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Flex On-Demand: MB-230-Microsoft Dynamics 365 for Customer Service Course Outline

 (1 day)
Special Note to New Hampshire Residents
This course has not yet been approved by the New Hampshire Department of Education. Please contact us for an update on when the class will be available in New Hampshire.

*** Note: This is a Flex On-Demand Self Study Class, 1-day of content, 180-day unlimited access, $195 ***
Video access expires 6/30/2020.
Flex On-Demand combines the flexibility of on-demand, self-study classes with the benefits of traditional instructor-led training (ILT). With a Flex On-Demand class you get streaming self-study content that matches our instructor-led classes. (Applicable
State and Local taxes may be added for On-Demand purchases, depending on your location.)

Flex On-Demand Learner Profiles
Flex On-Demand is a self-study training solution that was designed for two types of learners. First, Flex On-Demand is a great fit for experienced IT professionals who don't need a traditional multiple full days of training to upgrade their existing
skills. They can pick and choose topics to make the most effective use of their time. Second, Flex On-Demand is perfect for highly-motivated individuals who are new to a technology and need to space their learning over a period of weeks or months. These
learners can take their time and repeat sections as needed until they master the new concepts.

About Flex On-Demand
Our Flex On-Demand classes are self-study courses with 24/7 access via the internet. They include hours of content, hands-on labs using the actual software, and knowledge checks that were created by Microsoft to mirror the content found in the traditional
live instructor-led version of the course.

ONLC Extra
With each self-study Flex On-Demand class you may "audit" up to 50% of an actual class as an ILT listener. This option allow you to listen in and follow along to the equivalent live Instructor-Led Training (ILT) class. ILT Listeners do not have direct
access to the live instructor. ILT classes are held weekdays. Please contact ONLC to schedule.

Paying with Software Assurance Training Vouchers (SATV)
For Microsoft Enterprise customers paying with Software Assurance Vouchers, the cost of this class is 1 voucher--this includes access to the self-study materials. (Note: Individuals paying with SATV can have the option of auditing the entire class as an
ILT Listener.)

Do You Still Prefer a Live, Instructor-led Class?
Already know Flex On-Demand is not right for you? We also offer this same course content in a live, instructor-led format. For more details, click on the link below:
MB-230 Instructor-led

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.

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.

Related Certifications
Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate

Who should attend
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.

At Course Completion
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

Course Outline

Module 1: Customer Service Overview
In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.
Lesson 1: Create case records
Lesson 2: Related service apps
Lesson 3: Analytics for service
Lesson 4: AI for service
Lesson 5: Configuring customer service
Lesson 6: Module summary
After completing this module, students will be able to:
Install and configure the customer service application.
Identify common customer service scenarios.

Module 2: Case Management
In this module you will learn how to open and resolve customer service cases, both manually and with automation.
Lesson 1: Case management overview
Lesson 2: Creating case records
Lesson 3: Queue management
Lesson 4: Case routing
Lesson 5: Resolving cases
Lesson 6: Module summary
After completing this module, you will be able to:
Open and resolve customer service cases.
Automate case creation and routing.

Module 3: Service Level Agreements and Entitlements
In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.
Lesson 1: SLA and entitlement overview
Lesson 2: Create and manage entitlements
Lesson 3: Create and manage SLAs
Lesson 4: Module summary
After completing this module, you will be able to:
Create and use service level agreements.
Create and use entitlements.

Module 4: Knowledge Management
In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.
Lesson 1: Knowledge management overview
Lesson 2: Authoring and organizing
Lesson 3: Use knowledge content
Lesson 4: Manage knowledge content
Lesson 5: Module summary
After completing this module, you will be able to:
Create and manage knowledge content.

View outline in Word


Attend hands-on, instructor-led Flex On-Demand: MB-230-Microsoft Dynamics 365 for Customer Service training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of Courses and select the one that's right for you.

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