MB-230.1 Dynamics 365 for Customer Engagement for Customer Service

About this course

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.

What you'll learn

After completing this course, you will be able to:

• 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

Prerequisites

Before attending this course, students must have:

• A basic understanding of the need for customer service tools.

Course Syllabus

Module 1: Customer Service Overview

Description: 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.

Brief objectives: After completing this module, you will be able to: Install and configure the customer service application. Identify common customer service scenarios.

• 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

Module 2: Case Management

Description: In this module you will learn how to open and resolve customer service cases, both manually and with automation.

Brief objectives: After completing this module, you will be able to: Open and resolve customer service cases. Automate case creation and routing.

• 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

Module 3: Service Level Agreements and Entitlements

Description: 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.

Brief objectives: After completing this module, you will be able to: Create and use service level agreements. Create and use entitlements.

• Lesson 1: SLA and entitlement overview
• Lesson 2: Create and manage entitlements
• Lesson 3: Create and manage SLAs
• Lesson 4: Module summary

Module 4: Knowledge Management

Description: In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.

Brief objectives: After completing this module, you will be able to: Create and manage knowledge content.

• Lesson 1: Knowledge management overview
• Lesson 2: Authoring and organizing
• Lesson 3 Use knowledge content
• Lesson 4: Manage knowledge content
• Lesson 5: Module summary