- Module 1: Customer service is a key aspect of any customer relationship management strategy. Microsoft Dynamics 365 Customer Service has many features that organizations can use to manage the services they provide to customers.
- Learn about the pieces of Dynamics 365 Customer Service
- Learn how to optimize Dynamics 365 Customer Service to improve your customer relations
- Module 2: Create cases, manage the case resolution process, work with case hierarchies, and merge similar cases.
- Examine the case resolution process in Dynamics 365 from beginning to end
- Identify the different options that are available for creating and defining cases
- Use business process flows to guide agents through case resolution
- Review when and how parent/child cases are used
- Identify when similar cases should be merged
- Work with case status reason transitions, and configure custom status transitions
- Module 3: Learn about using Microsoft Dynamics 365 Customer Service queues to manage case workloads.
- Identify the different types of Microsoft Dynamics 365 queues that are available
- Create a queue, and define queue members
- Assign, pick, and release queue items
- Define routing rule sets to move items to specific queues
- Set up other Dynamics 365 tables so that they can be used with queues
- Module 4: Learn how to create records by using the automatic creation and update rules functionality. Additionally, you will learn how to use multiple conditions in a single rule to create records differently based on the results.
- Learn about automatic record creation and review instances where you can use it.
- Review the process of defining rules by using the Customer Service Hub app.
- Examine rule items, how they're used within a rule, and the process for defining them within a rule.
- Learn how to use Microsoft Power Automate to create the record in the application.
- Learn how to configure the Power Automate flow to map a contact manually.
- Examine how to use the activity monitor to review the status of rules that are being processed.
- Module 5: Dynamics 365 Customer Service helps organizations manage and resolve issues that customers encounter. Traditionally, you would perform case management by using the core components of Customer Service. One core component is unified routing, which is explained in this module. Prepare for MB-230.
- Learn about basic routing rule sets.
- Learn how to enable and configure queues, users, and capacity for unified routing.
- Learn how to configure cases and emails for record routing.
- Learn how to configure workstreams and intake rules.
In this module, you will:
Let's take a look at the following:
Let's take a look at the following:
In this module, you will:
In this module, you will:
