Microsoft Dynamics 365 Customer Service (MB-230T01)

Module 1 : Get started with Dynamics 365 Customer Service

• Learn about the pieces of Dynamics 365 Customer Service
• Learn how to optimize Dynamics 365 Customer Service to improve your customer relations

Module 2 : Managing cases with Dynamics 365 Customer Service Hub

• Examine the case resolution process in Dynamics 365 from beginning to end
• Identify the different options that are available for creating and defining cases
• Use business process flows to guide agents through case resolution
• Review when and how parent/child cases are used
• Identify when similar cases should be merged
• Work with case status reason transitions, and configure custom status transitions

Module 3 : Use Microsoft Dynamics 365 Customer Service queues to manage case workloads

• Identify the different types of Microsoft Dynamics 365 queues that are available
• Create a queue, and define queue members
• Assign, pick, and release queue items
• Define routing rule sets to move items to specific queues
• Set up other Dynamics 365 tables so that they can be used with queues

Module 4 : Create or update records automatically in Customer Service Hub

• Learn about automatic record creation and review instances where you can use it.
• Review the process of defining rules by using the Customer Service Hub app.
• Examine rule items, how they're used within a rule, and the process for defining them within a rule.
• Learn how to use Microsoft Power Automate to create the record in the application.
• Learn how to configure the Power Automate flow to map a contact manually.
• Examine how to use the activity monitor to review the status of rules that are being processed.

Module 5 : Get started with unified routing for Dynamics 365 Customer Service

• Learn about basic routing.
• Set up unified routing.
• Create and manage user setup.
• Learn about queues and workstreams.

Module 6 : Create and manage entitlements in Microsoft Dynamics 365 Customer Service

• Create and define entitlement records
• Control when an entitlement is applied
• Define specific entitlement terms and supported channels
• Define entitlements that are product-specific or contact-specific
• Work with multiple entitlement records for a specific customer
• Use entitlement templates to quickly create new entitlements

Module 7 : Create knowledge management solutions in Dynamics 365 Customer Service

• Identify scenarios where knowledge articles can be used
• Create and define knowledge articles in Dynamics 365
• Manage the knowledge article lifecycle
• Control article version, translation, and publishing options

Module 8 : Use knowledge articles to resolve Dynamics 365 Customer Service cases

• Configure Dynamics 365 Entities for use with Knowledge Management
• Define and control Article display options on entities
• Search for and use Articles to resolve Dynamics 365 cases
• View and manage Knowledge Article Analytics

Module 9 : Create a survey project with Dynamics 365 Customer Voice

• Learn about Dynamics 365 Customer Voice and how it can benefit an organization.
• Create your first project.
• Discover the high-level features and functionality of a project.

Module 10 : Create customer surveys with Dynamics 365 Customer Voice

• Create your first survey with a theme and custom branding.
• Learn when to use branching rules to guide respondents through a survey.
• Personalize surveys with variables.

Module 11 : Send Dynamics 365 Customer Voice surveys

• Learn how to create email templates to send from Dynamics 365 Customer Voice.
• Learn how to email surveys directly from Dynamics 365 Customer Voice.
• Discover the different methods of sending surveys, including with direct links and QR codes.
• Send survey reminders and learn how to interpret the survey distribution report.

Module 12 : Automate Dynamics 365 Customer Voice surveys with Power Automate

• Learn about the role that Power Automate plays when you are setting up projects and surveys in Dynamics 365 Customer Voice.
• Discover the purpose of using variables to further customize surveys.
• Create a flow in Power Automate to create and send survey invitations to customers.

Module 13 : Set up Customer Service scheduling

• Get started with Customer Service scheduling.
• Learn how to set up Customer Service scheduling.
• Discover how to define resources.

Module 14 : Schedule services with Customer Service scheduling

• Learn how to define services.
• Discover how to configure fulfillment preferences.
• Learn how to create and schedule service activities.

Module 15 : Enhance agent productivity with Customer Service workspace

• View and edit records.
• Work with cases.

Module 16 : Create custom experiences for agents with agent experience profiles in Customer Service

• Learn about agent experience profiles, when they're available, and how to access them.
• Create custom profiles with the user interface.
• Define which channels and productivity features are available within a profile.
• Configure session templates.
• Create application tab templates.
• Create notification templates and use notification fields.
• Review associate session and notification templates with workstreams.

Module 17 : Get started with Omnichannel for Customer Service

• Agent experience and managing sessions.
• Conversations and customer summaries.

Module 18 : Route and distribute work with unified routing in Dynamics 365 Customer Service

• Set up the components that are involved in classification and assignment of work items.
• Classify work items and route work to employees.
• Set up queues to distribute work.
• Run diagnostics.

Module 19 : Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service

• Configure an SMS channel.
• Configure phone numbers and messaging accounts such as TeleSign and Twilio.
• Configure SMS workstream and workstream options.
• Route SMS conversations.
• Set up additional settings.

Module 20 : Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service

• Create a chat channel.
• Allow chat transcripts and file downloads.
• Work with pre-chat and post-chat surveys.
• Embed a chat widget in a portal.

Module 21 : Create smart assist solutions in Omnichannel for Dynamics 365 Customer Service

• Write adaptive cards that render content for a smart assist bot.
• Build a smart assist bot.
• Create a bot user.
• Add a smart assist bot to a workstream.
• Enable the Productivity pane.

Module 22 : Get started with Customer Service Insights

• Learn about Customer Service Insights and what it can provide for an organization.
• Examine how to configure Customer Service Insights for your organization.
• Learn about installing Power BI app for Customer Service Insights to gain insights.
• Discover the different dashboards that are available.

Module 23 : Create visualizations for Dynamics 365 Customer Service

• Review the data reporting and visualization options in Dynamics 365 Customer Service.
• Discover how to create charts.
• Learn how to use and create tier 1 and tier 2 interactive dashboards.
• Discover how to use Microsoft Power BI to view Dynamics 365 Customer Service data.

Module 24 : Get started with Connected Customer Service for Dynamics 365 and Azure IoT

• The Connected Customer Service Add-in for Microsoft Dynamics 365.
• How to choose a deployment type.
• How to install the Connected Customer Service Add-in.
• Customer assets and IoT alerts.

Module 25 : Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT

• Register IoT devices.
• Create IoT alerts and convert alerts to cases.
• Understand the required security roles for Connected Customer Service.
• Manage interactions with IoT devices.
• Send commands to IoT devices.

Module 26 : Create custom apps for Dynamics 365 Customer Service

• Learn how you can use Microsoft Power Platform to customize Dynamics 365 Customer Service.
• Learn how to create apps from Microsoft Power Apps for Customer Service.
• Learn how to deploy a self-service portal for Customer Service.
• Discover how to customize case management.

Module 27: Integrate a Microsoft Copilot Studio copilot with Omnichannel for Customer Service

• Create a Microsoft Entra ID application.
• Configure the Microsoft Copilot Studio copilot.
• Configure Omnichannel for Customer Service.