IL - MB-230 Microsoft Dynamics 365 Customer Service

Course Overview

In this course you will learn how to install and configure the customer service app, identify common customer service scenarios, complete a case resolution process and analyze customer service data. This course will also cover how to automate case management record processing, create and use knowledge articles and create and use entitlements and service level agreements. This course will help prepare you to pass the Microsoft certification exam MB-230 Microsoft Dynamics 365 Customer Service.

Course Details
  • Duration: 1 day
  • Level: 300

Who this course is designed for
  • Functional Consultant

  • In this course you will learn how to install and configure the customer service app, identify common customer service scenarios, complete a case resolution process and analyze customer service data. This course will also cover how to automate case management record processing, create and use knowledge articles and create and use entitlements and service level agreements. This course will help prepare you to pass the Microsoft certification exam MB-230 Microsoft Dynamics 365 Customer Service.
  • This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

Course Outline

Module 01 - Create and Manage Cases
In this module you will learn how to configure cases, manage case lists, create and search for case records and convert activities to cases. You will also learn how to perform case resolution, implement parent/child cases, merge cases and set auto numbering for customer service entities.

Module 02 - Configure and Automate Cases
In this module you will learn how to implement Advanced Similarity rules, implement record creation and update rules and implement case routing rules. You will also learn how to customize the Case Resolution form, configure Status Reason transitions, configure business process flows and capture customer feedback by using Customer Voice.

Module 03 - Implement Knowledge Management
In this module you will learn how to configure the Knowledge Search control, link an article with a case, use Knowledge Management to resolve cases, manage the Knowledge Management article life cycle and manage Knowledge management articles. You will also learn how to configure entities for Knowledge Management, manage Knowledge article templates, implement Knowledge Search, enable Relevance Search, configure categories and subjects and convert cases to knowledge articles.

Module 04 - Create and Manage Queues
In this module you will learn how to describe use cases for each queue type, configure queues, add cases and activities to queues, configure entities for queues and perform queue operations.

Module 05 - Create and Manage Entitlements
In this module you will learn how to configure entitlements, define and create entitlements, manage entitlement templates, activate and deactivate entitlements and renew or cancel an entitlement.

Module 06 - Create and Manage SLAs
In this module you will learn how to define and create service-level agreements (SLAs), configure SLA settings, configure a holiday schedule and configure a customer service schedule. This module will also cover how to implement actions by using Power Automate, manage cases that are associated with SLAs, manually apply an SLA and create and manage SLA items.

Module 07 - Manage Resources
In this module you will learn how to configure business closures, organizational units, resources, work hours and facilities and equipment.

Module 08 - Manage Services
In this module you will learn how to define services, schedule a service activity, configure fulfillment preferences, create a schedule board and schedule a service activity by using the schedule board.

Module 09 - Deploy Omnichannel for Customer Service
In this module you will learn how to provision Omnichannel for Customer Service, define user settings and configure application setting. You will also learn how to manage queues and configure skills-based routing.

Module 10 - Implement Power Virtual Agents
In this module you will learn how to describe Power Virtual Agents components and concepts, integrate Power Virtual Agents with Dynamics 365 Customer Service and escalate conversations to a live agent.

Module 11 - Manage Channels
In this module you will learn how to describe use cases for the Channel Integration Framework, configure channels, enable the chat widget on websites and configure pre-chat surveys. This module will also cover how to configure proactive chat and Secure Message Service (SMS).

Module 12 - Distribute Work
In this module you will learn how to describe difference between entity routing and channel routing, configure work streams, entity routing and routing values. You will also learn how to implement context variables.

Module 13 - Configure the Agent Experience
In this module you will learn how to create macros, define agent scripts and configure Quick Responses, sessions and applications and notifications.

Module 14 - Configure the Supervisor Experience
In this module you will learn how to configure Omnichannel Insights dashboard and intraday insights. You will also learn how to customize KPIs for intraday insights and enable sentiment analysis.

Module 15 - Configure Customer Service Insights
In this module you will learn how to describe capabilities and use cases for Customer Service Insights dashboards, connect to Customer Service Insights and manage workspaces.

Module 16 - Create and Configure Visualizations
In this module you will learn how to configure interactive dashboards, design and create charts and design reports by using the Design wizard. 

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