Home > Opleidingen > Microsoft Dynamics 365 for customer engagement for Customer Service (MB-230) – Virtual (English)

Microsoft Dynamics 365 for customer engagement for Customer Service (MB-230) – Virtual (English)

Duur
4 dagen
Prijs

€ 2350,-
Reviews
1000+ reviews
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This is a four day course. The first three days deal with the theory. On the fourth day you will apply what you have learned in a workshop.

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.

Doel

After completing this course, students will be able to:
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
Work with Omnichannel
Work with Connected Customer Service
Work with Customer Service Scheduling
Work with Customer Service Insights
Work with Microsoft Power Platform
Work with Customer Service workspaces

Doelgroep

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.

Voorkennis

This course is presented in English. As such a good understanding of English is required. This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.

Bijzonderheden

This course is online delivered.
This course is presented in English.

Jan Struik

senior accountmanager

Onderwerpen

Get started with Dynamics 365 Customer Service
Managing cases with Dynamics 365 Customer Service Hub1
Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
Create or update records automatically in Customer Service Hub
Get started with unified routing for Dynamics 365 Customer Service
Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Create knowledge management solutions in Dynamics 365 Customer Service
Use knowledge articles to resolve Dynamics 365 Customer Service cases
Create a survey project with Dynamics 365 Customer Voice
Create customer surveys with Dynamics 365 Customer Voice
Send Dynamics 365 Customer Voice surveys
Automate Dynamics 365 Customer Voice surveys with Power Automate
Set up Customer Service scheduling
Schedule services with Customer Service scheduling

Enhance agent productivity with Customer Service workspace
Create custom experiences for agents with the App profile manager in Customer Service
Getting started with Omnichannel for Customer Service
Route and distribute work with unified routing in Dynamics 365 Customer Service
Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service
Get started with Customer Service Insights
Create visualizations for Dynamics 365 Customer Service
Get started with Connected Customer Service for Dynamics 365 and Azure IoT
Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT
Create custom apps for Dynamics 365 Customer Service
Integrate a Power Virtual Agents bot with Omnichannel for Customer Service

Planning & Prijs

* *Een cursus met start gegarandeerd.
*Een cursus met valt onder de actie Summer Academy.

Alle prijzen zijn excl. BTW.

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"Training was prima, goede tips gekregen met af en toe een grap en grol. Locatie was prima, goed verzogd vwb koffie/thee, fruit en koekje. Mensen ook zeer vriendelijk. Lunch was perfect en zeer uitgebreid."

"De cursus was goed, en de verzorging ook!Ik heb er veel van opgestoken! De lokatie in Nieuwegein is goed te bereiken met het openbaar vervoer, dus dat is prettig. Tot een volgenden keer."

"Ik vond de training erg leerzaam. De inhoud was van een hoog niveau en de docent was goed thuis in de materie. Ik stel het vooral op prijs dat er diep op de concepten werd ingegaan."

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