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PT21931
Training Summary
MB-230T01-A: Microsoft Dynamics 365 Customer Service
Prerequisites
This course is designed for functional consultants working with Dynamics 365 Customer Service who want to expand their knowledge of Customer Service.
Duration
4 Days/Lecture & Lab
Audience
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.
Course Topics
- Work with Cases
- Work with entitlements and service level agreements
- Work with knowledge management
- Create surveys with Customer voice
- Schedule services
- Work with Dynamics 365 Customer Service workspaces
- Omnichannel for Dynamics 365 Customer Service
- Manage analytics and insights
- Connected Customer Service
- Implement Microsoft Power Platform