Implement Customer Service Solutions Using Microsoft Dynamics 365 Customer Service MB230 in Gaborone

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Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course

Gaborone

Implement Customer Service Solutions Using Microsoft Dynamics 365 Customer Service MB230 Course in Gaborone builds skills to manage customer support using Dynamics 365. This course develops an understanding of case handling, queues, service tools, and workflows to deliver efficient and responsive customer service.

Install and configure the customer service app.
Identify common customer service scenarios.
Complete a case resolution process.

Dates & Prices

Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course Overview

Course syllabus

Who it’s for

What’s included

FAQs

Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course Outline

Within this training course you will learn the following modules:

Module 1: Get Started with Dynamics 365 Customer Service

Introducing Dynamics 365 Customer Service
Customer Service Core Components
Understand the Modern Customer Journey

Module 2: Managing Cases with Dynamics 365 Customer Service Hub

Case Management Overview
Case Creation and Lifecycle
Considerations for Case Creation Automation
Exercise - Create and Resolve Cases
Case Management Scenarios
Case Management Dashboard Scenarios
Case Management Work with Cases Scenarios
Work with Status Reason Transitions
Exercise - Manage Cases in Microsoft Dynamics 365

Module 3: Use Microsoft Dynamics 365 Customer Service Queues to Manage Case Workloads

Introduction to Microsoft Dynamics 365 Queues
Configure Tables for Queues
Create a Microsoft Dynamics 365 Queue
Work with Queues
Exercise - Use Queues to Manage Case Workloads
Routing Rule Sets
Exercise - Use Routing Rules to Assign Cases to Specific Queues

Module 4: Create or Update Records Automatically in Customer Service Hub

Introduction
Set Up Rules to Create or Update Records Automatically
Configure Rules for Creating or Updating Records Automatically
Map Records Manually with Power Automate
Complete and Activate your Rule
Use the Activity Monitor to Review and Track Rules

Module 5: Get Started with Unified Routing for Dynamics 365 Customer Service

Introduction
Route Cases by Using Basic Routing Rule Sets
Set Up Unified Routing
Create and Manage Users
Create and Manage Queues for Unified Routing
Set Up Workstreams for Record Routing

Module 6: Create and Manage Entitlements in Dynamics 365 Customer Service

Overview of Entitlements
Create Entitlement Records
Work with Entitlement Channels
Other Considerations
Exercise - Manage Support Contracts by Using Entitlements
Define Entitlement Templates

Module 7: Create Knowledge Management Solutions in Dynamics 365 Customer Service

Knowledge Management Overview
Create and Define Knowledge Articles
Knowledge Article Lifecycle
Manage Knowledge Article Versions, Categories, and Translations
Knowledge Article Publication
Exercise - Create and Maintain Knowledge Articles

Module 8: Use Knowledge Articles to Resolve Dynamics 365 Customer Service Cases

Knowledge Article and Case Resolution Overview
Enable and Configure Entities for Knowledge Search
Configure Article Search and Display Options
Search for Knowledge Articles
Exercise - Resolve Microsoft Dynamics 365 Cases by Using Knowledge Articles
Article Analytics

Module 9: Create a Survey Project with Dynamics 365 Customer Voice

Introduction
Dynamics 365 Customer Voice
Projects in Dynamics 365 Customer Voice
Create Your First Project
Exercise - Create a Basic Project

Module 10: Create Customer Surveys with Dynamics 365 Customer Voice

Introduction
Survey Headers and Branding
Add Branching Logic to Surveys
Personalise a Survey with Variables
Add Satisfaction Metrics to a Survey and Project
Add Multiple Languages for your Surveys
Exercise - Create a Basic Survey

Module 11: Send Dynamics 365 Customer Voice Surveys

Introduction
Create and Personalise Email Templates
Translate Email Templates into Other Languages
Email a Survey
Upload CSV Files
Use Links and QR Codes
Analyse Survey Reports
Exercise - Create an Email Template

Module 12: Automate Dynamics 365 Customer Voice Surveys with Power Automate

Introduction
Send a Survey with Power Automate
Create an Invitation
Expand Variables to Further Customise Surveys
Use the Locale Variable for Multilingual Surveys
Use Variables for Follow-Up Actions
Exercise – Create a Survey Invitation

Module 13: Set up Customer Service Scheduling

Introduction
Set Up Service Scheduling
Define Resources

Module 14: Schedule Services with Customer Service Scheduling

Introduction
Set Up Fulfillment Preferences
Create Service Activities
Schedule Service Activities

Module 15: Enhance Agent Productivity with Customer Services Workspace

Introduction
Explore the Customer Service Workspace User Interface
View and Edit Records
Work with Case Records
Use the Productivity Pane in Customer Service Workspace

Module 16: Create Custom Experiences for Agents with Agent Experience Profiles in Customer Service

Introduction
Create and Use Agent Experience Profiles to Manage Apps
Application Tab Templates
Session Templates
Manage Notification Settings and Templates
Use Templates in Workstreams

Module 17: Getting Started with Omnichannel for Customer Service

Introduction to Omnichannel for Customer Service
Use the Agent Interface
Manage Sessions and Work with Applications
Work with Conversations
Work with Customer Information
Helping an Agent's Productivity
Helping an Agent's Productivity

Module 18: Route and Distribute Work with Unified Routing in Dynamics 365 Customer Service

Introduction
Set Up Work Classification
Route Items to Queues
Set Up Work Assignments in Queues
Get Started with Intelligent Routing
Diagnostics

Module 19: Deploy an SMS Channel in Omnichannel for Dynamics 365 Customer Service

Introduction
Configure Phone Numbers and Messaging Accounts
Configure SMS Workstream
Configure SMS Workstream Options
Route SMS Conversations
Configure Additional Settings

Module 20: Deploy Chat Widgets with Omnichannel for Dynamics 365 Customer Service

Introduction to Chat Channels
Set Up a Workstream for Chat
Create a Chat Channel
Allow Chat Transcripts and File Downloads
Work with Prechat and Post-Chat Surveys
Embed a Chat Widget in a Portal
Use Proactive Chat

Module 21: Create Smart Assist Solutions in Omnichannel for Dynamics 365 Customer Service

Introduction
Work with Microsoft Adaptive Cards
Build a Smart Assist Bot
Integrate a Smart Assist Bot with Omnichannel for Customer Service

Module 22: Get Started with Customer Service Insights

Introduction to Customer Service Insights
Configure Customer Service Insights
Use Customer Service Analytics Dashboards in Power BI
Discover Customer Service Insights Dashboards
Discover Knowledge Search Analytics

Module 23: Create Visualisations for Dynamics 365 Customer Service

Introduction
Create and Use Charts
Create Dashboards for Customer Service
Use Power BI to View Customer Service Data

Module 24: Get Started with Connected Customer Service for Dynamics 365 and Azure IoT

Introduction
Choose a Deployment Type
Install Connected Customer Service
Customer Assets and Iot Alerts

Module 25: Register and Manage Devices with Connected Customer Service for Dynamics 365 and Azure IoT

Introduction
Generate Alerts from Iot Devices
Device Management and Interaction
Create and Send Commands to Iot Devices

Module 26: Create Custom Apps for Dynamics 365 Customer Service

Introduction
Create Power Apps for Dynamics 365 Customer Service
Deploy a Self-Service Portal for Customer Service
Customise Case Management

Module 27: Integrate a Power Virtual Agents bot with Omnichannel for Customer Service

Introduction
Create an Azure Active Directory application
Configure the Power Virtual Agents bot
Configure Omnichannel for Customer Service

Who should attend this Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230?

The Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course is designed to equip professionals with the knowledge and skills required to utilise the Customer Service capabilities of the Dynamics 365 Customer Service application. It is particularly beneficial for Functional Consultants, alongside professionals such as:

Customer Service Managers
Help Desk Managers
Contact Center Managers
CRM Implementation Consultants
CRM Project Managers
IT Managers
Consultants

Prerequisites of the Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230

There are no formal prerequisites for this Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230.

Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Overview

The Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course offers comprehensive training on utilising Dynamics 365 for customer service management. It covers essential concepts, tools, and techniques for delivering exceptional customer service experiences and building lasting customer relationships.

Customer service, support, and helpdesk professionals must master Dynamics 365 Customer Service to enhance service efficiency and boost customer satisfaction. Proficiency in Dynamics 365 Customer Service enables them to streamline processes, resolve issues promptly, and deliver exceptional support experiences, fostering stronger relationships with customers and improving business outcomes.

This 3-day training by the Knowledge Academy equips delegates with practical skills and knowledge in utilising Dynamics 365 for Customer Service. Through interactive sessions and real-world examples, participants will learn to manage cases, resolve customer issues, and deliver personalised support.

Course Objectives

To understand the key features and functionalities of Dynamics 365 for Customer Service
To learn to manage cases and queues efficiently using Dynamics 365
To explore knowledge management and self-service options for customers
To gain insights into service analytics and reporting capabilities
To prepare for the Microsoft Dynamics 365 Customer Service certification exam

Upon completion, participants will be proficient in leveraging Dynamics 365 for Customer Service to deliver superior support experiences, enhance customer satisfaction, and drive business success.

What’s included in this Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course?

World-Class Training Sessions from Experienced Instructors
Digital Delegate Pack

Hands-On Labs: Included as part of our online instructor-led delivery, these labs provide real-world exercises in a simulated environment guided by expert instructors to enhance your practical skills.

Train Your Workforce

Looking for Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course in-house or onsite training in Gaborone? We specialise in corporate group training and bulk bookings for organisations of all sizes in Gaborone. Our trainers deliver tailored sessions at your premises, online, or hybrid, with best price guarantee, group discounts and flexible scheduling to train your team.

Our Gaborone venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Gaborone is the capital city of Botswana with a population of around 230,000 inhabitants. The city has around 10% of the country’s population. Gaborone is situated in the south-western corner of Botswana on the Notwana River. The city is the economic capital of the country with a plethora of companies in the stock exchange.The city has over a population of 70% who have gained a secondary level education with around 2% never attending a school. Gaborone has private and public schools including Westwood International School, Maru-a-Pula School and Legae Academy.Gaborone is home to The University of Botswana with over 15,000 students and 2,000 staff members. The university has six faculties including education, engineering, humanities and social sciences. The university has a collaboration with the University of Melbourne.

Ways to take Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course in Gaborone

Online Instructor-Led Learning

Online Self-Paced Learning

Onsite Learning

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Live classes

Join a scheduled class with a live instructor and other delegates.

Interactive

Engage in activities, and communicate with your trainer and peers.

Global Pool of the Best Trainers

We handpick from a global pool of expert trainers for our Online Instructor-led courses.

Expertise

With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.

Scalable Training Delivery

Access Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course in Gaborone delivered by one of the largest training providers, with scalable instructor-led classes, accessible worldwide.

Master Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course with a flexible yet structured approach that combines live, expert-led sessions and self-paced study. With Weekly one-to-one tutor support and consistently high pass rates, you’ll receive tailored guidance and achieve real results.

Structured Yet Flexible Learning

Take part in scheduled, instructor-led sessions with real-time feedback, while enjoying the freedom to study independently. Interactive resources and progress tracking tools help you stay motivated and on target.

Engaging & Interactive Training

Join dynamic live sessions featuring discussions, practical activities, and peer collaboration. Learn from Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course industry experts and reinforce your knowledge with self-paced modules—plus, connect with professionals in your field.

Expert-Led Course

Gain valuable insight from experienced trainers during live sessions, and revisit course materials anytime to deepen your understanding. This method offers the ideal balance between expert guidance and independent learning.

Global Training Accessibility

Access top-quality training across time zones—anytime, anywhere. Whether at home or on the go, our expert-led sessions and flexible study materials support your goals, and help you on the journey towards the certification.

Learn Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course through The Knowledge Academy’s Online Self-Paced Learning. This flexible and structured format supports your training goals and enables every professional to build skills with confidence.

Flexible Learning

Access Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course resources 24/7 to maintain steady progress, complete regular assessments or tasks, and upskill effectively alongside work commitments.

Expert-Developed Content

Our Online Course content is designed by experienced trainers to ensure accuracy, relevance, and practical value.

Global Training Provider

Access Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course in Gaborone from a trusted global training provider delivering consistent learning to professionals worldwide.

Cost-Effective Training

Benefit from the cost-effective Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course that delivers high-quality course content without compromising learning outcomes.

Interactive LMS

Track performance, download resources, and receive AI-enabled support through The Knowledge Academy’s dedicated Learning Management System.

Experience the most sought-after learning style with The Knowledge Academy's Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course Course. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course sessions.

Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course Course at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

Team building opportunity

Our Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course Schedule in Gaborone

Online Instructor-Led

Online Self-Paced

Onsite

Package deals for Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course in Gaborone

Our training experts have compiled a range of course packages on a variety of categories in Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course, to boost your career. The packages consist of the best possible qualifications with Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course, and allows you to purchase multiple courses at a discounted rate.

Implement Customer Service Solutions Using Microsoft Dynamics 365 Customer Service MB230 in Gaborone FAQs

What is included in the course?

This course includes comprehensive learning materials, access to experienced trainers, practical exercises, and detailed insights into Microsoft Dynamics 365 Customer Service MB230. You’ll also benefit from hands-on activities to enhance your understanding of the platform.

How long until I receive the course confirmation details?

Course confirmation details are sent promptly after booking, within 24 hours. Our team ensures timely communication to keep your preparation on track.

How does the Microsoft Dynamics 365 Customer Service MB230 Certification enhance customer engagement skills?

This certification equips you with the expertise to manage customer interactions effectively, streamline service processes, and deliver personalised experiences that foster lasting relationships.

What career opportunities are available after earning the Microsoft Dynamics 365 Customer Service MB230 Certification?

This certification opens doors to roles such as Customer Service Specialist, CRM Administrator, and Dynamics 365 Consultant, significantly boosting career prospects in customer-focused and IT roles.

What industries benefit the most from the Microsoft Dynamics 365 Customer Service MB230 Certification?

Industries such as retail, finance, healthcare, and technology benefit greatly from this certification, as it enhances customer service capabilities and operational efficiency.

Are the Microsoft Dynamics 365 Customer Service MB230 courses suitable for beginners in CRM platforms?

Yes, this course is designed to accommodate learners at all levels, including those new to CRM platforms. It provides clear foundational knowledge while building advanced skills.

How do Microsoft Dynamics 365 Customer Service MB230 courses improve service delivery efficiency?

These courses teach best practices for automating workflows, resolving customer issues swiftly, and managing cases efficiently, leading to significant improvements in service delivery.

What tools are covered in Microsoft Dynamics 365 Customer Service MB230 Training?

The training covers key tools like case management, knowledge articles, service level agreements (SLAs), and AI-powered analytics to enhance customer service operations.

What topics are covered in Microsoft Dynamics 365 Customer Service MB230 Training?

The training includes case management, service-level agreements, omnichannel engagement, dashboards, and analytics. It also covers tools for improving efficiency and customer satisfaction.

What are the key benefits of Microsoft Dynamics 365 Customer Service MB230 Training for businesses?

Businesses gain improved service delivery, enhanced customer satisfaction, and the ability to provide personalised support using the latest CRM tools and best practices.

How does the Microsoft Dynamics 365 Customer Service MB230 Course help in understanding customer support processes?

The course offers an in-depth exploration of customer support workflows, from case creation to resolution, ensuring learners can streamline and optimise support operations.

What technical skills are required before joining in the Microsoft Dynamics 365 Customer Service MB230 Course?

Basic computer literacy and familiarity with Microsoft Office are beneficial but not mandatory. The course provides all the necessary guidance to get started.

Why choose The Knowledge Academy in Gaborone over others?

The Knowledge Academy stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking this certification.

What is the cost/training fees for Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course in Gaborone?

The training fees for Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course in Gaborone starts from $4495

Which is the best training institute/provider of Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course in Gaborone?

The Knowledge Academy is one of the Leading global training provider for Implement customer service solutions using Microsoft Dynamics 365 Customer Service MB230 Course.

What are the best Microsoft Dynamics 365 Training courses in Gaborone?

Please see our Microsoft Dynamics 365 Training courses available in Gaborone

Customers Reviews

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This trainer was very accommodating and patient

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Niket was great at relating the course topics/modules to the work that I do for my job at Taylormade Golf. It helped me learn very well.

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Great trainer and patient. Ability to answer questions to us

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Implement Customer Service Solutions Using Microsoft Dynamics 365 Customer Service MB230 Course in Botswana