During the course, your expert instructor will work through the course preparing you for the Microsoft Dynamics 365 Customer Service (MB-230) exam.
Your course package is designed to provide maximum learning and convenience. This is included in the price of your course:
Your expert instructor will get you ready for the following exam and certification, which are included in your course package and covered by the Certification guarantee.
You´ll have the perfect starting point for your training with these prerequisites:
This course is designed for persons who aspire to one of the Dynamics 365 Functional Consultant Associate role certifications. Knowledge of Email and Excel is required along with a knowledge of Customer Service operations within organisations. Some experience with Dynamics 365 Customer Engagement is preferred.
Using our engaging learning methodology using a variety of tools, we’ll cover the entire curriculum.
Module 1: Customer Service Overview
In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.
Lesson 1: Create case records
Lesson 2: Related service apps
Lesson 3: Analytics for service
Lesson 4: AI for service
Lesson 5: Configuring customer service
Lesson 6: Module summary
Module 2: Case Management
In this module you will learn how to open and resolve customer service cases, both manually and with automation.
Lesson 1: Case management overview
Lesson 2: Creating case records
Lesson 3: Queue management
Lesson 4: Case routing
Lesson 5: Resolving cases
Lesson 6: Module summary
Module 3: Service Level Agreements and Entitlements
In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.
Lesson 1: SLA and entitlement overview
Lesson 2: Create and manage entitlements
Lesson 3: Create and manage SLAs
Lesson 4: Module summary
Module 4: Knowledge Management
In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.
Lesson 1: Knowledge management overview
Lesson 2: Authoring and organizing
Lesson 3: Use knowledge content
Lesson 4: Manage knowledge content
Lesson 5: Module summary
The Virtual Classroom is an online forum, where you will join your instructor and fellow classmates in real time. Everything happens live and you can interact freely, discuss, ask questions, and watch your instructor present on a whiteboard, discuss the courseware and slides, work with labs, and review.
Your prereading sits in your personal space at readynez.com: My Readynez. Simply log in, find your course and start your preparations.
Your exam voucher is usually included in your virtual training package. When you´re ready to sit your exam, you just book it. You can sit most exams from home or at a local test centre. We’re here to help you with that process.