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Learn MB-230

MB-230: Microsoft Dynamics 365 Customer Service

Here are resources for for implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.

You’ll be able to design and implement service management visualizations and reports provided by and in collaboration with the Solution Architect, as well as collaborate with the Dynamics 365 administrator to implement and upgrade Power platform components, including knowledge base and Forms Pro.

It’s recommended that you 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.

It’s also recommended that you understand industry terminology, priorities, standards, methodologies, customer service operations, and best practices. Also, you 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.

Work with cases in Dynamics 365 Customer Service

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.

Work with entitlements and service level agreements in Dynamics 365 Customer Service

This learning path focuses on working with entitlements and service level agreements in Microsoft Dynamics 365 Customer Service.

Work with Knowledge Management Solutions in Dynamics 365 Customer Service

This learning path focuses on working with Knowledge Management Solutions in Microsoft Dynamics 365 Customer Service.

Voice of the Customer for Dynamics 365

This learning path introduces you to the basics of Voice of the Customer for Dynamics 365.</p> <p>Prerequisites:<br /> • A basic understanding of how to move around the Dynamics 365 application and a working knowledge of the core records that are available.<br /> • Familiarity with the basic functionality of the Voice of the Customer solution, like deployment and survey creation.<br /> • Knowledge of Sales, Customer Service, and Field Service is also helpful, but isn't required.