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

Audience Profile

A 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. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

Prerequisites

This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 workload administrator certification paths.

Course Outline

Module 1: Customer Service Overview

Lessons

• Create case records

• Related service apps

• Analytics for service

• AI for service

• Configuring customer service

• Module summary

Module 2: Case Management

Lessons

• Case management overview

• Creating case records

• Queue management

• Case routing

• Resolving cases

• Module summary

Module 3: Service Level Agreements and Entitlements

Lessons

• SLA and entitlement overview

• Create and manage entitlements

• Create and manage SLAs

• Module summary

Module 4: Knowledge Management

Lessons

• Knowledge management overview

• Authoring and organizing

• Use knowledge content

• Manage knowledge content

• Module summary

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