MB-230T01: Microsoft Dynamics 365 Customer Service Course Overview
The MB-230T01: Microsoft Dynamics 365 Customer Service Course Overview equips professionals with essential skills to enhance customer engagement and optimize service operations. Ideal for customer service managers, support agents, and IT professionals, this course empowers participants to leverage Dynamics 365 tools for improved customer satisfaction, streamlined processes, and effective problem resolution. Unlock your potential in customer service excellence.
Course outline & what you'll learn
- Introduction to Microsoft Dynamics 365 Customer Service
Overview of Dynamics 365 applications
- Customer service capabilities and features
- Setting Up Customer Service
- Configuring customer service settings
- Managing service management
- Case Management
- Creating and managing cases
- Automating case routing
- Service Level Agreements (SLAs)
- Understanding SLAs and metrics
- Configuring SLAs for case management
- Knowledge Management
- Creating and managing knowledge articles
- Using knowledge base for self-service
- Unified Service Desk
- Introduction to Unified Service Desk
- Configuring the Unified Service Desk for customer service scenarios
- Customer Insights
- Utilizing customer insights and analytics
- Leveraging data for improved customer service
- Omnichannel Engagement
- Implementing omnichannel capabilities
- Managing customer interactions across multiple channels
- Reporting and Analytics
- Creating reports and dashboards
- Analyzing customer service performance metrics
- Integration with Other Dynamics 365 Applications
Overview of integration capabilities
- Enhancing customer service through other applications
- Best Practices and Real-World Scenarios
- Discussing industry best practices
- Case studies and practical applications
Why train with Traincrest
This Microsoft course is delivered by Traincrest's certified instructors, live online or in the classroom, with hands-on labs and a 98% exam success rate. Trusted by 500+ companies and 50,000+ students worldwide.