including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, service-level agreements (SLAs), AI insights and visualizations, connected services, Microsoft Power Virtual Agents, Customer Service applications, Customer Voice, basic and unified routing, and Omnichannel for Customer Service.
Prerequisites
The target audience should have a basic understanding of how to navigate the Dynamics 365 application. Familiarity with creating and managing cases in Dynamics 365 is also helpful.