Learn how to use Microsoft Dynamics 365 to impact your customers. This 4-day instructor-led course offers participants of any sales 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. Expert instructors take learners step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved, students will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether. Note: also see related MB-210 Microsoft Dynamics 365 for Customer Engagement for Sales (MB-210) as a great "bundle" or as a prerequisite option to review.
Target Audience
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. 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.
What You'll Learn
- Install and configure the customer service app
- Identify common customer service scenarios
- Complete a case resolution process
- Analyze customer service data
- Automate case management record processing
- Create and use knowledge articles
- Create and use entitlements and service level agreements
*Request Detailed Syllabus
Related Links: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
- Course Number MB-230
- Course Length 4 days
- Course Fee $2,095.00
- Delivery Format vILT (Instructor Led; Virtual LIVE Online; Remote Training)
- Course Topic Certification
- Vendor Microsoft
- Technology Dynamics 365
Register for course: MB-230
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