Description

MB-230 Certification Exam Microsoft Dynamics 365 Customer Service

The MB-230 Certification Exam focuses on Microsoft Dynamics 365 Customer Service, enabling professionals to become certified experts in this field. This exam assesses your knowledge and skills in effectively implementing and configuring customer service solutions using Dynamics 365.

To excel in the exam, you need to understand customer service processes, case management, knowledge base management, queues and routing, service level agreements, and integration with other Dynamics 365 modules.

By successfully passing the MB-230 Certification Exam, you demonstrate your proficiency in utilizing Dynamics 365 to provide exceptional customer service experiences. This certification showcases your ability to handle cases efficiently, manage knowledge bases effectively, route cases to the appropriate agents, and integrate customer service with other modules seamlessly

Introduction to Microsoft Dynamics 365 Customer Service

Module 1 provides an overview of Microsoft Dynamics 365 Customer Service. You will learn about the key features and capabilities of Dynamics 365 Customer Service and understand customer service processes and scenarios.

 Case Management

In Module 2, you will learn how to create and manage cases in Dynamics 365. You will explore case resolution and closure techniques and understand how to configure case routing and assignment rules for efficient case handling.

 Knowledge Base Management

Module 3 focuses on knowledge base management in Dynamics 365 Customer Service. You will learn how to create and maintain a knowledge base, author and publish knowledge articles, and utilize the knowledge base effectively for customer support.

Queues and Routing

In Module 4, you will discover how to manage queues for efficient case handling. You will learn how to configure and use routing rules to automatically route cases to the appropriate agents or teams. Additionally, you will explore the implementation of service level agreements (SLAs) to meet customer service expectations.

 Integration with Other Dynamics 365 Modules

Module 5 covers the integration of customer service with other Dynamics 365 modules. You will learn how to sync customer data between modules, leverage data from sales and marketing modules to enhance customer service and ensure a seamless customer experience across different departments.

Customer Service Analytics and Reporting

Module 6 focuses on tracking and analyzing customer service performance. You will learn how to create and customize service reports and dashboards to gain insights into key metrics. Additionally, you will explore the use of Power BI for advanced analytics and visualizations.

Customization and Configuration

In Module 7, you will learn how to customize customer service entities and forms according to your organization’s requirements. You will also explore the configuration of business process flows to streamline customer service processes. Additionally, you will understand how to implement security and access controls to protect sensitive customer data.

Customer Service Automation

Module 8 delves into customer service automation using Dynamics 365. You will learn how to use workflows and business rules to automate repetitive tasks and streamline service operations. Additionally, you will explore service scheduling and resource management techniques and discover how to implement virtual agents and chatbots for self-service customer support.

Customer Service Deployment and Administration

In Module 9, you will learn about planning and deploying Dynamics 365 Customer Service in your organization. You will understand how to manage user accounts and security roles to ensure proper access controls. Additionally, you will gain knowledge of performing system administration tasks to maintain a stable and secure customer service environment.

Prepare for the MB-230 Certification Exam and become a certified Microsoft Dynamics 365 Customer Service professional. This comprehensive course covers all the key topics and skills required to excel in customer service using Dynamics 365. Gain a deep understanding of case management, knowledge base management, queues, and routing, integration with other modules, analytics and reporting, customization and configuration, automation, and deployment and administration of customer service solutions. Start your journey towards becoming a Microsoft Dynamics 365 Customer Service expert with this comprehensive course.

MB-230 Certification Exam – Microsoft Dynamics 365

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