MB-230T01 Dynamics 365 for customer engagement for Customer Service
About this course
Microsoft Dynamics 365 for 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.
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.
1 - CUSTOMER SERVICE OVERVIEW
Create case records
Related service apps
Analytics for service
AI for service
Configuring customer service
2 - CASE MANAGEMENT
Case management overview
Creating case records
3 - SERVICE LEVEL AGREEMENTS AND ENTITLEMENTS
SLA and entitlement overview
Create and manage entitlements
Create and manage SLAs
4 - KNOWLEDGE MANAGEMENT
Knowledge management overview
Authoring and organizing
Use knowledge content
Manage knowledge content
After completing this course, you 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
Key Highlights and USPs Enumerates Why to Choose Us.
• Committed professionals with global experience
• Pan India reach, strong in Northern Region of India and expanding
• Strong Eco-System with industry connect and linkages with all stake holders
• Collaborative Model to offer the best solutions
• Value based organization with high integrity and transparency
• All our Competence Offering are world wide based
• Practical, field exposure and on-the-Job-Training
• Innovative solution offerings for Corporate Training.
Why Choose Leelajay Technologies?
Certified & Industry Experts Trainers
Multiple Training Delivery Models
Assessments and Mock Tests
Advance Analytical Reports
Contact our Relationship Managers for Corporate Packages requirements.