MB-230T01: Implement customer service solutions using Microsoft Dynamics 365 Customer Service

About this course

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 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. Audience Profile A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

Instructor-led training for professionals and companies in Chile. Request dates, schedules, seats and commercial terms. Training hours and daily scheduling follow Netsolutions planning and are confirmed in the commercial proposal.

Course syllabus

1. Manage cases, workloads, and service commitments in Dynamics 365 Customer Service
2. Transform service delivery with AI in Dynamics 365
3. Manage cases with Copilot Service workspace
4. Manage case workloads with Dynamics 365 Customer Service queues
5. Work with service-level agreements in Dynamics 365 Customer Service
6. Create and manage entitlements in Microsoft Dynamics 365 Customer Service
7. Work with knowledge management in Dynamics 365 Customer Service
8. Configure knowledge management in Dynamics 365 Customer Service and Contact Center
9. Search and filter knowledge articles by using Dynamics 365 Customer Service
10. Use knowledge articles to resolve Dynamics 365 Customer Service cases
11. Route and distribute work in Dynamics 365 Customer Service
12. Set up unified routing in Dynamics 365 Customer Service
13. Configure work classification and assignment in Dynamics 365 Customer Service
14. Use skill-based routing in Dynamics 365 Customer Service
15. Configure AI and the service representative experience
16. Configure AI for case management in Dynamics 365 Customer Service
17. Configure experience profiles in Dynamics 365 Customer Service
18. Configure scripts, macros, and productivity tools in Dynamics 365 Customer Service
19. Collaborate with Microsoft Teams in Dynamics 365 Customer Service
20. Work with customer engagement channels in Dynamics 365 Customer Service
21. Support customers across engagement channels in Dynamics 365 Customer Service
22. Handle conversations in Copilot Service workspace
23. Configure reliable email intake in Dynamics 365 Customer Service
24. Extend and analyze Dynamics 365 Customer Service
25. Create custom apps for Dynamics 365 Customer Service
26. Analyze Dynamics 365 Customer Service with reports and dashboards
27. Capture customer feedback with Dynamics 365 Customer Voice