MB-230T00 Microsoft Dynamics 365 Customer Service (UT-MS-DYNAMICS-CS)

Course Description

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.

Course Outline

1 - Get started with Dynamics 365 Customer Service

Introducing Dynamics 365 Customer Service
Customer Service core components
Understand the modern customer journey

2 - Managing cases with Dynamics 365 Customer Service Hub

Case management overview
Case creation and lifecycle
Considerations for case creation automation
Case management scenarios
Case management dashboard scenarios
Case management work with cases scenarios
Work with status reason transitions

3 - Use Microsoft Dynamics 365 Customer Service queues to manage case workloads

Introduction to Microsoft Dynamics 365 queues
Configure tables for queues
Create a Microsoft Dynamics 365 queue
Work with queues
Routing rule sets

4 - Create or update records automatically in Customer Service Hub

Set up rules to create or update records automatically
Configure rules for creating or updating records automatically
Map records manually with Power Automate
Complete and activate your rule
Use the activity monitor to review and track rules

5 - Get started with unified routing for Dynamics 365 Customer Service

Route cases by using basic routing rule sets
Set up unified routing
Create and manage users
Create and manage queues for unified routing
Set up workstreams for record routing

6 - Create and manage entitlements in Microsoft Dynamics 365 Customer Service

Overview of entitlements
Create entitlement records
Work with entitlement channels
Other considerations
Define entitlement templates

7 - Create knowledge management solutions in Dynamics 365 Customer Service

Knowledge management overview
Create and define knowledge articles
Knowledge article lifecycle
Manage knowledge article versions, categories, and translations
Knowledge article publication

8 - Use knowledge articles to resolve Dynamics 365 Customer Service cases

Knowledge article and case resolution overview
Enable and configure entities for Knowledge Search
Configure article search and display options
Search for knowledge articles
Article analytics

9 - Create a survey project with Dynamics 365 Customer Voice

Dynamics 365 Customer Voice
Projects in Dynamics 365 Customer Voice
Create your first project

10 - Create customer surveys with Dynamics 365 Customer Voice

Survey headers and branding
Add branching logic to surveys
Personalize a survey with variables
Add satisfaction metrics to a survey and project
Add multiple languages for your surveys

11 - Send Dynamics 365 Customer Voice surveys

Create and personalize email templates
Translate email templates into other languages
Email a survey
Upload CSV files
Use links and QR codes
Analyze survey reports

12 - Automate Dynamics 365 Customer Voice surveys with Power Automate

Send a survey with Power Automate
Create an invitation
Expand variables to further customize surveys
Use the locale variable for multilingual surveys
Use variables for follow-up actions

13 - Set up Customer Service scheduling

Set up service scheduling
Define resources

14 - Schedule services with Customer Service scheduling

Set up fulfillment preferences
Create service activities
Schedule service activities

15 - Enhance agent productivity with Customer Service workspace

Explore the Customer Service workspace user interface
View and edit records
Work with case records
Use the Productivity pane in Customer Service workspace

16 - Create custom experiences for agents with agent experience profiles in Customer Service

Create and use agent experience profiles to manage apps
Application tab templates
Session templates
Manage notification settings and templates
Use templates in workstreams

17 - Getting started with Omnichannel for Customer Service

Introduction to Omnichannel for Customer Service
Use the agent interface
Manage sessions and work with applications
Work with conversations
Work with customer information
Helping an agent's productivity
Helping an agent's productivity

18 - Route and distribute work with unified routing in Dynamics 365 Customer Service

Set up work classification
Route items to queues
Set up work assignments in queues
Get started with intelligent routing
Diagnostics

19 - Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service

Configure phone numbers and messaging accounts
Configure SMS workstream
Configure SMS workstream options
Route SMS conversations
Configure Additional Settings

20 - Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service

Introduction to chat channels
Set up a workstream for chat
Create a chat channel
Allow chat transcripts and file downloads
Work with prechat and post-chat surveys
Embed a chat widget in a portal
Use proactive chat

21 - Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service

Work with Microsoft Adaptive Cards
Build a smart assist bot
Integrate a smart assist bot with Omnichannel for Customer Service

22 - Get started with Customer Service Insights

Introduction to Customer Service Insights
Configure Customer Service Insights
Use Customer Service Analytics dashboards in Power BI
Discover Customer Service Insights dashboards
Discover Knowledge search analytics

23 - Create visualizations for Dynamics 365 Customer Service

Create and use charts
Create dashboards for Customer Service
Use Power BI to view Customer Service data

24 - Get started with Connected Customer Service for Dynamics 365 and Azure IoT

Choose a deployment type
Install Connected Customer Service
Customer assets and IoT alerts

25 - Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT

Generate alerts from IoT devices
Device management and interaction
Create and send commands to IoT devices

26 - Create custom apps for Dynamics 365 Customer Service

Create Power Apps for Dynamics 365 Customer Service
Deploy a self-service portal for Customer Service
Customize case management

27 - Integrate a Power Virtual Agents bot with Omnichannel for Customer Service

Create an Azure Active Directory application
Configure the Power Virtual Agents bot
Configure Omnichannel for Customer Service

Course Prerequisites

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

Course Information

Length: 4 day

Format: Lecture and Lab

Delivery Method: n/a

Max. Capacity: 16

Schedule

Contact Us

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1-877-797-2799

info@firefly.cloud

Who Should Attend

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.