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Microsoft Dynamics 365 Customer Service
Schedule
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Course Details
Microsoft Dynamics 365 Customer Service
Course code: MB230
Duration: 1 Day
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.
Course Description:
Microsoft Dynamics 365 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.
Intended 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.
Course Outline:
Module 1: 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
Module 2: Case Management
• Lesson 1: Case management overview
• Lesson 2: Creating case records
• Lesson 3: Queue management
• Lesson 4: Case routing
• Lesson 5: Resolving cases
Module 3: Service Level Agreements and Entitlements
• Lesson 1: SLA and entitlement overview
• Lesson 2: Create and manage entitlements
• Lesson 3: Create and manage SLAs
Module 4: Knowledge Management
• Lesson 1: Knowledge management overview
• Lesson 2: Authoring and organizing
• Lesson 3: Use knowledge content
• Lesson 4: Manage knowledge content
Module 5: Omnichannel
• Lesson 1: Get Started
• Lesson 2: Entity record routing
• Lesson 3: Routing and work distribution
• Lesson 4: Configure message channels
• Lesson 5: Deploy chat widgets
• Lesson 6: Create smart assist solutions
• Lesson 7: Integrate a Power Virtual Agents bot
• Lesson 8: Productivity tools
Module 6: Customer Service Scheduling
• Lesson 1: Getting Started with Customer Service Scheduling
• Lesson 2: Configure Customer Service Scheduling
• Lesson 3: Defining and working with bookable resources
• Lesson 4: Working with services
• Lesson 5: Working with fulfillment preferences
• Lesson 6: Scheduling service activities
• Lesson 7: Rescheduling service activities and substituting resources
Module 7: Connected Customer Service
• Lesson 1: Getting started with Connected Customer Service
• Lesson 2: Registering devices
• Lesson 3: Device management and interaction
Module 8: Customer Service Insights
• Lesson 1: Get started with Customer Service Insights
• Lesson 2: Work with Customer Service call insights