Learn how to set up, run, and support solutions that improve customer satisfaction and service delivery so you can master Dynamics 365 Customer Service.
Level
Advanced
Duration
8 Weeks
This course gets you ready for the MB-230 certification exam by teaching you in-depth about setting up cases, managing knowledge, service level agreements (SLAs), and customer service insights. You will learn how to manage queues, handle entitlements, and engage with customers across all channels. Find out how to provide proactive service experiences, boost agent productivity, and make operations run more smoothly. When the training is over, you'll be able to set up and add features to Customer Service to meet the needs of different businesses.
About trainer
Working professional who is carrying more then 10 years of industry experience.
Decks
The candidate will get access to the presentation taken-up during the session.
Notes
Consolidated notes in word document.
Assignments
Assignments for every module will be covered.
MCQs
MCQs for every module covered in the session would be provided.
Video Recording
Daily Session would be recorded and shared to the candidate.
Dumps for Certification
We will provide dumps for the certification exam, which will help you to prepare for the exam.
Updated Content
We provide Generative AI Driven content By experts.
Projects
3 Live Projects will be provided for practice.
Understand the key concepts and capabilities of Customer Service.
Configure and manage the end-to-end case resolution process.
Enable agents with articles and guided knowledge tools.
Set up entitlements and SLAs to manage service commitments.
Deliver customer service across multiple communication channels.
Use AI-driven insights and analytics to improve service quality.
Configure USD for agent productivity and multi-session experiences.
Automate processes to improve service delivery.
Control access and manage service roles and permissions.
Apply real-life scenarios and prepare for the MB-230 exam.
Set up and design a case management system for a customer service team. To make sure that customer problems are fixed quickly, set up queues, routing rules, and escalation workflows.
Create a self-service knowledge base portal with articles organized by category, cases that are linked to each other, and approval workflows. Let customers find answers on their own without needing help from an agent.
Provide support across all channels, such as live chat, email, and phone. Set up agent dashboards and SLAs to make sure that customers have the same experience no matter what channel they use.
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate MB-230 – Associate Training Program
Who should take the MB-230 Dynamics 365 Customer Service Functional Consultant Certification?
This certification is great for functional consultants, support professionals, CRM specialists, and business analysts who want to set up, add to, and use Dynamics 365 Customer Service solutions to make things run more smoothly and improve the customer experience.
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