MB-230: Microsoft Dynamics 365 Customer Service (ESI)

Course Overview

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.

This Enterprise Skills Initiative Program class is for Microsoft approved clients ONLY. If you are unsure of eligibility, please contact Martha Garron via phone at 603-384-1251 or via email at [email protected].

Key Learning Areas

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

Course Outline

Customer Service Overview

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.

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

After completing this module, students will be able to:

Install and configure the customer service application
Identify common customer service scenarios

Case Management

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

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

After completing this module, you will be able to:

Open and resolve customer service cases
Automate case creation and routing

Service Level Agreements and Entitlements

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.

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

After completing this module, you will be able to:

Create and use service level agreements
Create and use entitlements

Knowledge Management

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

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

After completing this module, you will be able to:

Create and manage knowledge content

Who Benefits

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.

Prerequisites

This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

Want this course for your team?

Atmosera can provide this course virtually or on-site. Please reach out to discuss your requirements.

Atmosera is thrilled to announce that we have been named GitHub AI Partner of the Year.