Course

MD230

Microsoft Dynamics 365 Customer Service – Intensive Training («MD230»)

Become a Dynamics 365 customer service expert in 2 days: Case Creation, Omnichannel, AI, SLA & Insights - configure, automate and optimize your support.
Vendor code

MB-230

Duration 2 days
Price 1'700.–
Register

Course facts

  • Setting up a complete Customer Service environment with automatic case routing and omnichannel interactions
  • Defining Service Level Agreements (SLAs) and Entitlements
  • Utilizing AI-powered suggestions, sentiment analysis, and real-time service KPIs with Power BI.

In this compact bootcamp, you will set up a complete customer service environment, from automated case routing to omnichannel interactions via chat, voice and social media. You will define SLAs and entitlements, build a knowledge base, use AI-supported suggestions and sentiment analyses and evaluate service KPIs in real time with Power BI. Hands-on labs prepare you to immediately deliver added value in real customer support and pass the MB-230 certification.

Content

  • System architecture & Dataverse basics
  • Case management: Queues, automatic case creation, routing rules
  • Service Level Agreements & Entitlements
  • Knowledge base, articles & AI response suggestions
  • Omnichannel for Customer Service: Chat, voice, social, bots
  • Customer Service Workspace & Agent Productivity Tools
  • Analytics & Insights: Dashboards, Power BI, sentiment analysis
  • Integrations: Teams, Outlook, Field Service, Power Automate
  • Security, Compliance & Exam Tips for MB-230

Component of the following courses

  • Microsoft Dynamics 365 Customer Service – Intensive Training

Service Agents, Team Leads, Functional Consultants, CRM Admins and anyone who wants to get Dynamics 365 Customer Service up and running quickly and take their support processes to the next level.

Download

Download course details as PDF

Questions

Choose your date