MB-230: Microsoft Dynamics 365 Customer Service

Systems engineer that takes cloud expertise further

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Summary

  • intermediate
  • dynamics-365
  • dynamics
  • dynamics-customer-service
  • The content of this exam will be updated in April 2020. Please download the skills measured document below to learn more.Candidates for this exam are Dynamics 365 functional consultants with customer service expertise. Candidates are responsible for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.Candidates design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect. Candidates collaborate with the Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro.Candidates must have strong applied knowledge meeting user needs through the Dynamics 365 Customer Service, including in-depth understanding of cases, knowledge base, queues, entitlements, Service Level Agreements (SLAs), visualizations, and Unified Service Desk.Candidates should understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices. Candidates should include a comprehensive understanding of the Customer Service application’s role in relationship to the Dynamics 365 suite of applications along with a basic understanding of the solution architecture and quality assurance.

Learning paths

2 hr 0 min
Important Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update. This learning path focuses on working with Knowledge Management Solutions in Microsoft Dynamics 365 Customer Service.

Modules in this learning path

  • Create and design knowledge management solutions in Dynamics 365 Customer Service
    8 Units
    58 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    This module will focus on building knowledge management solutions by using Microsoft Dynamics 365. It provides an overview of the different knowledge management options that are available, and includes information about defining knowledge articles, managing article versions, and publishing articles.

  • Consuming Knowledge Articles for Case Resolutions in Dynamics 365 Customer Service
    8 Units
    1 hr 2 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    This module will focus on how to use the Knowledge Management capabilities of Dynamics 365 to resolve cases inside Dynamics 365 including how to customize Dynamics 365 entities to consume Knowledge Articles, searching for and linking knowledge Articles, controlling article display options, and using article analytics to drive Knowledge Manage options.

2 hr 8 min
Important Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update. This learning path focuses on working with entitlements and service level agreements in Microsoft Dynamics 365 Customer Service.

Modules in this learning path

  • Create and manage entitlements in Microsoft Dynamics 365 Customer Service
    8 Units
    1 hr 2 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    This module will focus on Microsoft Dynamics 365 entitlements and how they’re used to define and track information about support contracts. It includes information about creating and defining entitlements, setting up entitlement terms and types, defining related records, and managing the entitlement lifecycle.

  • Work with and manage Service Level Agreements with Dynamics 365 Customer Service
    9 Units
    1 hr 6 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    This module will focus on Dynamics 365 Service Level Agreements (SLAs) and how they can be leveraged to define and track KPIs including defining business closures and working hour schedules, determining SLA triggering conditions, defining SLAs, building SLA items, managing SLAs, and working with SLA pause statuses.

2 hr 57 min
Important Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update. This learning path focuses on Case Management capabilities of Dynamics 365 Customer Service including options for creating cases, managing the case resolution process, working with case hierarchies and merging similar cases. Queues can be leveraged to maintain and manage Case workloads for customer service agents to include defining queues for different types of cases, managing queue items, picking and releasing queue items, and designing queue routing rules.

Modules in this learning path

  • Get started with Dynamics 365 Customer Service
    5 Units
    32 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    Customer service is a key aspect of any customer relationship management strategy. Microsoft Dynamics 365 Customer Service has many features that organizations can use to manage the services they provide to customers.

  • Managing cases with Microsoft Dynamics 365 Customer Service
    11 Units
    1 hr 20 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    Microsoft Dynamics 365 for Customer Service lets organizations better serve their customers and manage agent caseloads by providing a wide range of case management options. Whether agents are looking for more efficient ways to create cases or better ways to manage the case lifecycle, the case management tools in Microsoft Dynamics 365 can help them throughout the management process.

  • Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
    9 Units
    1 hr 5 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    Customer support centers often use queues to manage the routing of cases that come in, so that they are handled in an organized and timely manner.

2 hr 54 min
Important Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update. This learning path introduces you to the basics of Voice of the Customer for Dynamics 365.

Modules in this learning path

  • Design Voice of the Customer for Dynamics 365 surveys
    9 Units
    1 hr 4 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    This module will focus on how to drive customer engagement through surveys by using the Microsoft Dynamics 365 Voice of the Customer solution. It explains how to deploy the Voice of the Customer solution, use themes and images in surveys, design surveys, design survey questions, and control survey options like unsubscribe options.

  • Response routing and survey scoring options in Voice of the Customer for Dynamics 365
    9 Units
    57 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    This module will focus on how to use advanced survey options to tailor the experience of survey respondents. It include information about linking survey questions, using client-side and server-side routing options, creating survey scoring models, and personalizing surveys by using piped data.

  • Manage and drive actions from survey responses with Voice of the Customer for Dynamics 365
    8 Units
    53 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    This module will focus on effectively managing and automating survey distribution and next step actions for surveys that were created by using the Voice of the Customer solution. It will examine and compare different survey distribution options, and survey cloning, import, and translation options. You’ll also learn how to use workflows to automate the process of sending out surveys, how to surface survey results in Microsoft Dynamics 365, and how to use analytics to drive next steps.

Additional courses

The learning paths above prepare you for the knowledge and skills needed to pass the exam and become certified. Enrolling in this track also enrolls you in the Microsoft Official Classroom course below. You can use this course as an extra reference to prepare for the exam.

Dynamics 365 for customer engagement for customer service

Summary

Length
1 day
Level
Intermediate
Language
English

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.

Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

What you’ll learn

  • 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

Prerequisites

  • This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

Audience

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.