MB-230: Microsoft Dynamics 365 Customer Service

Overview

Drive customer success with Microsoft Dynamics 365 Customer Service by leveraging powerful tools like automatic case creation and queue management. Streamline your workflow to focus more on meaningful customer interactions that truly make an impact. Explore step-by-step guidance from globally recognised experts, covering everything from case creation to effective customer communication and resolution. Harness data analysis insights to identify patterns, enabling faster resolutions and proactive prevention of future issues. Elevate your customer service approach with a solution designed to empower both your team and your customers.

Key Takeaways

• Learn about the pieces of Dynamics 365 Customer Service
• Examine the case resolution process in Dynamics 365 from beginning to end
• Use business process flows to guide agents through case resolution
• Identify when similar cases should be merged
• Identify the different types of Microsoft Dynamics 365 queues that are available
• Assign, pick, and release queue items
• Set up other Dynamics 365 tables so that they can be used with queues
• Review the process of defining rules by using the Customer Service Hub app
• Learn how to use Microsoft Power Automate to create a record in the application
• Examine how to use the activity monitor to review the status of rules that are being processed
• Set up unified routing
• Learn about queues and workstreams
• Control when an entitlement is applied
• Define entitlements that are product-specific or contact-specific
• Use entitlement templates to quickly create new entitlements
• Create service-level agreements and define their details
• Manage service-level agreements
• Define Business Closures and Working Hours
• Build SLA Items
• Enable SLAs for multiple entities
• Identify scenarios where knowledge articles can be used
• Manage the knowledge article lifecycle
• Configure Dynamics 365 Entities for use with Knowledge Management
• Search for and use Articles to resolve Dynamics 365 cases
• Learn about Dynamics 365 Customer Voice and how it can benefit an organisation.
• Discover the high-level features and functionality of a project
• Learn when to use branching rules to guide respondents through a survey
• Learn how to create email templates to send from Dynamics 365 Customer Voice
• Discover the different methods of sending surveys, including with direct links and QR codes
• Learn about the role that Power Automate plays when you are setting up projects and surveys in Dynamics 365 Customer Voice
• Create a flow in Power Automate to create and send survey invitations to customers
• Learn how to set up Customer Service scheduling
• Learn how to define services
• Learn how to create and schedule service activities
• Work with cases
• Create custom profiles with the user interface
• Configure session templates
• Create notification templates and use notification fields
• Learn about agent experience and managing sessions
• Set up the components that are involved in the classification and assignment of work items
• Set up queues to distribute work
• Configure an SMS channel
• Configure SMS workstream and workstream options
• Set up additional settings
• Allow chat transcripts and file downloads
• Embed a chat widget in a portal
• Build a smart assist bot
• Add a smart assist bot to a workstream
• Learn about Customer Service Insights and what it can provide for an organisation
• Learn about installing the Power BI app for Customer Service Insights to gain insights
• Review the data reporting and visualisation options in Dynamics 365 Customer Service
• Learn how to use and create tier 1 and tier 2 interactive dashboards
• Learn about the Connected Customer Service Add-in for Microsoft Dynamics 365
• Install the Connected Customer Service Add-in
• Learn how to register IoT devices
• Learn about the required security roles for Connected Customer Service
• Learn about sending commands to IoT devices
• Learn how to create apps from Microsoft Power Apps for Customer Service
• Discover how to customise case management
• Configure the Microsoft Copilot Studio copilot
• Learn how to optimise Dynamics 365 Customer Service to improve your customer relations
• Identify the different options that are available for creating and defining cases
• Review when and how parent/child cases are used
• Work with case status reason transitions and configure custom status transitions
• Create a queue and define queue members
• Define routing rule sets to move items to specific queues
• Learn about automatic record creation and review instances where you can use it
• Examine rule items, how they're used within a rule, and the process for defining them within a rule
• Learn how to configure the Power Automate flow to map a contact manually
• Learn about basic routing
• Create and manage user setup
• Create and define entitlement records
• Define specific entitlement terms and supported channels
• Work with multiple entitlement records for a specific customer
• Set up business hours, closures, and holiday calendars
• Define custom KPIs
• Determine which KPIs are being measured with SLAs
• Create SLAs including triggering conditions and actions
• Define custom KPIs
• Manage SLAs for an organisation
• Create and define knowledge articles in Dynamics 365
• Control article version, translation, and publishing options
• Define and control Article display options on entities
• View and manage Knowledge Article Analytics
• Create your first project.
• Create your first survey with a theme and custom branding.
• Personalize surveys with variables
• Learn how to email surveys directly from Dynamics 365 Customer Voice
• Send survey reminders and learn how to interpret the survey distribution report
• Discover the purpose of using variables to further customise surveys
• Get started with Customer Service scheduling
• Discover how to define resources
• Discover how to configure  fulfilment preferences
• View and edit records
• Learn about agent experience profiles, when they're available, and how to access them
• Define which channels and productivity features are available within a profile
• Create application tab templates
• Review associate session and notification templates with workstreams
• Work with conversations and customer summaries
• Classify work items and route work to employees
• Run diagnostics
• Configure phone numbers and messaging accounts such as TeleSign and Twilio
• Route SMS conversations.
• Create a chat channel.
• Work with pre-chat and post-chat surveys.
• Write adaptive cards that render content for a smart assistant bot
• Create a bot user
• Enable the Productivity pane
• Examine how to configure Customer Service Insights for your organisation
• Discover the different dashboards that are available
• Discover how to create charts
• Discover how to use Microsoft Power BI to view Dynamics 365 Customer Service data
• Choose a deployment type
• Learn about customer assets and IoT alerts
• Discover how to create IoT alerts and convert alerts to cases
• Discover how to manage interactions with IoT devices
• Learn how you can use Microsoft Power Platform to customize Dynamics 365 Customer Service
• Learn how to deploy a self-service portal for Customer Service
• Create a Microsoft Entra ID application
• Configure Omnichannel for Customer Service

Who Should Attend

• Please refer to the job roles section.
• A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discoveries, 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, and application and service integrations.

Prerequisites

You must have strong applied knowledge of customer service, including an in-depth understanding of cases, knowledge management, queues, service scheduling, service-level agreements (SLAs), Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Contact Center.