MB-230-A: Dynamics 365 for customer engagement for customer service Training

Course code: MB-230

Exam Code: MB-230

Duration: 40 Hours

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.

Objective
  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process
Target Audience

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.

Outline
  • Planning your Microsoft 365 Experience
  • Planning Microsoft 365 in your On-premises Infrastructure
  • Planning Your Identity and Authentication Solution
  • Planning Your Service Setup
  • Planning Your Hybrid Environment
  • Planning Your Migration to Office 365
    • 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
  • Lesson 1: SLA and entitlement overview
  • Lesson 2: Create and manage entitlements
  • Lesson 3: Create and manage SLAs
  • Lesson 4: Module summary
  • Lesson 1: Knowledge management overview
  • Lesson 2: Authoring and organizing
  • Lesson 3: Use knowledge content
  • Lesson 4: Manage knowledge content
  • Lesson 5: Module summary
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.

 

Have questions or need more information?

Please complete the form and let us know what you’re looking for.

* denotes required field

By entering your email address, you agree to receive information by email from Sanisoft Training including newsletters and information about offers and specials. You may unsubscribe at any time.

Alternatively, you may contact us through quicker ways.