Course MB-230T01-A: Microsoft Dynamics 365 Customer Service

Microsoft

Course MB-230T01-A: Microsoft Dynamics 365 Customer Service

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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 youve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

Audience Profile

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.

Prerequisites

Course outline

Module 1: Customer Service Overview

Module 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.

Lessons

Create case records
Related service apps
Analytics for service
AI for service
Configuring customer service

Lab Sessions

Install the app

Lab Lessons

Navigate to Dynamics 365 Customer Service Hub

After completing this module, students will be able to:

Install and configure the customer service application.
Identify common customer service scenarios.

Module 2: Case Management

Module Overview

In this module you will learn how to open and resolve customer service cases, both manually and with automation.

Lessons

Case management overview
Creating case records
Queue management
Case routing
Resolving cases

Lab Sessions

Creating cases
Creating queues
Resolving cases

Lab Lessons

Create Cases
Create Queues
Resolve Cases

After completing this module, students will be able to:

Open and resolve customer service cases.
Automate case creation and routing.

Module 3: Service Level Agreements and Entitlements

Module Overview

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.

Lessons

SLA and entitlement overview
Create and manage entitlements
Create and manage SLAs

Lab Sessions

Entitlements and templates

Lab Lessons

Entitlements
Entitlement Templates

After completing this module, students will be able to:

Create and use service level agreements.
Create and use entitlements.

Module 4: Knowledge Management

Module Overview

In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.

Lessons

Knowledge management overview
Authoring and organizing
Use knowledge content
Manage knowledge content

Lab Sessions

Create knowledge articles

Lab Lessons

Knowledge Management

After completing this module, students will be able to:

Create and manage knowledge content.

Module 5: Omnichannel

Module Overview

In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.

Lessons

Get Started
Entity record routing
Routing and work distribution
Configure message channels
Deploy chat widgets
Create smart assist solutions
Integrate a Power Virtual Agents bot
Productivity tools

Lab Sessions

Omnichannel Lab 1
Omnichannel lab 2
Omnichannel Lab 3

Lab Lessons

Configure an SMS Channel
Create a PVA bot to handle conversations
Configure Omnichannel to use the PVA Bot
Create a Macro that will be leveraged in an Agent Script
Build an Agent Script to assist agents
Configure OCS to use the Agent Script
Use Omnichannel for Customer Service to assist customers

After completing this module, students will be able to:

Examining the features that are included in the Dynamics 365 Productivity Tools app and describing situations where they can be used.
Reviewing the process for deploying Productivity Tools in your organization’s Omnichannel for Customer Service deployment.
Explaining what macros are and how to use them to automate activities such as creating records, working with sessions, and performing tasks.
Describing how agent scripts can be used, reviewing the different step types that are available, and explaining the process for creating them.
Explaining smart assist and the high-level steps to implement it.

Module 6: Customer Service Scheduling

Module Overview

In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service.

Lessons

Getting Started with Customer Service Scheduling
Configure Customer Service Scheduling
Defining and working with bookable resources
Working with services
Working with fulfillment preferences
Scheduling service activities
Rescheduling service activities and substituting resources

Lab Sessions

Configure Customer Service Scheduling
Define Services

Lab Lessons

Configure Customer Service Scheduling
Resource Configuration
Define Services
Create and Schedule Service Activities

After completing this module, students will be able to:

Know how to use the Customer Service Scheduling feature in Dynamics 365.

Module 7: Connected Customer Service

Module Overview

In this module, you will learn how to use Dynamics 365 Connected Customer Service to take data and help execute actual business actions on the data.

Lessons

Getting started with Connected Customer Service
Registering devices
Device management and interaction
IoT alerts and sending commands

Lab Sessions

Not available for this module

Lab Lessons

Lab lessons not available

After completing this module, students will be able to:

Examine the relationship between customer assets and IoT devices.
Know how to interact with devices using commands.
Know how to leverage some of the out of the box actions to assist in automation.
Know how to build business process flows that can be leveraged by CFS.

Module 8: Customer Service Insights

Module Overview

In this module, you will learn how to work with Customer Service Insights to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.

Lessons

Get started with Customer Service Insights
Work with Customer Service call insights

Lab Sessions

Configure Customer Service Insights

Lab Lessons

Configure Topic Settings
Use Customer Service Insights

After completing this module, students will be able to:

Defining the call insights application and examining how to use it to help coach your support agents.
Examining the process of creating call repositories and uploading support calls to the repository.
Reviewing the process that is used to connect to your call repositories and Dynamics 365 for Customer Service environment.
Explaining how call insights uses keywords and products to identify and provide insights on items that are important to your organization.
Reviewing how to use the available information to better understand your organization and help your agents reach their maximum potential.

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