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Duration: 4 Days (32 Hours)

Duration: 4 Days (32 Hours)

MB 230 : Microsoft Dynamics 365 Customer Service Course Overview:

The MB 230: Microsoft Dynamics 365 Customer Service course provides organizations with the opportunity to achieve customer success by leveraging the powerful features of Dynamics 365 Customer Service. By utilizing tools such as automatic case creation and queue management, professionals can optimize their time and focus on directly engaging with customers, making a greater impact.
Join our team of globally recognized experts as they guide you through the entire customer service process, starting from creating cases and managing queues to effectively interacting with customers and resolving their issues. By efficiently resolving cases, you can learn from data analysis to identify key details and patterns, enabling you to handle similar cases more efficiently in the future and even prevent new issues from arising.
This course is designed for professionals in customer service and support roles who want to enhance their skills and maximize the benefits of Dynamics 365 Customer Service. By completing this course, you will gain the knowledge and expertise needed to deliver exceptional customer service and drive customer satisfaction in your organization.

Audience Profile

A Dynamics 365 Customer Engagement Functional Consultant plays a crucial role in implementing and configuring solutions that enhance customer engagement and drive business success. This consultant is responsible for conducting thorough discovery sessions to understand the organization’s requirements, engaging with subject matter experts and stakeholders to gather necessary information, and translating these requirements into actionable configurations.
Using their expertise in Dynamics 365 Customer Engagement, the Functional Consultant configures the solution by leveraging the platform’s out-of-the-box capabilities, codeless extensibility options, and integrating various applications and services. They ensure that the implemented solution aligns with the organization’s specific needs and goals, enabling effective customer engagement and relationship management.

Job role: Functional Consultant

Benefits of taking MB 230 : Microsoft Dynamics 365 Customer Service Training

Here are some of the benefits of taking MB-230: Microsoft Dynamics 365 Customer Service Training:

Enhanced Career Prospects

  • Expand your career options: Gaining the MB-230 certification opens doors to a wider range of employment opportunities in customer service, customer relationship management (CRM), and support domains.
  • Increase your earning potential: Certified professionals with MB-230 credentials often command higher salaries compared to their non-certified counterparts.
  • Stand out in the job market: Differentiate yourself from competitors by demonstrating your expertise in Microsoft Dynamics 365 Customer Service and its application in real-world customer service scenarios.

Enhanced Professional Competence

  • Develop practical skills: Acquire hands-on proficiency in configuring, customizing, and managing Microsoft Dynamics 365 Customer Service to provide exceptional customer support.
  • Gain in-depth knowledge: Expand your understanding of case management, knowledge management, entitlements, service-level agreements (SLAs), scheduling, multi-session experiences, analytics, and Microsoft Power Platform integration within Microsoft Dynamics 365 Customer Service.
  • Become a customer service expert: Equip yourself with the expertise to design, implement, and manage customer service solutions that enhance customer satisfaction and loyalty.

Enhanced Business Value

  • Improve customer satisfaction: Contribute to improved customer satisfaction ratings and reduced churn by providing efficient, personalized, and proactive customer support.
  • Streamline customer service processes: Automate repetitive customer service tasks, eliminate manual workarounds, and streamline customer service processes to enhance efficiency and reduce costs.
  • Gain insights into customer needs: Leverage data analytics and reporting tools in Microsoft Dynamics 365 Customer Service to gain deeper insights into customer needs, preferences, and feedback.
  • Make informed customer service decisions: Utilize data-driven insights to make informed decisions about customer service strategies, resource allocation, and process improvement.
  • Enhance customer loyalty: Foster stronger customer relationships and loyalty by providing exceptional customer service experiences through Microsoft Dynamics 365 Customer Service.

Overall, taking MB-230: Microsoft Dynamics 365 Customer Service Training can significantly enhance your career prospects, professional competence, and the value you bring to your organization’s customer service operations.

Get started with Dynamics 365 Customer Service
  • Learn about the pieces of Dynamics 365 Customer Service
  • Learn how to optimize Dynamics 365 Customer Service to improve your customer relations
  • Examine the case resolution process in Dynamics 365 from beginning to end
  • Identify the different options that are available for creating and defining cases
  • Use business process flows to guide agents through case resolution
  • Review when and how parent/child cases are used
  • Identify when similar cases should be merged
  • Work with case status reason transitions, and configure custom status transitions
  • Identify the different types of Microsoft Dynamics 365 queues that are available
  • Create a queue, and define queue members
  • Assign, pick, and release queue items
  • Define routing rule sets to move items to specific queues
  • Set up other Dynamics 365 tables so that they can be used with queues
  • Learn about automatic record creation and review instances where you can use it.
  • Review the process of defining rules by using the Customer Service Hub app.
  • Examine rule items, how they’re used within a rule, and the process for defining them within a rule.
  • Learn how to use Microsoft Power Automate to create the record in the application.
  • Learn how to configure the Power Automate flow to map a contact manually.
  • Examine how to use the activity monitor to review the status of rules that are being processed.
  • Learn about basic routing.
  • Set up unified routing.
  • Create and manage user setup.
  • Learn about queues and workstreams.
  • Create and define entitlement records
  • Control when an entitlement is applied
  • Define specific entitlement terms and supported channels
  • Define entitlements that are product-specific or contact-specific
  • Work with multiple entitlement records for a specific customer
  • Use entitlement templates to quickly create new entitlements
  • Identify scenarios where knowledge articles can be used
  • Create and define knowledge articles in Dynamics 365
  • Manage the knowledge article lifecycle
  • Control article version, translation, and publishing options
  • Configure Dynamics 365 Entities for use with Knowledge Management
  • Define and control Article display options on entities
  • Search for and use Articles to resolve Dynamics 365 cases
  • View and manage Knowledge Article Analytics
  • Learn about Dynamics 365 Customer Voice and how it can benefit an organization.
  • Create your first project.
  • Discover the high-level features and functionality of a project.
  • Create your first survey with a theme and custom branding.
  • Learn when to use branching rules to guide respondents through a survey.
  • Personalize surveys with variables.
  • Learn how to create email templates to send from Dynamics 365 Customer Voice.
  • Learn how to email surveys directly from Dynamics 365 Customer Voice.
  • Discover the different methods of sending surveys, including with direct links and QR codes.
  • Send survey reminders and learn how to interpret the survey distribution report.
  • Learn about the role that Power Automate plays when you are setting up projects and surveys in Dynamics 365 Customer Voice.
  • Discover the purpose of using variables to further customize surveys.
  • Create a flow in Power Automate to create and send survey invitations to customers.
  • Get started with Customer Service scheduling.
  • Learn how to set up Customer Service scheduling.
  • Discover how to define resources.
  • Learn how to define services.
  • Discover how to configure fulfillment preferences.
  • Learn how to create and schedule service activities.
  • View and edit records.
  • Work with cases.
  • Learn about agent experience profiles, when they’re available, and how to access them.
  • Create custom profiles with the user interface.
  • Define which channels and productivity features are available within a profile.
  • Configure session templates.
  • Create application tab templates.
  • Create notification templates and use notification fields.
  • Review associate session and notification templates with workstreams.
  • Learn about agent experience and managing sessions.
  • Work with conversations and customer summaries.
  • Set up the components that are involved in classification and assignment of work items.
  • Classify work items and route work to employees.
  • Set up queues to distribute work.
  • Run diagnostics.
  • Configure an SMS channel.
  • Configure phone numbers and messaging accounts such as TeleSign and Twilio.
  • Configure SMS workstream and workstream options.
  • Route SMS conversations.
  • Set up additional settings.
  • Create a chat channel.
  • Allow chat transcripts and file downloads.
  • Work with pre-chat and post-chat surveys.
  • Embed a chat widget in a portal.
  • Write adaptive cards that render content for a smart assist bot.
  • Build a smart assist bot.
  • Create a bot user.
  • Add a smart assist bot to a workstream.
  • Enable the Productivity pane.
  • Learn about Customer Service Insights and what it can provide for an organization.
  • Examine how to configure Customer Service Insights for your organization.
  • Learn about installing Power BI app for Customer Service Insights to gain insights.
  • Discover the different dashboards that are available.
  • Review the data reporting and visualization options in Dynamics 365 Customer Service.
  • Discover how to create charts.
  • Learn how to use and create tier 1 and tier 2 interactive dashboards.
  • Discover how to use Microsoft Power BI to view Dynamics 365 Customer Service data.
  • Learn about the Connected Customer Service Add-in for Microsoft Dynamics 365.
  • Choose a deployment type.
  • Install the Connected Customer Service Add-in.
  • Learn about customer assets and IoT alerts.
  • Learn how to register IoT devices.
  • Discover how to create IoT alerts and convert alerts to cases.
  • Learn about the required security roles for Connected Customer Service.
  • Discover how to manage interactions with IoT devices.
  • Learn about sending commands to IoT devices.
  • Learn how you can use Microsoft Power Platform to customize Dynamics 365 Customer Service.
  • Learn how to create apps from Microsoft Power Apps for Customer Service.
  • Learn how to deploy a self-service portal for Customer Service.
  • Discover how to customize case management.
  • Create an Azure Active Directory application.
  • Configure the Power Virtual Agents bot.
  • Configure Omnichannel for Customer Service.

MB 230 : Microsoft Dynamics 365 Customer Service Course 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

Q: What is MB-230T01: Microsoft Dynamics 365 Customer Service?

A: MB 230 is a training program offered by Microsoft that focuses on providing individuals with the knowledge and skills required to effectively use Microsoft Dynamics 365 Customer Service. This training covers various aspects of customer service management and equips participants with the tools to deliver exceptional customer experiences using Dynamics 365 Customer Service.

A: The MB 230 training program is designed for customer service professionals, support agents, and individuals interested in learning how to leverage Microsoft Dynamics 365 Customer Service to optimize their customer service operations. Whether you are new to Dynamics 365 Customer Service or have some experience, this training will help you gain a deeper understanding of the customer service capabilities of the platform.

A: The training covers a range of topics, including:

  • Introduction to Dynamics 365 Customer Service
  • Case management and queues
  • Knowledge base management
  • Service level agreements and entitlements
  • Omnichannel engagement
  • Voice of the Customer surveys

A: The MB230 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

A: By completing this training program, you will:

  • Gain a comprehensive understanding of Microsoft Dynamics 365 Customer Service and its capabilities.
  • Learn how to effectively manage customer cases and queues using Dynamics 365 Customer Service.
  • Enhance your knowledge base management skills to provide accurate and timely information to customers.
  • Acquire knowledge of service level agreements and entitlements to ensure consistent customer service.
  • Understand how to engage customers across multiple channels using omnichannel capabilities.
  • Learn how to gather feedback and insights through Voice of the Customer surveys.

A: The MB 230 training can be delivered through various methods, including in-person instructor-led training, virtual instructor-led training.

A: Yes, after completing the MB 230 training, you have the option to take the Microsoft certification exam MB 230: Microsoft Dynamics 365 Customer Service. This exam validates your knowledge and skills in using Dynamics 365 Customer Service for customer service management. However, passing the exam is not mandatory to complete the training program.

A: Yes, upon passing the MB 230 certification exam, you will earn the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification. This certification demonstrates your expertise in Dynamics 365 Customer Service and validates your ability to deliver exceptional customer experiences.

A: The duration of the training program can vary depending on the delivery method and the depth of coverage. In-person or virtual instructor-led training programs may span several days, covering the comprehensive content.

A: To enroll in the MB 230 training program, click Enroll Now button, we will provide you with information on available training options, schedules, and enrollment procedures

Discover the perfect fit for your learning journey

Choose Learning Modality

Live Online

  • Convenience
  • Cost-effective
  • Self-paced learning
  • Scalability

Classroom

  • Interaction and collaboration
  • Networking opportunities
  • Real-time feedback
  • Personal attention

Onsite

  • Familiar environment
  • Confidentiality
  • Team building
  • Immediate application

Training Exclusives

This course comes with following benefits:

  • Practice Labs.
  • Get Trained by Microsoft Certified Trainers (MCT).
  • Access to the recordings of your class sessions for 90 days.
  • Digital courseware
  • Experience 24*7 learner support.

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