Requirements

• Basic Understanding of Customer Service Principles: Familiarity with standard customer service practices and workflows will help in grasping the Dynamics 365 Customer Service functionalities
• Experience with Microsoft Dynamics 365: Prior exposure to Dynamics 365 applications
• especially the Customer Service module
• will facilitate a smoother learning experience
• Knowledge of Microsoft Power Platform: Understanding the basics of Power Platform components
• such as Power Automate and Power Apps
• is beneficial
• as these tools are often integrated with Dynamics 365 solutions
• Technical Proficiency: Comfort with navigating software applications and a general understanding of business processes will aid in comprehending the course material effectively

Description

Are you ready to advance your career with the Microsoft MB-230 certification? This course, “Mastering Dynamics 365 Customer Service for the MB-230 Certification,” is designed to equip you with the knowledge and skills necessary to succeed in Dynamics 365 customer service management. Tailored for professionals aiming to pass the MB-230 exam, this course provides comprehensive insights into the key areas of Dynamics 365 Customer Service, with hands-on practice and real-world examples.

What is MB-230 and Why Pursue It?

The MB-230: Microsoft Dynamics 365 Customer Service exam is a pivotal certification for individuals working in customer service roles, support desk positions, and Dynamics 365 roles. This certification validates your expertise in configuring, implementing, and managing the Customer Service module within Dynamics 365, one of Microsoft’s most popular business solutions. With businesses increasingly focusing on exceptional customer service experiences, holding an MB-230 certification sets you apart in the competitive job market, demonstrating your capability to streamline service operations and enhance customer satisfaction.

Course Overview and What You’ll Learn

This course dives deep into the critical areas covered in the MB-230 exam, structured to make learning smooth and practical. You will start with an introduction to Dynamics 365 Customer Service and explore how it integrates within the broader Dynamics 365 environment. Key modules include:

• Case Management: Learn how to efficiently create, manage, and resolve cases to meet and exceed customer expectations.

• Queue and SLA Management: Configure queues and Service Level Agreements (SLAs) to ensure cases are routed properly and resolved within agreed timelines.

• Knowledge Management: Discover how to set up, manage, and utilize knowledge base articles to help agents provide quick and consistent responses.

• Omnichannel Integration: Explore the tools available to integrate customer service channels like chat, email, and phone into a single interface for streamlined service.

• Customer Insights and Analytics: Understand how to leverage customer data to gain actionable insights, track key performance indicators, and make data-driven decisions.

• Service Scheduling and Resource Management: Set up service schedules, manage resources effectively, and optimize customer service operations.

Each module is packed with interactive content, quizzes, and practical assignments to reinforce your understanding and ensure you can apply these skills in real-world scenarios.

Who Should Enroll?

This course is ideal for customer service professionals, business analysts, Dynamics 365 consultants, and IT professionals looking to specialize in customer service within Dynamics 365. It’s also a great fit for anyone pursuing the MB-230 certification as part of the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification.

Benefits of Taking This Course

1. Comprehensive Coverage of MB-230 Exam Objectives: We’ve crafted this course to align closely with the official MB-230 objectives, ensuring you cover everything needed for the exam.

2. Hands-On Practice: Gain confidence with hands-on labs and real-life scenarios that reflect the daily challenges faced by customer service professionals.

3. Expert Insights: Learn from experienced instructors who bring industry knowledge and practical insights, helping you navigate common challenges and nuances.

4. Certification Preparation: By the end of this course, you’ll be fully prepared to take and pass the MB-230 exam, advancing your career as a certified Dynamics 365 Customer Service Functional Consultant.

Course Outcomes

By completing this course, you will be able to:

• Configure and manage Dynamics 365 Customer Service to meet business requirements.

• Set up and manage case management, SLA tracking, and queues.

• Integrate customer service channels and configure Omnichannel settings.

• Utilize data and analytics to track service performance and optimize operations.

Enroll today and take the next step toward becoming an MB-230 certified professional!

Who this course is for:

• Customer Service Professionals: Individuals working in customer support roles who want to enhance their skills in Dynamics 365 to deliver exceptional customer service experiences
• Dynamics 365 Consultants and Functional Consultants: Professionals who implement
• configure
• or consult on Microsoft Dynamics 365 solutions and want to deepen their expertise in the Customer Service module
• Business Analysts and IT Professionals: Those involved in optimizing business processes
• customer service workflows
• and data analysis within Dynamics 365
• Certification Seekers: Individuals preparing for the MB-230 certification as part of the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification pathway