Microsoft Dynamics 365 Customer Service
Course: Microsoft Dynamics 365 Customer Service (MB-230 )
Duration : 3 Days
Audience : Dynamics 365 Customer Service Functional Consultants.
Prerequisites : Basic Computer Knowledge and basics of Customer Service Fundamentals.
- Dynamics 365 Customer Service Overview
- Introduction to Dynamics 365 Customer Service
- Key Capabilities and Benefits
- Customer Service App Types
- Overview of Customer Service Apps
- Customer Service Hub
- Customer Service Workspace
- App Navigation and User Experience
- Case Management
- Understanding Cases
- Case Creation and Management
- Case Assignment and Queues
- Case Resolution and Escalation
- Case Activities and Timeline
- Entitlements and Service Level Agreements
- Understanding Entitlements
- Entitlement Terms and Conditions
- Service Level Agreements (SLAs)
- SLA Configuration and Management
- SLA Tracking and Monitoring
- Knowledge Management
- Introduction to Knowledge Management
- Creating and Managing Knowledge Articles
- Knowledge Article Lifecycle
- Searching and Using the Knowledge Base
- Knowledge Management for Customer Service Agents
- Service Scheduling
- Overview of Service Scheduling
- Resources and Resource Groups
- Work Hours and Calendars
- Service Activities
- Scheduling and Availability
- Dashboards and Reporting
- Customer Service Dashboards
- Interactive Dashboards
- Charts and Views
- Reports and Analytics
- Copilot Features in Dynamics 365 Customer Service
- Introduction to Copilot
- Copilot for Customer Service
- Case Summarization
- Conversation Summarization
- Suggested Responses and Questions
- Copilot-Assisted Knowledge Search
- Customer Service Agents & Copilot Studio
- Introduction to Copilot Studio
- Customer Service Agents
- Configuration and Customization with Power Apps
- Forms Customization
- Table Customization
- Dashboard Customization