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kod: MB-230T01 | wersja: A

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

Course objectives:

  • 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


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.

Plan szkolenia Rozwiń listę

  1. Customer Service Overview
    • Create case records
    • Related service apps
    • Analytics for service
    • AI for service
    • Configuring customer service
  2. Case Management
    • Case management overview
    • Creating case records
    • Queue management
    • Case routing
    • Resolving cases
  3. Service Level Agreements and Entitlements
    • SLA and entitlement overview
    • Create and manage entitlements
    • Create and manage SLAs
  4. Knowledge Management
    • Knowledge management overview
    • Authoring and organizing
    • Use knowledge content
    • Manage knowledge content
  5. Omnichannel
    • Get Started
    • Entity record routing
    • Routing and work distribution
    • Configure message channels
    • Deploy chat widgets
    • Create smart assist solutions
    • Integrate a Power Virtual Agents bot
    • Productivity tools
  6. Customer Service Scheduling
    • Getting Started with Customer Service Scheduling
    • Configure Customer Service Scheduling
    • Defining and working with bookable resources
    • Working with services
    • Working with fulfillment preferences
    • Scheduling service activities
    • Rescheduling service activities and substituting resources
  7. Connected Customer Service
    • Getting started with Connected Customer Service
    • Registering devices
    • Device management and interaction
    • IoT alerts and sending commands
  8. Customer Service Insights
    • Get started with Customer Service Insights
    • Work with Customer Service call insights
Pobierz konspekt szkolenia w formacie PDF

Dodatkowe informacje

Wymagania wstępne

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

Poziom trudności
Czas trwania 3 dni

The participants will obtain Microsoft certificates.

This course additionally prepares you for Microsoft certification exam: MB-230: Microsoft Dynamics 365 Customer Service available at Pearson VUE test centers.


Microsoft Certified Trainer.

Pozostałe szkolenia Microsoft | Dynamics 365

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