MB-230T01: Microsoft Dynamics 365 Customer Service
About Course
The MB-230T01: Microsoft Dynamics 365 Customer Service course is an in-depth training designed to provide learners with the knowledge and skills necessary to effectively use and customize the Dynamics 365 Customer Service application. This course covers a wide range of topics, including an overview of customer service, case management, service level management, knowledge management, omnichannel engagement, unified routing, customer service scheduling, connected customer service, customer service insights, and the use of Power Platform to extend customer service capabilities.Learners will gain expertise in managing cases, working with entitlements and service level agreements (SLAs), and utilizing knowledge management to provide efficient customer support. The course also introduces Omnichannel for Dynamics 365 Customer Service, enhancing customer engagement across different channels. Additionally, students will learn how to schedule services, use Customer Voice to create surveys, and derive analytics and insights from customer interaction data.By the end of the course, participants will have a comprehensive understanding of how to optimize the customer service module within Dynamics 365 to improve customer satisfaction and service efficiency. This knowledge will help them in configuring customer service solutions, analyzing service-related data, and ultimately delivering exceptional customer experiences.
