MB-230T01 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 time to dedicate where a greater impact can be made, directly with customers.

Our team of globally recognized experts take students step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved, students will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether.

This course may earn a Credly Badge.

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Price: $2780.00
Duration: 3 Days
Delivery Methods: Virtual
DIR Discount: 55.0%







    For questions call: (469) 721-6100
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    • Get assistance every step of the way from our Texas-based team, ensuring your training experience is hassle-free and aligned with your goals.
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    Course Outline

    1 – Customer Service Overview
    • 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
    2 – Case Management
    • 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
    3 – Service Level Agreements and Entitlements
    • Lesson 1: SLA and entitlement overview
    • Lesson 2: Create and manage entitlements
    • Lesson 3: Create and manage S
    4 – Knowledge Management
    • Lesson 1: Knowledge management overview
    • Lesson 2: Authoring and organizing
    • Lesson 3: Use knowledge content
    • Lesson 4: Manage knowledge content
    • Lesson 5: Module summary

    Actual course outline may vary depending on offering center. Contact your sales representative for more information.

     

    Learning Objectives

    Install and configure the customer service app

    • Identify common customer service scenarios
    • Complete a case resolution process
    • Analyze customer service data
    • Automate case management record processing
    • Create and use knowledge articles
    • Create and use entitlements and service level agreements
    No special instructions regarding this course's target audience provided. Please contact us to discuss if you are unsure whether this course is for you!
    No special prerequisites for this course provided. If you are unsure whether you might need to take another course first, please contact us to discuss.

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    Please contact our team at 469-721-6100; we will gladly guide you through the online purchasing process.

    You will receive a receipt and an enrollment confirmation sent to the email you submitted at purchase. Your enrollment email will have instructions on how to access the class. Any additional questions our team is here to support you. Please call us at 469-721-6100.

    If a student is 15 minutes late, they risk losing their seat to a standby student. If a student is 30 minutes late or more, they will need to reschedule. A no-show fee will apply. Retakes are enrolled on a stand-by basis. The student must supply previously issued courseware. Additional fees may apply.

    You will receive a ‘Certificate of Completion’ once you complete the class. If you purchased an exam voucher for the class, a team member from TOPTALENT LEARNING will reach out to discuss your readiness for the voucher and make arrangements to send it.