MB-230T01-A | Microsoft Dynamics 365 Customer Service
 
Microsoft Dynamics 365 Customer Service offers any organization an opportunity for customer success.  Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases.  Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.
 
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 functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.
 
Course outline
Module 1: Get started with Dynamics 365 Customer Service
Module 2: Managing cases with Dynamics 365 Customer Service Hub
Module 3: Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
Module 4: Create or update records automatically in Customer Service Hub
Module 5: Get started with unified routing for Dynamics 365 Customer Service
Module 6: Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Module 7: Create knowledge management solutions in Dynamics 365 Customer Service
Module 8: Use knowledge articles to resolve Dynamics 365 Customer Service cases
Module 9: Create a survey project with Dynamics 365 Customer Voice
Module 10: Create customer surveys with Dynamics 365 Customer Voice
Module 11: Send Dynamics 365 Customer Voice surveys
Module 12: Automate Dynamics 365 Customer Voice surveys with Power Automate
Module 13: Set up Customer Service scheduling
Module 14: Schedule services with Customer Service scheduling
Module 15: Enhance agent productivity with Customer Service workspace
Module 16: Create custom experiences for agents with agent experience profiles in Customer Service
Module 17: Getting started with Omnichannel for Customer Service
Module 18: Route and distribute work with unified routing in Dynamics 365 Customer Service
Module 19: Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
Module 20: Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
Module 21: Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
Module 22: Get started with Customer Service Insights
Module 23: Create visualizations for Dynamics 365 Customer Service
Module 24: Get started with Connected Customer Service for Dynamics 365 and Azure IoT
Module 25: Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Module 26: Create custom apps for Dynamics 365 Customer Service
Module 27: Integrate a Power Virtual Agents bot with Omnichannel for Customer Service
 
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Debido a las constantes actualizaciones de los contenidos de los cursos por parte del fabricante, el contenido de este temario puede variar con respecto al publicado en el sitio oficial, sin embargo, Netec siempre entregará la versión actualizada de éste.