Online Training
MB-230 Microsoft Dynamics 365 Customer Service
5 – 9 July 2021 | 09:00am- 17:00pm SAST
Limited Space Available
Deliver remarkable customer service every time
About the Course:
This course is intended for individuals who plan to take the MB-230 exam. This audience typically includes sales operations managers, customer service managers, service schedulers, administrators, office managers, executives, and consultants who want to demonstrate a foundational understanding of the application functionality. The exam is appropriate for those who are new to Dynamics CRM, yet have a background in the business process as well as Microsoft Office.
Exam MB230: Part of the requirements for: Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate
Related exam: Exam PL-200
Date: 05 – 09 July 2021
Time: 09:00 – 17:00pm SAST
Cost: R10,500 pp excl vat
Course Content:
1. Perform configuration
Configure Service Management settings
- describe process of record creation and update rules
- configure queues
- configure holiday schedule
- configure customer service schedule
- configure user work hours
- configure categories and subjects
- configure cases
- configure customer service security roles
- configure goal management components
- create routing rules
- configure services
Configure processes
- configure custom business process flows
- implement business process flows from Microsoft AppSource
Create and configure customer service visualizations
- configure customer service content pack for Power BI
- configure customer service dashboards
- design and create customer service charts
- execute and analyze customer service reports
2. Manage cases and the knowledge base
Create and manage cases
- manage case list
- create and search for case records
- convert activities to cases
- perform case resolution
- implement case routing rules
- implement parent-child cases
- merge cases
- configure status reason transitions
Create and manage the knowledge base
- configure entities for knowledge management
- link an article with a case
- use the knowledge base to resolve cases
- create and manage knowledge base article lifecycle
- create and manage knowledge base articles
- search for articles
3. Manage queues, entitlements, and SLAs
Create and manage queues
- differentiate queue types
- add cases and activities to queues
- implement case routing
- configure entities for queues
- configure queue email settings
- configure record creation and update rules
Create and manage entitlements
- define and create entitlements
- manage entitlement templates
- activate and deactivate entitlements
- renew or cancel an entitlement
- assign an entitlement to a case
Create and manage SLAs
- determine SLA conditions
- define and create SLAs
- implement actions and details
- use SLAs on-demand
- manage cases with SLAs
- create and manage SLA items
4. Configure Voice of the Customer
Create surveys
- create a theme and upload images
- add pages to a survey and personalize data
- identify survey question types
- add survey questions
- identify respondent types
- configure response routing
- configure survey scoring
- configure survey subscription options
Preview, test, and publish surveys
- distribute survey link using email
- embed a survey in a web page
- clone, import, and translate surveys
Manage survey responses
- summarize survey results
- determine report types
- implement workflow conditional logic for survey actions
- create business actions based upon survey responses
BOOK YOUR SPOT BELOW
Watch Overview Video
Limited space available
About
Meet your trainer
Johan has been a Microsoft Certified Professional for 15 years and a Microsoft Certified Trainer for 5 years. He has a BCom (Industrial Psychology) and BCom Honours (Human Resource Development).
He is also an Agile Master, Scrum Developer and Scrum Master, certified through SCRUMStudy. He trains on Microsoft Office, Microsoft Project, and Dynamics 365, as well as project management skills and has been training Microsoft Dynamics CRM for six years.
