MB-230T01 Dynamics 365 for Customer Engagement for Customer Service

Duration

4 Days

This course is intended for

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.

Overview

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

Description

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.

Customer Service Overview

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

Case Management

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

Service Level Agreements and Entitlements

Lesson 1: SLA and entitlement overview
Lesson 2: Create and manage entitlements
Lesson 3: Create and manage S

Knowledge Management

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

What people say about us

Excellent interaction and answered all of my questions. Looking forward to being able to apply some of the tips and features learned today which hopefully should have real impact on some of the more time consuming tasks currently encountered.

Dublin student

This is the 3rd course I have done with Arun. He is very helpful and always supportive if I have other questions outside the lecture parameters. I have already recommended him and Nexus Human to work colleges and would do so again after this course.

Philip

Dublin classroom student

Great course yesterday and can’t give enough amazing feedback for John. I’ve never had a teacher hold attention of a class from start to finish, but yesterday he did this.

Jennifer O'Connor

Vistra Ireland

Booking process was very easy. Once initial contact was made everything happened smoothly.

Pfizer

Brilliant
Wonderful teacher
Course presented extremely well indeed

Nexus Human Ireland Student feedback

This was my 2nd course with Nexus Human and I enjoy the format of the courses.
This was very well-run, the instructor was superb and i will get a lot of benefit from having access for the next 6 months, I look forward to the next course.

Cathal

Kerry, Ireland

I would like to thank the staff of Nexus Human, who were very helpful, prompt, friendly and professional in helping me attain my Microsoft certification. I would like to thank Abdul in particular for his guidance during the course and commend him on his knowledge of software development.

Paul

ITC Group
Dublin

The instructor was excellent. Was willing to field any questions we had and deal with our specific queries.

Excel student

The class just finished and I just wanted to mention to you that it was absolutely amazing. The quality of the training had very high standards, the trainer explained amazingly well and we actually practiced (did) all the steps. It was not learning by watching a presentation but by actually doing. The training has been delivered from Atlanta (US) and I cannot wait to go tomorrow in the office and recommend it. The connection and the lab environment were running perfectly.
Once again thank you very much and looking forward for the next trainings scheduled. Enrolling via Nexus Human Dublin was the perfect choice.

Cristina, Online Live student

Firstly I would like to say thanks, I found the course I sat yesterday extremely beneficial and the instructor was fantastic, she was enthusiastic and engaging and I would highly recommend the course to friends and colleagues. The post class services are also excellent!

Nexus Human Ireland student

Sharon was lovely and has a fantastic knowledge. Honestly I didn't think I needed part 1 but I am SO glad I came. Thank you. Will be back in for part 2.

Dublin student

Global Schedule

GTR = Guarenteed to Run

15 Apr 24Book Now

13:00 - 21:00Live Online2,780

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FlexibleVarious165

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