Reviews 5,0
Reviews 5,0
MB-230 Dynamics 365 Customer Service
Modern customer service teams need efficient processes, centralized information, and consistent communication across various channels. Microsoft Dynamics 365 Customer Service helps companies handle service requests in a structured manner, provide targeted knowledge, and automate processes.
Key topics
- Fundamentals and key features of Dynamics 365 Customer Service.
- Omnichannel communication across various contact points.
- Setting up and using a centralized knowledge management system.
- Automation of service processes, workflows, and service-level agreements.
- Analysis of service data, activities, and key performance indicators.
Prerequisite
Basic knowledge of CRM systems, customer service processes, or digital customer support is helpful. Some prior experience with Microsoft Dynamics 365 or other Microsoft cloud applications will make it easier to get started.
Target group
This course is designed for employees in customer service, support, process management, consulting, and IT who use or administer Dynamics 365 Customer Service or wish to optimize service processes with it.
With Dynamics 365 Customer Service, you can centrally manage customer inquiries, standardize workflows, and make service processes more transparent. The course provides practical knowledge to help you use the platform effectively and build an efficient, customer-focused service organization.
- Understand the structure and function of Dynamics 365 Customer Service.
- Create and maintain case records.
- Get to know complementary service applications.
- Leverage AI features within the customer service environment.
- Work with service analytics and key performance metrics.
- Understand the core principles of case management.
- Create and maintain case records in a structured way.
- Set up and manage queues.
- Route cases to the right teams or agents.
- Close and document service cases properly.
- Understand entitlement concepts and SLA fundamentals.
- Create, configure and manage entitlements.
- Define SLAs and manage them in live operations.
- Set up knowledge management in Dynamics 365 Customer Service.
- Author, structure and publish knowledge content.
- Apply knowledge articles effectively during case resolution.
- Maintain and quality-check the knowledge base.
Up to 100% funding for your continuing education
Attractive funding opportunities are available for numerous continuing education programs – depending on the funding program, up to 100% funding is possible.
The requirement is that you live or work in Germany. Our funding opportunities are not available outside of Germany.
Funding opportunities are available for career starters, job seekers, career changers, startups, experienced professionals, those seeking career advancement, and specialists.
