Dynamics 365 for customer engagement for customer service | MB-230 | MB230

Dynamics 365 for customer engagement for customer service | MB-230

Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up time to dedicate where a greater impact can be made, directly with customers.

Our team of globally recognized experts take students step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved, students will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether.

Voorkennis

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

Voor wie

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.

Doelstellingen

– Install and configure the customer service app
– Identify common customer service scenarios
– Complete a case resolution process
– Analyze customer service data
– Automate case management record processing
– Create and use knowledge articles
– Create and use entitlements and service level agreements

Inhoud

Module 1: Customer Service Overview
Module 2: Case Management
Module 3: Service Level Agreements and Entitlements
Module 4: Knowledge Management

Exclusief examen

MB-230 Microsoft Dynamics 365 Customer Service

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Duur

4 dagen

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