Microsoft Certified: Microsoft Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.
Study the core features and capabilities of Microsoft Dynamics 365 Customer Service to help you prepare for the MB-230 exam and obtain the official certification.
Training Overview
As a candidate for this certification, you’re a functional consultant with customer service expertise. You’re responsible for implementing solutions that focus on:
Customer service
Quality
Reliability
Efficiency
Customer satisfaction
You design and implement service management processes and automation in collaboration with solution architects and developers. You coordinate with customer engagement administrators to implement and upgrade customer service components, including:
Case management
Dynamics 365 Copilot in Service
Collaboration
Knowledge management
Customer feedback
Course Agenda
Day 1: Core Case Management and Service Agreements
Get started with Dynamics 365 Customer Service
Managing cases with Dynamics 365 Customer Service
Use Microsoft Dynamics 365 Customer Service Queues to Manage Case Workloads- Create or Update Records Automatically in Customer Service Hub
Create and Manage Entitlements in Microsoft Dynamics 365 Customer Service
Manage Service Level Agreements
Create Knowledge Management Solutions in Dynamics 365 Customer Service
Use Knowledge Articles to Resolve Dynamics 365 Customer Service Cases
Day 2: Agent Productivity and Routing
Enhance agent productivity with Customer Service workspace
Create custom experiences with agent experience profiles
Examine routing options available
Basic record routing
Get started with Unified Routing
Day 3: Omnichannel and Customer Feedback
Omnichannel for Dynamics 365 Customer Service
Getting Started with Omnichannel for Customer Service
Configure channels in Omnichannel for Customer Service
Deploy chat widgets with Omnichannel for Customer Service