MB-230: Microsoft Dynamics 365 Customer Service
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Course
MB-230: Microsoft Dynamics 365 Customer Service
Learn how to manage cases, queues, entitlements and service-level agreements in Dynamics 365 Customer Service. Explore Omnichannel, scheduling, workspaces, and Connected Customer Service to improve customer interaction.
Benefit from instructor-led preparation for the MB-230 certification exam with tips, tricks, guidance, and mentored support.
Online Live Classes
Mentored
Intermediate
MB-230: Microsoft Dynamics 365 Customer Service is a three-day, intermediate level course that prepares you for the role of a functional consultant with customer service expertise. In this role, you implement omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction. To get the most out of this course, you must have applied knowledge of customer service.
During this course, you will learn to work with cases, create/update records automatically, and create/manage entitlements and service level agreements (SLAs) in Dynamics 365 Customer Service. You will explore how to create knowledge management solutions and use knowledge articles to resolve cases. You will learn how to use Dynamics 365 Customer Voice to send surveys to customers and collect feedback. Plus, you will learn how to schedule services and resources using Dynamics 365 Customer Service Scheduling.
Additionally, you will build skills for using customer service workspaces and app profile manager. You will learn how to use Omnichannel to deploy an SMS channel and chat widgets, and how to create smart assist solutions. You will develop skills for using artificial intelligence (AI) for managing analytics and creating visualizations. Plus, you will explore using Microsoft Power Platform to create custom apps and integrate a Power Virtual Agents bot.
Overall, this course will prepare you for taking the MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant exam. Entry for these exams is not included. However, you will get a clear overview of the Microsoft certification process, plus you will get the tips and tricks, testing strategies, practice questions and useful information to help you pass the exam successfully.
This course comprises 10 purposely designed modules that take you on a carefully defined learning journey.
It is an instructor-led course which runs to a fixed schedule, with set start and finish dates. It is driven forward by your instructor and features live sessions that are aired at a set time. You will, however, have time to complete certain activities at your own pace outside of the live sessions.
The materials for each module are accessible from the start of the course and will remain available for the duration of your enrollment. Methods of learning and assessment will include reading material, hands-on labs, and online exam questions.
As part of our mentoring service you will have access to valuable guidance and support throughout the course. We provide a dedicated discussion space where you can ask questions, chat with your peers, and resolve issues.
Once you have successfully completed the course, you will earn your Certificate of Completion.
After completing this course, you will:
- Manage cases and knowledge management
- Manage queues, entitlements, and service-level agreements
- Implement scheduling
- Implement Omnichannel for Customer Service
- Manage analytics and insights
- Implement Customer Service workspaces
- Implement Microsoft Power Platform
- Implement Connected Customer Service
- Dynamics 365 Customer Engagement functional consultants.
- Customer service professionals.
- Professionals looking to work hands-on with a D365 customer service application.
- Professionals seeking to take the MB-230 certification exam.
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.
This course will help you to prepare for the MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant certification exam.
During this course, you will explore tools such as automatic case creation and queue management, which free up your time and enable you to dedicate it where you can have a greater impact, directly with your customers.
- You will discover key insights learned through data analysis that help you to resolve similar cases faster or avoid new issues altogether.
- You will learn to how to identify common customer service scenarios.
- You will learn how to create cases to interact with customers to resolve different cases.
When you take this course, you will also get information and guidance on the Microsoft certification process, knowledge checks and practice questions, and useful tips on how to pass the exam.