Microsoft Private

Implement customer service solutions using Microsoft Dynamics 365 Customer Service (MB-230T01)

4 days
Dynamics 365Microsoft

Learn to configure Microsoft Dynamics 365 Customer Service, manage and route cases, use Copilot and Omnichannel, and analyze customer service data effectively.

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Course Overview

Microsoft Dynamics 365 Customer Service helps organizations streamline case management and give service representatives more time to focus on customers. This course covers configuring the application, managing cases and queues, using knowledge and service-level agreements, improving productivity with Copilot, and delivering support through Omnichannel.

Participants also explore Customer Voice, service scheduling, analytics, Connected Customer Service, and Power Platform capabilities used to automate and improve service operations. The course aligns with the responsibilities of a Dynamics 365 Customer Engagement functional consultant who translates business requirements into configured solutions using built-in features, codeless extensibility, and integrations.

Course Benefits

  • Configure Microsoft Dynamics 365 Customer Service and its core components.
  • Manage the complete case lifecycle in Customer Service Hub and Customer Service workspace.
  • Automate case creation, record processing, routing, and work assignment.
  • Configure queues, entitlements, service-level agreements, and knowledge management.
  • Use Copilot, productivity tools, and collaboration features to help resolve customer issues.
  • Configure Omnichannel voice, chat, SMS, and social messaging experiences.
  • Create, distribute, automate, and analyze Customer Voice surveys.
  • Configure customer service scheduling and resource management.
  • Analyze service operations with Customer Service Insights, dashboards, and Power BI.
  • Work with Connected Customer Service and Azure IoT devices.

Delivery Methods

Private Class
Delivered for your team at your site or online.

Microsoft Certified Partner

Webucator is a Microsoft Certified Partner. This class uses official Microsoft courseware and will be delivered by a Microsoft Certified Trainer (MCT).

Microsoft Certified Partner

Course Outline

  1. Get Started with Dynamics 365 Customer Service
    1. Dynamics 365 Customer Service overview
    2. Core Customer Service components
    3. The modern customer journey
  2. Manage Cases with Customer Service Hub
    1. Case management fundamentals
    2. Case creation and lifecycle
    3. Automated case creation considerations
    4. Creating and resolving cases
    5. Case management scenarios and dashboards
    6. Using Copilot to resolve customer issues
    7. Status reason transitions
  3. Manage Cases with Customer Service Workspace
    1. Customer Service workspace fundamentals
    2. Case creation and lifecycle
    3. Automated case creation
    4. Case management scenarios
    5. Using Copilot to resolve customer issues
  4. Manage Case Workloads with Customer Service Queues
    1. Dynamics 365 queues
    2. Configuring tables for queues
    3. Creating and working with queues
    4. Routing rule sets
  5. Collaborate in Dynamics 365 Customer Service
    1. Setting up Microsoft Teams chat
    2. Using embedded Teams chat
    3. Microsoft Teams meeting integration
    4. Setting up customer support swarming
    5. Using customer support swarming
  6. Configure Copilot in Dynamics 365 Customer Service
    1. Enabling Copilot
    2. Managing fields used in case summaries
    3. Customizing conversation summaries
    4. Displaying Copilot case summaries on custom forms
  7. Create or Update Records Automatically
    1. Setting up automatic record rules
    2. Configuring automatic record creation and updates
    3. Mapping records with Power Automate
    4. Completing and activating rules
    5. Monitoring and tracking rules
  8. Work with Service-Level Agreements
    1. Business closures and working hours
    2. Creating service-level agreements
    3. Defining SLA items and custom KPIs
    4. Managing SLAs
  9. Create and Manage Entitlements
    1. Entitlement fundamentals
    2. Creating entitlement records
    3. Entitlement channels
    4. Entitlement considerations
    5. Entitlement templates
  10. Create Knowledge Management Solutions
    1. Knowledge management fundamentals
    2. Creating knowledge articles
    3. The knowledge article lifecycle
    4. Versions, categories, and translations
    5. Publishing knowledge articles
  11. Search and Filter Knowledge Articles
    1. Knowledge article search filters
    2. External search providers
    3. Managing integrated search providers
    4. AI-generated keyword and description suggestions
    5. Knowledge article analytics
  12. Use Knowledge Articles to Resolve Cases
    1. Knowledge articles and case resolution
    2. Enabling tables for knowledge search
    3. Configuring search and display options
    4. Searching for articles in Customer Service Hub
    5. Article analytics
  13. Configure Agent Experience Profiles
    1. Managing applications with agent experience profiles
    2. Application tab templates
    3. Session templates
    4. Notification settings and templates
    5. Using templates in workstreams
  14. Improve Productivity with Customer Service Workspace
    1. Customer Service workspace interface
    2. Viewing and editing records
    3. Working with case records
    4. Using the Productivity pane
  15. Personalize Omnichannel for Customer Service
    1. Quick replies and personal quick replies
    2. Sound and missed-conversation notifications
    3. Automatic conversation assignment
    4. Sharing knowledge articles
  16. Improve Productivity in Customer Service Hub
    1. Configuring the timeline
    2. Using email
    3. Configuring email for service representatives
  17. Use Dynamics 365 Productivity Tools
    1. Macros
    2. Passing parameters through automation
    3. Agent scripts
    4. Smart assist
  18. Create Smart Assist Solutions
    1. Microsoft Adaptive Cards
    2. Building a smart assist bot
    3. Integrating smart assist with Contact Center
    4. Viewing AI-suggested cases and knowledge articles
  19. Get Started with Unified Routing
    1. Basic routing rule sets
    2. Setting up unified routing
    3. Managing users and queues
    4. Creating workstreams for record routing
  20. Route and Distribute Work with Unified Routing
    1. Work classification
    2. Routing items to queues
    3. Work assignment in queues
    4. Intelligent routing
    5. Routing diagnostics
  21. Use Skill-Based Routing
    1. Skill-rating models and skill types
    2. Assigning skills to representatives
    3. Skill-matching algorithms
    4. Attaching skills to work items
    5. Intelligent skill-finder models
  22. Configure Entity Record Routing
    1. Entity record routing
    2. Entity routing rule sets
    3. Route triggering
  23. Get Started with Omnichannel for Customer Service
    1. The representative interface
    2. Sessions and applications
    3. Customer conversations
    4. Reporting and analysis
    5. AI and productivity features
  24. Deploy Omnichannel Chat Widgets
    1. Chat workstreams and channels
    2. Chat transcripts and file downloads
    3. Prechat and post-chat surveys
    4. Embedding chat widgets in portals
    5. Proactive chat
  25. Deploy a Voice Channel
    1. Provisioning the Voice channel
    2. Voice queues and workstreams
    3. Call routing
    4. Making and receiving calls
    5. Historical analytics and call insights
  26. Deploy an SMS Channel
    1. Phone numbers and messaging accounts
    2. SMS workstreams and options
    3. Routing SMS conversations
    4. Additional SMS settings
  27. Deploy Social Messaging Channels
    1. Facebook
    2. LINE
    3. WhatsApp through Twilio
    4. WeChat
    5. Additional channel options
  28. Configure Apple Messages for Business and Google Business Messages
    1. Google Business Messages channels and workstreams
    2. Apple Messages for Business channels and workstreams
    3. Creating, publishing, and using rich messages
    4. Workstream associations
    5. Authentication settings
    6. Payment profiles
  29. Integrate Microsoft Copilot Studio with Omnichannel
    1. Creating a Microsoft Entra ID application
    2. Configuring the Copilot Studio copilot
    3. Configuring Omnichannel
    4. Configuring a post-call survey
  30. Create a Customer Voice Survey Project
    1. Dynamics 365 Customer Voice fundamentals
    2. Customer Voice projects
    3. Creating a project
  31. Create Customer Voice Surveys
    1. Survey headers and branding
    2. Branching logic
    3. Variables and personalization
    4. Satisfaction metrics
    5. Multilingual surveys
  32. Send Customer Voice Surveys
    1. Creating and translating email templates
    2. Emailing surveys
    3. Uploading CSV files
    4. Using links and QR codes
    5. Analyzing survey reports
  33. Automate Customer Voice Surveys with Power Automate
    1. Sending surveys with Power Automate
    2. Creating invitations
    3. Customizing surveys with variables
    4. Using locale variables
    5. Using variables in follow-up actions
  34. Embed Customer Voice Surveys in Websites
    1. Preparing surveys for websites
    2. Embedding surveys
    3. Using survey response context data
  35. Create Power BI Reports for Customer Voice
    1. Customer Voice Power BI templates
    2. Connecting Power BI to Customer Voice data
    3. Creating customized reports
    4. Calculating Net Promoter Score
  36. Set Up Customer Service Scheduling
    1. Configuring service scheduling
    2. Defining resources
    3. Defining facilities and sites
  37. Schedule Customer Services
    1. Fulfillment preferences
    2. Creating service activities
    3. Scheduling service activities
  38. Get Started with Customer Service Insights
    1. Configuring Customer Service Insights
    2. Customer Service Insights dashboards
    3. Knowledge search analytics
  39. Create Customer Service Visualizations
    1. Creating and using charts
    2. Creating Customer Service dashboards
    3. Historical analytics
    4. Viewing Customer Service data with Power BI
  40. Get Started with Connected Customer Service and Azure IoT
    1. Deployment
    2. Installation and setup
    3. Customer assets and IoT alerts
  41. Register and Manage Connected Devices
    1. Generating alerts from IoT devices
    2. Managing and interacting with devices
    3. Creating and sending device commands

Class Materials

Each student receives a comprehensive set of materials, including course notes and all class examples.

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