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We're here to help you find itThe MB-230T01: Microsoft Dynamics 365 Customer Service course is an in-depth training designed to provide learners with the knowledge and skills necessary to effectively use and customize the Dynamics 365 Customer Service application. This course covers a wide range of topics, including an overview of customer service, Case management, Service level management, knowledge management, Omnichannel engagement, Unified routing, customer service scheduling, connected customer service, customer service insights, and the use of Power Platform to extend customer service capabilities.
Learners will gain expertise in Managing cases, working with Entitlements and service level agreements (SLAs), and utilizing knowledge management to provide efficient customer support. The course also introduces Omnichannel for Dynamics 365 Customer Service, enhancing customer engagement across different channels. Additionally, students will learn how to schedule services, use Customer Voice to create surveys, and derive Analytics and insights from customer interaction data.
By the end of the course, participants will have a comprehensive understanding of how to optimize the customer service module within Dynamics 365 to improve customer satisfaction and service efficiency. This knowledge will help them in configuring customer service solutions, analyzing service-related data, and ultimately delivering exceptional customer experiences.
Successfully delivered 84 sessions for over 939 professionals
Successfully delivered 84 sessions for over 939 professionals
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♱ Excluding VAT/GST
You can request classroom training in any city on any date by Requesting More Information
To ensure a successful learning experience in the MB-230T01: Microsoft Dynamics 365 Customer Service course, the following prerequisites are recommended:
Please note that while these prerequisites will help you grasp the course content more effectively, motivated learners with less experience are also welcome to participate and grow their skills through the training.
The MB-230T01 course empowers professionals to optimize customer service capabilities using Dynamics 365, ideal for those in service-focused roles.
This course provides in-depth training on Microsoft Dynamics 365 Customer Service, focusing on configuring service capabilities, managing cases, implementing service levels, knowledge management, and leveraging insights for service improvement.
Dynamics 365 Customer Service is a module within Microsoft's suite of business applications that focuses on improving how organizations manage and deliver support services to their customers. It centralizes customer interactions, helping companies provide efficient and personalized service. This application allows businesses to track customer requests, manage service issues, and use data to drive insights and improvements. Dynamics 365 Customer Service also offers training modules to help teams maximize the use of its features for better customer service management and outcomes.
Case management in Dynamics 365 Customer Service is a system designed to track and resolve customer issues efficiently. It organizes interaction records, automates processes, and provides tools for handling complaints or requests. This setup ensures that every customer case is handled consistently, with all relevant information available in one place. Dynamics 365 Customer Service also supports training for agents, improving skills in managing queries and enhancing overall customer service management. This integration helps companies achieve higher satisfaction rates and better customer relations.
Customer Voice in Dynamics 365 Customer Service is a tool that collects feedback from customers to enhance service quality. It integrates seamlessly with Dynamics 365 Customer Service, optimizing customer service management by enabling real-time responses and personalized service strategies. This functionality is crucial for businesses aiming to improve customer satisfaction and loyalty. Training in Dynamics 365 Customer Service includes learning how to effectively use Customer Voice to gather and analyze customer insights, thus improving overall service delivery and performance metrics.
Service level management is a crucial part of customer service management, specifically within systems like Dynamics 365 Customer Service. It focuses on defining and agreeing on service expectations between providers and clients to ensure consistent service quality. This involves setting, monitoring, and maintaining quality goals and metrics in customer service to enhance overall satisfaction and performance. Dynamics 365 Customer Service Training emphasizes understanding these dynamics to better manage service agreements and expectations, aligning them with organizational capabilities and customer needs.
Knowledge management is a process that involves collecting, organizing, and sharing valuable information within an organization to improve efficiency, foster innovation, and maintain a competitive edge. It includes capturing expertise and experiences, ensuring they are easily accessible to all employees, and systematically managing these knowledge assets. Effective knowledge management supports better decision-making and can streamline operations. In customer service contexts, such as those managed through platforms like Dynamics 365 Customer Service, knowledge management helps in consistently delivering high-quality support by making solutions readily available to service representatives, enhancing customer satisfaction.
Omnichannel engagement is a customer service strategy that integrates multiple channels to provide a seamless and consistent experience. Through platforms like Dynamics 365 Customer Service, businesses manage their customer interactions across various touchpoints, such as email, phone, live chat, and social media. This approach ensures that customer service is coherent and connected regardless of how or where a customer reaches out. Effective customer service management within Dynamics 365 includes training to understand the spectrum of tools available, enhancing the capability to resolve issues quickly and improve overall customer satisfaction.
Unified routing in Dynamics 365 Customer Service optimizes how inquiries and issues are directed to the right agents, ensuring effective customer service management. This feature automatically assigns customer requests based on agent availability, skillset, and workload. It improves response times and service quality by aligning incoming cases with the best available resources. Unified routing is a vital part of Dynamics 365 customer service training, empowering teams to handle inquiries efficiently and enhance overall customer satisfaction. Implementing such sophisticated routing capabilities facilitates high-quality customer interactions and streamlined service processes within Dynamics Customer Service.
Power Platform is a suite of tools from Microsoft that lets users build custom apps, automate workflows, and analyze data without needing extensive programming knowledge. It integrates seamlessly with Dynamics 365, enhancing customer service management by allowing businesses to create applications that automate tasks and offer detailed insights into customer interactions. This integration helps in improving customer service in Dynamics 365 by streamlining processes and providing comprehensive customer service management solutions. Businesses can also benefit from Dynamics 365 customer service training to effectively use these tools to enhance their customer service capabilities.
Managing cases in Dynamics 365 Customer Service involves organizing and resolving customer issues through a streamlined system. This component of customer service management uses tools within Dynamics 365 to track, manage, and analyze customer interactions and queries, ensuring effective resolutions. Dynamics 365 customer service enhances efficiencies in handling customer concerns, leveraging automation and integrated data insights. Dynamics 365 customer service training equips professionals with skills to use these features optimally, improving overall customer satisfaction and operational productivity in customer service management.
Entitlements in Dynamics 365 Customer Service are conditions set to define the support services a customer is eligible to receive. They specify the type, quantity, and duration of support provided under a customer's service agreement. Entitlements help streamline customer service management by ensuring that service delivery aligns with customer entitlements. Using Dynamics 365 for customer service, businesses can efficiently track and manage these entitlements, ensuring accurate service delivery and enhancing customer satisfaction. Dynamics 365 Customer Service training helps teams utilize these tools effectively, leveraging entitlement management to improve service quality and customer relationship management.
Service Level Agreements (SLAs) are contracts that define the quality and type of service expected between a service provider and a customer. In the context of **Dynamics 365 Customer Service**, SLAs are crucial as they specify the responsibilities of the customer service team, ensuring they meet certain standards. SLAs help in managing customer expectations by setting clear performance criteria, response times, and resolution targets, which are essential in maintaining effective customer service management. This also aids organizations in monitoring their service efficiency and improving their interaction strategies with customers through Dynamics 365 Customer Service training.
Omnichannel for Dynamics 365 Customer Service integrates various modes of communication to improve customer service management. This feature in Dynamics 365 Customer Service ensures that customers can contact a business through multiple channels like phone, email, or live chat, and receive a seamless service experience. It enhances efficiency by giving agents a single interface with access to all customer interactions. Dynamics 365 Customer Service training equips service teams with skills to utilize these tools effectively, ensuring consistent and high-quality customer service across all touchpoints. This integration helps in managing customer relationships efficiently and improving overall customer satisfaction.
Analytics and insights involve examining data to understand trends, patterns, and performance, which aid in decision-making. Organizations use analytics tools to gauge the effectiveness of their operations and strategies. For example, in customer service, especially within platforms like Dynamics 365, analytics can reveal how quickly issues are resolved, customer satisfaction levels, and areas needing improvement. This insight can guide training programs in Dynamics 365 Customer Service, enhancing the overall efficiency and effectiveness of customer service management. Hence, businesses can refine their approaches for better results and higher customer satisfaction.
The MB-230T01 course empowers professionals to optimize customer service capabilities using Dynamics 365, ideal for those in service-focused roles.
This course provides in-depth training on Microsoft Dynamics 365 Customer Service, focusing on configuring service capabilities, managing cases, implementing service levels, knowledge management, and leveraging insights for service improvement.
