Microsoft Dynamics 365 Customer Service Functional Consultant MB-230
Facebook Instagram Youtube Twitter Linkedin
For Corporates
Talk to an Expert

Microsoft Dynamics 365 Customer Service Functional Consultant

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.

Apply Now
Apply as Business
  • 32 Hours
  • 10 Modules
  • Intermediate

Course Overivew

  • Microsoft Dynamics 365 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 MB-230T01: Microsoft Dynamics 365 Customer Service Course teaches you to accomplish the following technical tasks:
  • manage cases and Knowledge Management; manage entitlements and SLAs; implement scheduling;
  • implement multi-session experiences for Customer Service; manage analytics and insights;
  • implement Microsoft Power Platform; implement Connected Customer Service; and implement routing.
Read More
Read Less
Course Benefits:
  • Hands-on learning with up to Date Projects.
  • Official Microsoft Material and Additional Self Study Resources.
  • Microsoft Certified Instructors.
  • Assignment and Project Evaluation.
  • Microsoft attendance Certificate.

Module 1: Work with Cases

  • In this module you will learn about working with Cases in Dynamics 365 Customer Service.

 

Lessons

  • Lesson 1: Get started with Cases
  • Lesson 2: Managing Cases
  • Lesson 3: Use queues to manage case workloads
  • Lesson 4: Create or update records automatically
  • Lesson 5: Unified routing

 

After completing this module, students will be able to:

  • Create and manage Cases
  • Work with queues and unified routing
  • Create or update records automatically

 

Module 2: Work with entitlements and service level agreements

  • In this module you will learn how to create and manage entitlements and service level agreements

 

Lessons

  • Lesson 1: Create and manage entitlements
  • Lesson 2: Create and manage service level agreements

 

After completing this module, you will be able to:

  • Create and manage entitlements
  • Create and manage service level agreements

 

Module 3: Work with knowledge management

  • In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases

 

Lessons

  • Lesson 1: Create knowledge management solutions
  • Lesson 2: Use knowledge articles to resolve cases
  • Lesson 3: Create and manage SLAs

 

After completing this module, you will be able to:

  • Create and use knowledge management solutions
  • Use knowledge articles to resolve cases

 

Module 4: Create surveys with Customer Voice

  • In this module you will learn how to engage with customers using Dynamics 365 Customer Voice

 

Lessons

  • Lesson 1: Create a survey project
  • Lesson 2: Create surveys
  • Lesson 3: Send surveys
  • Lesson 4: Automate surveys

 

After completing this module, you will be able to:

  • Work with Dynamics 365 Customer Voice to send surveys to customers and collect feedback

 

Module 5: Schedule services

  • In this module, you will learn how to schedule services and resources using Customer Service Scheduling

 

Lessons

  • Lesson 1: Configure Customer Service Scheduling
  • Lesson 2: Schedule services

 

After completing this module, you will be able to:

  • Schedule services and resources using Dynamics 365 Customer Service Scheduling

 

Module 6: Work with Dynamics 365 Customer Service workspaces

  • In this module, you will learn how to use Customer Service workspaces

 

Lessons

  • Lesson 1: Enhance agent productivity
  • Lesson 2: App profile manager

 

After completing this module, you will be able to:

  • Use customer service workspaces to enhance agent productivity
  • Use the app profile manager

 

Module 7: Omnichannel for Dynamics 365 Customer Service

  • In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service

 

Lessons

  • Lesson 1: Getting started
  • Lesson 2: Routing and work distribution
  • Lesson 3: Deploy an SMS channel
  • Lesson 4: Deploy chat widgets
  • Lesson 5: Create smart assist solutions

 

After completing this module, you will be able to:

  • Work with Omnichannel for Dynamics 365 Customer Service

 

Module 8: Manage analytics and insights

  • In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.

 

Lessons

  • Lesson 1: Get started
  • Lesson 2: Create visualizations

 

After completing this module, you will be able to:

  • Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
  • Create visualizations in Customer Service

 

Module 9: Connected Customer Service

  • In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios

 

Lessons

  • Lesson 1: Getting started
  • Lesson 2: Registering and managing devices

 

After completing this module, you will be able to:

  • Work with Connected Customer Service
  • Register and manage devices

 

Module 10: Implement Microsoft Power Platform

  • In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution

 

Lessons

  • Lesson 1: Create custom apps
  • Lesson 2: Integrate a Power Virtual Agents bot

 

After completing this module, you will be able to:

  • Create custom apps in Microsoft Power Platform for your Customer Service solution
  • Integrate a Power Virtual Agents bot
  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process
  • 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.
Download
Course
Brochure

Prerequisites

  • This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.

This course is available at :

Classroom Training

Cairo
Giza
Onsite

Online Training

Virtual Interactive Instructor LED
Self-Paced Training
Apply Now
Apply as Business
de9a8287-686d-4d58-a2af-4193889d9ad0
38a4583e-dd89-44d2-84ae-9a7fe7b8bd5d
312720082_3280059285539048_8270903667130837886_n
313022740_3281951502016493_4750500739980580487_n
313405364_3280059228872387_1068245193704371990_n
313425098_3281092408769069_2130340861422790640_n
315603412_3294460284098948_3004440886889166319_n
316421501_3301836073361369_489516891472576386_n
316684771_3300004163544560_588532633674131544_n
316687344_3300004113544565_5267992517243006123_n
WhatsApp Image 2022-12-07 at 3.22.02 PM
Previous
Next

WHY CHOOSE CLS

Experience

We have been in the market since 1995, and we kept accumulating experience in the training business, and providing training for more than 100,000 trainees ever since, in Egypt, and the MENA region.

Premium Facilities

CLS facilities are well-equipped with strong hardware and software technologies that aid both students and trainers lead very effective smooth training programs.

Customer Support

We provide our clients with the best solutions, customized to their specific needs and goals. Our team is highly qualified to answer whatever questions you have.

Global Accredited

CLS is an authorized and accredited partner by technology leaders. This means that our training programs are of the highest quality source materials.

Up To Date

We keep tabs on every change in the market and the technology field, so our training programs will always be updated up to the World-class latest standards, and adapted to the global shape-shifting job market.

Certified Instructors

We select the best instructors, who are certified from trustworthy international vendors. They share their professional experience with the Trainees, so they can have a clear hands-on experience.

Over 200,000 Gradutes From CLS

Play Video
Amr Mostafa
An employee of the Security Department at the Ministry of Electricity

I`m attending now CEH Training with Eng Mohamed Hamdy ,CISSP Training with Eng Mohamed Gohar, I really learned a lot from him , everything here in CLS  is very satisfying including facilities .

Play Video
Lamiaa Medhat
CIO

We took a series of courses as the digital Transformation Unit of the ministry . we just finished CRISC Certification Training with DR Adel Abdel Meneim . Thank you CLS for all your efforts, we really appreciate it

Play Video
Ahmed Salah
Senior Cyber Security Engineer

Me and my colleagues are working in a government Organization, We took a no. of cyber security trainings with CLS starting with CEH and CISSP. we liked every thing the instructors, the stuff and whole environment

Play Video
Ferras Hassan
Head of the Programming Department at Bashayer Energy Company

I`m attending ASP.NET Core with MVC Training with Eng Mohamed Hesham , I really learned a lot from him , everything here in CLS  is very satisfying including facilities .Thanks you all team.

Play Video
Mohamed Ahmed Ali
Systems management specialist

Qualifying the cadres of digital transformation units in government agencies moving to the administrative capital .Thanks CLS

Play Video
Zeinab Salah
Software Developer at Bashayer Energy Company

I`m attending ASP.NET Core with MVC Training with Eng Mohamed Hesham , I really learned a lot from him , everything here in CLS  is very satisfying including facilities .Thanks you all team.

Play Video
Ibrahim Khalaf
IT Infrastructure and Security Manger

I`m attending now CRISC Training with DR Adel Abdel Meneim , I really learned a lot from him , everything here in CLS  is very satisfying including facilities , locations and the team.

Play Video
Samar Shams ElDin
Programmer at Bashayer Energy Company

I`m attending ASP.NET Core with MVC Training with Eng Mohamed Hesham , I really learned a lot from him , everything here in CLS  is very satisfying including facilities .Thanks you all team.

Apply Now
Apply as Business

Business Management →

IT Networks and ITSM →

Data Management →

Information Security →

Software Development →

Digital Transformation →

Graphic Design →

Engineering Design →

Seize the moment, Learn with CLS, The Top-Rated Training Provider in Egypt since 1995, 27 Years of Experience Training Businesses and People in Egypt and Mena region.

Quick links

Join Our News Letter

Subscribe now and enjoy lastest course update and offers

© 2023 - CLS Learning - Solutions | All Rights Reserved.

Student Application For

Microsoft Dynamics 365 Customer Service Functional Consultant
Full Name *
Email *
Phone *
Full Phone
Training Location *
Additional Request

Business Application For

Microsoft Dynamics 365 Customer Service Functional Consultant
Full Name *
Company Name *
Job Title *
Number of Employees
Email *
Phone *
Full Phone
Training Location *
Additional Request