MB-230T01 - Dynamics 365 for Customer Engagement for Customer Service

In this Dynamics 365 for Customer Engagement for Customer Service training class, students will learn to use tools such as automatic case creation and queue management to free time to dedicate it where a greater impact, directly with customers, can be made.

Location

Public Classes: Delivered live online via WebEx and guaranteed to run . Join from anywhere!

Private Classes: Delivered at your offices , or any other location of your choice.

Course Topics
  1. Learn to install and configure the customer service app.
  2. Learn to identify common customer service scenarios.
  3. Learn to complete a case resolution process.
  4. Learn to analyze customer service data.
  5. Learn to automate case management record processing.
  6. Learn to create and use knowledge articles.
  7. Learn to create and use entitlements and service level agreements .
Outline
  1. Customer Service Overview
    1. Create case records
    2. Related service apps
    3. Analytics for service
    4. AI for service
    5. Configuring customer service
    6. Module summary
  2. Case Management
    1. Case management overview
    2. Creating case records
    3. Queue management
    4. Case routing
    5. Resolving cases
    6. Module summary
  3. Service Level Agreements and Entitlements
    1. SLA and entitlement overview
    2. Create and manage entitlements
    3. Create and manage SLAs
    4. Module summary
  4. Knowledge Management
    1. Knowledge management overview
    2. Authoring and organizing
    3. Use knowledge content
    4. Manage knowledge content
    5. Module summary
Class Materials

Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.

Class Prerequisites

Experience in the following is required for this Dynamics class:

  • This 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.

Training for your Team

Length: 1 Day
  • Private Class for your Team
  • Online or On-location
  • Customizable
  • Expert Instructors

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NICE Systems
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