Microsoft Dynamics 365 Customer Service MB230 Overview

Course syllabus

Who it’s for

What’s included

FAQs

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
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Who should attend this Microsoft Dynamics 365 Customer Service MB230 Course?

The 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 Microsoft Dynamics 365 Customer Service MB230 Course

There are no formal prerequisites for this Microsoft Dynamics 365 Customer Service MB230 Course.

Microsoft Dynamics 365 Customer Service MB230 Course Overview

The 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.

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What’s included in this Microsoft Dynamics 365 Customer Service MB230 Course?

  • World-Class Training Sessions from Experienced Instructors 
  • Digital Delegate Pack

You’ll also get access to the MyTKA Training Portal, which will be your go to hub for all your training.
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.
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Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Microsoft Dynamics 365 Customer Service MB230. 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.

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

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

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Global Pool of the Best Trainers

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

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Expertise

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

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Global Reach

With classes running in all timezones, access any of our courses and course material from anywhere, anytime.

Master Microsoft Dynamics 365 Customer Service MB230 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.

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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.

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Engaging & Interactive Training

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

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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.

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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.

Experience the most sought-after learning style with The Knowledge Academy's Microsoft Dynamics 365 Customer Service MB230. 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 Microsoft Dynamics 365 Customer Service MB230 sessions.

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Highly experienced trainers

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

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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

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Small class sizes

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

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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 Microsoft Dynamics 365 Customer Service MB230 at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

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

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Maximise your training budget

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

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Team building opportunity

Our 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

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Monitor employees progress

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

Package deals for Microsoft Dynamics 365 Customer Service MB230

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

Microsoft Dynamics 365 Customer Service MB230 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 enrolling 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 the United Kingdom 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 Microsoft Dynamics 365 Customer Service MB230 in the United Kingdom?

The training fees for Microsoft Dynamics 365 Customer Service MB230in the United Kingdom starts from £2995

Which is the best training institute/provider of Microsoft Dynamics 365 Customer Service MB230 in the United Kingdom?

The Knowledge Academy is the Leading global training provider for Microsoft Dynamics 365 Customer Service MB230.

What are the best Microsoft Dynamics 365 Training courses in the United Kingdom?

Please see our Microsoft Dynamics 365 Training courses available in the United Kingdom

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