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MB-230T01 : Microsoft Dynamics 365 Customer Service

Course Only TRAINING ONLY
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Overview

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.

Prerequisities

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.

At Course Completion

After completing this course, you will be able to:

  • 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
  • Work with Omnichannel
  • Work with Connected Customer Service
  • Work with Customer Service Scheduling
  • Work with Customer Service Insights

Course Outline

RM2,750.00(+RM165.00 Tax)
* Training Dates:

* Price excludes Exam

Course Information
EXAM CODE
MB-230
DURATION
3 Days
Schedule

1-3 Mar 2021

31 May - 2 Jun 2021

1-3 Sep 2021

1-3 Dec 2021

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