• MB-230: Microsoft Dynamics 365 Customer Service [MB-230T01-A] training including Exam Voucher

  • Group Training

    Achieve customer success leveraging the use of Dynamics 365 tools and techniques, to offer out of the box functionality!

    Training code
    CGAMB230CE
    Spoken Language
    English
    Language Materials
    English
    Dayparts
    6
    Price
    €1.550,00
    excl. VAT No extra costs.

    Book MB-230: Microsoft Dynamics 365 Customer Service [MB-230T01-A] training including Exam Voucher now

    This course will mostly take place in a group setting. We use several learning methods to help you obtain the knowledge, give you helpful insights and get you inspired. Check the Spoken Language on the left for language info.

    This course currently isn't planned. Please fill in your contact details below and we'll get in touch with you within two working days.

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    What is MB-230: Microsoft Dynamics 365 Customer Service [MB-230T01-A] including Exam Voucher

    A Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.
    A Dynamics 365 Customer Service Functional Consultant implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. The Functional Consultant collaborates with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.
    A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The Functional Consultant with customer service expertise must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, and Omnichannel for Customer Service. The Functional Consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.
    This course uses MOC (Microsoft Official Courseware) and will be given by an experienced MCT (Microsoft Certified Trainer).
    See the below modules for more information:
    Module 1: 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.
    Lessons

    • Create case records
    • Related service apps
    • Analytics for service
    • AI for service
    • Configuring customer service

    Module 2: Case Management
    In this module you will learn how to open and resolve customer service cases, both manually and with automation.
    Lessons

    • Case management overview
    • Creating case records
    • Queue management
    • Case routing
    • Resolving cases

    Module 3: 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.
    Lessons

    • SLA and entitlement overview
    • Create and manage entitlements
    • Create and manage SLAs

    Module 4: Knowledge Management
    In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.
    Lessons

    • Knowledge management overview
    • Authoring and organizing
    • Use knowledge content
    • Manage knowledge content

    Module 5: Omnichannel
    In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.
    Lessons

    • Get Started
    • Entity record routing
    • Routing and work distribution
    • Configure message channels
    • Deploy chat widgets
    • Create smart assist solutions
    • Integrate a Power Virtual Agents bot
    • Productivity tools

    Module 6: Customer Service Scheduling
    In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service
    Lessons

    • Getting Started with Customer Service Scheduling
    • Configure Customer Service Scheduling
    • Defining and working with bookable resources
    • Working with services
    • Working with fulfillment preferences
    • Scheduling service activities
    • Rescheduling service activities and substituting resources

    Module 7: Connected Customer Service
    In this module, you will learn how to use Dynamics 365 Connected Customer Service to take data and help execute actual business actions on the data.
    Lessons

    • Getting started with Connected Customer Service
    • Registering devices
    • Device management and interaction
    • IoT alerts and sending commands

    Module 8: Customer Service Insights
    In this module, you will learn how to work with Customer Service Insights to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
    Lessons

    • Get started with Customer Service Insights
    • Work with Customer Service call insights
     
     

    Who should attend MB-230: Microsoft Dynamics 365 Customer Service [MB-230T01-A] including Exam Voucher

    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.
    Also, you will receive an Exam Voucher. Enlist today!

    Prerequisites

    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.

    Objectives

    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
    • Work with Omnichannel
    • Work with Connected Customer Service
    • Work with Customer Service Scheduling
    • Work with Customer Service Insights
     
    Incompany

    Achieve customer success leveraging the use of Dynamics 365 tools and techniques, to offer out of the box functionality!

    Training code
    CGAMB230CE
    Spoken Language
    English
    Language Materials
    English
    Dayparts
    6
    Price
    €1.550,00
    excl. VAT No extra costs.

    With an Incompany training you have several advantages:

    - You choose the location
    - You experience the training with your colleagues, so it is always in line with your practice
    - The trainer can tailor explanations, examples and assignments to your organization
    - In consultation exercises can be adapted to organization-specific questions

    Request more information or a quote.

     

    What is MB-230: Microsoft Dynamics 365 Customer Service [MB-230T01-A] including Exam Voucher

    A Dynamics 365 Customer Service Functional Consultant is responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.
    A Dynamics 365 Customer Service Functional Consultant implements and designs service management visualizations and reports provided by and in collaboration with the solution architect. The Functional Consultant collaborates with the customer engagement administrator to implement and upgrade Power Platform components, including knowledge management, customer feedback, and connected services.
    A Dynamics 365 Customer Service Functional Consultant must have strong applied knowledge of customer service, including: understanding industry terminology, priorities, standards, methodologies, customer service operations, and best practices. The Functional Consultant with customer service expertise must have strong applied knowledge of meeting user needs through Dynamics 365 customer service, including in-depth understanding of cases, knowledge management, queues, entitlements, resource scheduling, Service Level Agreements (SLAs), visualizations, connected services, Customer Service Insights, Power Virtual Agents, and Omnichannel for Customer Service. The Functional Consultant's knowledge should include a comprehensive understanding of the customer service application's role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.
    This course uses MOC (Microsoft Official Courseware) and will be given by an experienced MCT (Microsoft Certified Trainer).
    See the below modules for more information:
    Module 1: 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.
    Lessons

    • Create case records
    • Related service apps
    • Analytics for service
    • AI for service
    • Configuring customer service

    Module 2: Case Management
    In this module you will learn how to open and resolve customer service cases, both manually and with automation.
    Lessons

    • Case management overview
    • Creating case records
    • Queue management
    • Case routing
    • Resolving cases

    Module 3: 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.
    Lessons

    • SLA and entitlement overview
    • Create and manage entitlements
    • Create and manage SLAs

    Module 4: Knowledge Management
    In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.
    Lessons

    • Knowledge management overview
    • Authoring and organizing
    • Use knowledge content
    • Manage knowledge content

    Module 5: Omnichannel
    In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.
    Lessons

    • Get Started
    • Entity record routing
    • Routing and work distribution
    • Configure message channels
    • Deploy chat widgets
    • Create smart assist solutions
    • Integrate a Power Virtual Agents bot
    • Productivity tools

    Module 6: Customer Service Scheduling
    In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service
    Lessons

    • Getting Started with Customer Service Scheduling
    • Configure Customer Service Scheduling
    • Defining and working with bookable resources
    • Working with services
    • Working with fulfillment preferences
    • Scheduling service activities
    • Rescheduling service activities and substituting resources

    Module 7: Connected Customer Service
    In this module, you will learn how to use Dynamics 365 Connected Customer Service to take data and help execute actual business actions on the data.
    Lessons

    • Getting started with Connected Customer Service
    • Registering devices
    • Device management and interaction
    • IoT alerts and sending commands

    Module 8: Customer Service Insights
    In this module, you will learn how to work with Customer Service Insights to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
    Lessons

    • Get started with Customer Service Insights
    • Work with Customer Service call insights
     
     

    Who should attend MB-230: Microsoft Dynamics 365 Customer Service [MB-230T01-A] including Exam Voucher

    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.
    Also, you will receive an Exam Voucher. Enlist today!

    Prerequisites

    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.

    Objectives

    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
    • Work with Omnichannel
    • Work with Connected Customer Service
    • Work with Customer Service Scheduling
    • Work with Customer Service Insights
     
  • Related

    Fields of Expertise
    Microsoft
     
  • e-CF competences with this course

     

    At Capgemini Academy we believe in transparency and clarity in the training landscape. That is why, in the table below, we show you to which e-CF competence this training or certification contributes. For more information about how to use the e-Competence Framework read more here. If you want to know how you can apply the e-CF within your organization, read more on this page.

    e-Competence Level12345
    A.10.User Experience     
    A.9.Innovating     
    A.6.Application Design     
    A.7.Technology Trend Monitoring