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Microsoft Dynamics 365 Customer Service Training (MB-230)

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This 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 have a greater impact directly with your customers.

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

Dynamics 365 Customer Service Delivery Methods



Microsoft Dynamics 365 Customer Service Course Information

Microsoft Dynamics 365 Customer Service Training (MB-230) Course Benefits

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, entitlements, and service-level agreements
Work with Omnichannel, Connected Customer Service, and Microsoft Power Platform
Work with Customer Service Scheduling, Insights, and workspaces
Continue learning and face new challenges with after-course one-on-one instructor coaching

Microsoft Dynamics 365 Customer Service Training (MB-230) Exam Information

This course can help you prepare for the following Microsoft role-based certification exam — Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant.

Microsoft Dynamics 365 Customer Service Instructor-Led Course Outline
Module 1: Work with Cases

In this Module, you will learn to:

Create and manage Cases 
Work with queues and unified routing
Create or update records automatically
Module 2: Work with entitlements and service level agreements
Module 3: Work with knowledge management
Module 4: Create surveys with Customer Voice
Module 5: Schedule services
Module 6: Work with Dynamics 365 Customer Service workspaces
Module 7: Omnichannel for Dynamics 365 Customer Service
Module 8: Manage analytics and insights
Module 9: Connected Customer Service
Module 10: Implement Microsoft Power Platform

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