Training - Dynamics 365

Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Manage Cases and Knowledge Management

  • Create and Manage Cases:
      • Configure cases
      • Manage case lists
      • Create and search for case records
      • Convert activities to cases
      • Perform case resolution
      • Implement parent/child cases
      • Merge cases
      • Set autonumbering for customer service entities
  • Configure and Automate Cases:
      • Implement advanced similarity rules
      • Implement record creation and update rules
      • Route cases using basic routing rulesets
      • Customize the case resolution form
      • Configure status reason transitions
      • Configure business process flows
  • Implement Knowledge Management:
      • Configure the knowledge search control
      • Configure knowledge article search filters and search providers
      • Link an article with a case
      • Use knowledge management to resolve cases
      • Manage the knowledge management article lifecycle
      • Manage knowledge management articles
      • Configure tables for knowledge management
      • Manage knowledge article templates
      • Implement knowledge search
      • Configure categories and subjects
      • Convert cases to knowledge articles
  • Capture Customer Feedback by using Customer Voice:
      • Create a survey
      • Describe survey elements, including question types
      • Apply formatting and branding to a survey
      • Trigger distribution of a survey
      • Describe and analyze survey results, including customer satisfaction (CSAT) and Net Promoter Score (NPS)

Manage Queues, Entitlements, and Service-Level Agreements

  • Create and Manage Queues:
      • Describe use cases for each queue type
      • Configure queues
      • Add cases and activities to queues
      • Configure tables for queues
      • Perform queue operations, including pick, release, remove, and delete operations
  • Create and Manage Entitlements:
      • Configure and apply entitlements
      • Define and create entitlements, including products, channels, contacts, allocations, and service-level agreements
      • Manage entitlement templates
      • Activate and deactivate entitlements
      • Renew or cancel an entitlement
  • Create and Manage SLAs:
      • Define and create SLAs
      • Configure SLA settings
      • Configure a holiday schedule
      • Configure a customer service schedule
      • Implement actions by using Power Automate
      • Manage cases that are associated with SLAs
      • Manually apply an SLA
      • Create and manage SLA items, including key performance indicators (KPIs), warning actions, success actions, and applicability
  • Implement Unified Routing:
      • Describe unified routing stages
      • Configure work classification and assignments
      • Configure assignment rules
      • Configure workstreams
      • Configure queues
      • Configure user attributes, including capacity profiles
      • Configure skills-based routing
      • Configure unified record routing

Implement Scheduling

  • Manage Resources:
      • Configure business closures
      • Configure organizational units
      • Configure resources
      • Configure work hours
      • Configure facilities and equipment
  • Manage Services:
      • Define services
      • Schedule a service activity
      • Configure fulfillment preferences

Implement Omnichannel for Customer Service

  • Deploy Omnichannel for Customer Service:
      • Provision Omnichannel for Customer Service
      • Configure application settings, including data masking, operating hours, authentication settings, self-service settings, and sentiment analysis
      • Configure work streams
      • Configure routing values
      • Implement context variables
  • Manage Channels:
      • Configure channels
      • Enable the chat widget on websites
      • Configure pre-chat surveys
      • Configure proactive chat
      • Configure Short Message Service (SMS)
      • Configure the voice channel
  • Configure the Supervisor Experience:
      • Configure Omnichannel Insights dashboard
      • Configure intraday insights
      • Customize KPIs for intraday insights
      • Enable sentiment analysis

Manage Analytics and Insights

  • Configure Customer Service Insights for Dynamics 365 Customer Service:
      • Configure Customer Service historical analytics
      • Configure topic clustering
      • Configure knowledge search analytics
  • Create and Configure Visualizations:
      • Configure tier 1 and tier 2 interactive dashboards
      • Design and create customer service charts
      • Design reports by using the Report Wizard
      • Design and create Power BI reports and dashboards

Implement Customer Service Workspaces

  • Describe Customer Service Workspaces:
      • Configure session management
      • Configure administration features
      • Describe navigation and sessions
  • Implement the app profile manager:
      • Implement app profiles
      • Configure session, application, and notification templates
      • Configure macros and agent scripts
      • Configure smart assist

Implement Microsoft Power Platform

  • Configure Model-Driven Apps:
      • Create and configure forms
      • Create and configure views
      • Configure site maps
  • Create Custom Apps:
      • Create task-specific canvas or model apps
      • Embed apps in Dynamics 365 Customer Service
      • Create a custom portal to support customer service processes
  • Integrate Power Virtual Agents Chatbots with Dynamics 365 Customer Service:
      • Describe Power Virtual Agents components and concepts
      • Integrate Power Virtual Agents with Dynamics 365 Customer Service
      • Create escalate conversations to a live agent
      • Create manage chatbots

Implement Connected Customer Service

  • Describe Connected Customer Service:
      • Describe IoT components
      • Identify use cases for Connected Customer Service
  • Implement Connected Customer Service with IoT Hub:
      • Manage IoT devices
      • Manage security roles for Connected Customer Service

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