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Course Details

  • Course Overview
  • Course Objective
  • Who Can Benefit
  • Prerequisites
  • Syllabus

Microsoft Dynamics 365 for Customer Service - (MB-230) exam measures students ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer.

  • Manage segments and lists
  • Configure marketing applications
  • Create and manage marketing forms and pages
  • Create and manage marketing emails
  • Manage leads
  • Manage events and webinars
  • Manage customer journeys
  • Configure and analyze customer responses
  • 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.


  • 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 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.

Lessons
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
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

In this module you will learn how to open and resolve customer service cases, both manually and with automation.
Lessons
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
After completing this module, you will be able to:

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

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.

Lessons
Lesson 1: SLA and entitlement overview
Lesson 2: Create and manage entitlements
Lesson 3: Create and manage SLAs
Lesson 4: Module summary
After completing this module, you will be able to:

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

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.

Lessons
Lesson 1: Knowledge management overview
Lesson 2: Authoring and organizing
Lesson 3: Use knowledge content
Lesson 4: Manage knowledge content
Lesson 5: Module summary
After completing this module, you will be able to:

Create and manage knowledge content.

Audience

  • Functional consultant

Public Program Schedule

Course Name Duration Brochure Location Schedule Enroll
There is no upcoming Public Batch Schedule, you can ask for Private Batch or for On-Demand Learning

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FAQ

  • Why should I choose RPS?
  • I am working, is it possible to arrange the classes on weekends?
  • Please confirm if your office is open on weekends?
  • Can I get the courseware in advance before start of training?
  • What are the timings (class hours)?
  • How can I make the payment?
  • What is the mode of payment?
  • Candidate authorized RPS to charge $200. But the bank has charged $208. Why is this?
  • If we need training on one of the modules only how does that work?
  • How long before do we need to book the exams?
  • Where are your training centers available?
  • Can I pay the fee in installments?
  • What are the refund policies? Can i get my money back in case i am unable to attend the training?
  • Do you provide a bank loan facility?
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Yes, we do offer weekend classes for professionals in group or 1-to-1 Training depending upon the technology.

The administrative and sales staff works on weekdays (Monday - Friday). System Admins and Operation team are available on all days.

Yes, after you have paid the booking amount (which will be non–refundable in this case). Booking amount depends on the technology selected.

Training timings are from 9 am to 5 pm.

You can send the deposit by any of the following methods:-

  • PayPal
  • Credit Card
  • Bank Transfer
  • Demand Draft
  • Cash
  • Purchase Order (in case of Corporates / Government).
  • If you are an International student, the registration amount of USD 200 can be paid by Bank Transfer or PayPal/PayUMoney . The balance amount has to be paid by traveler's cheque or cash after arrival in India. You can also pay the balance by PayPal. There is a surcharge of 4% in this case.
  • For Indian Resident students, the course fees including registration can be paid by Cash, Cheque, Demand Draft or Bank transfer.To Know more Please call +919883305050 or Email us at info@rpsconsulting.in for any of your queries.

Overseas credit card payments through PayPal involve a mark-up of up to 4% as surcharge.

We can provide customized 1-to-1 training for a technology as per your requirement.

Most exams can be booked once you are on the course (e.g. Microsoft, ITIL, VEEAM, EC-Council). Red Hat and some other exams have to be booked in advance.

Our training centers are available in Bangalore, Chennai, Hyderabad, Pune and Delhi.

We do not have facility to pay in installments

If the course fee has been paid for and RPS cancels the Course, a refund will be provided, else the courses are non-refundable.

We do not provide loan facility.

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