CoursesMB-230: Dynamics 365 for Customer Engagement for Customer ServiceLength: 1 Day Cost: $895 + GST Version: Business Applications (Dynamics and Power Platform)![]() ![]() ![]() Click on the dates to book online
Can't find a class in your area? Contact our sales team and request a class date. About this CourseMicrosoft 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 your time to dedicate it where you can have a greater impact, directly with your customers. AudienceA 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. Software Assurance VouchersYes - 1 day PrerequisitesThis 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 At Course CompletionAfter completing this course, you will be able to:
Course OutlineModule 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
After completing this module, students will be able to:
Module 2: Case Management In this module you will learn how to open and resolve customer service cases, both manually and with automation. Lessons
After completing this module, you will be able to:
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
After completing this module, you will be able to:
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
After completing this module, you will be able to: Create and manage knowledge content. |