Microsoft Dynamics 365 Customer Service MB-230

Microsoft Dynamics 365 Customer Service - MB-230 training

Microsoft Dynamics 365 Customer Service biedt elke organisatie een kans op klantsucces. Door tools te gebruiken zoals het automatisch aanmaken van dossiers en wachtrijbeheer, maakt u tijd vrij om deze te besteden aan waar u een grotere impact kunt hebben, rechtstreeks bij uw klanten. Sluit je aan bij ons team van wereldwijd erkende experts terwijl ze je stap voor stap begeleiden van het maken van cases tot interactie met klanten en het oplossen van die cases. Zodra u die gevallen heeft opgelost, kunt u uit de gegevensanalyse de belangrijkste details leren om soortgelijke gevallen sneller op te lossen of nieuwe problemen helemaal te voorkomen. Een 'Dynamics 365 Customer Engagement Functional Consultant' is verantwoordelijk voor het uitvoeren van ontdekkingen, het vastleggen van vereisten, het betrekken van materiedeskundigen en belanghebbenden, het vertalen van vereisten en het configureren van de oplossing en applicaties. De 'Functional Consultant' implementeert een oplossing met behulp van out-of-the-box mogelijkheden, codeloze uitbreidbaarheid, applicatie- en service-integraties.

Voor wie?

Deze cursus is bedoeld voor functionele consultants die werken met Dynamics 365 Customer Service. Of functionele consultants die werken met andere Dynamics 365-apps en die hun kennis van Microsoft Dynamics 365 Customer Service willen uitbreiden.

Wat levert deze training jou op?

Na deze MB-230 training beschik je over de volgende vaardigheden:

• Install and configure the customer service app
• Identify common customer service scenarios
• Complete a case resolution process
• Analyze customer service data
• Automate case management record processing
• Create and use knowledge articles
• Create and use entitlements and service level agreements
• Work with Omnichannel
• Work with Connected Customer Service
• Work with Customer Service Scheduling
• Work with Customer Service Insights

Daarnaast is deze training de perfecte voorbereiding op het MB-230: Microsoft Dynamics 365 Customer Service examen.

Taal

Deze training wordt in het Engels gegeven. Het bijbehorende MB-230: Microsoft Dynamics 365 Customer Service examen wordt eveneens in het Engels afgenomen.

Lesmateriaal

Bij de training ontvang je Microsoft Official Courseware. De lestijden zijn van 9.00 tot 16.30.

Examen upgrade

Wil je het officiële MB-230: Microsoft Dynamics 365 Customer Service examen behalen? Wanneer je je inschrijft voor deze training kun je een Examen Upgrade boeken. Je ontvangt dan een Examenvoucher (benodigd om deel te nemen aan het officiële online Microsoft examen).

Vervolgtraining

Wil je het officiële certificaat “Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate” behalen? Hiervoor moet je 2 examens afleggen. Namelijk het MB-230 en PL-200 examen. Om je voor te bereiden op het PL-900 examen volg je de Microsoft Power Platform Functional Consultant – PL-200 training.

Lesprogramma – Microsoft Dynamics 365 Customer Service MB-230

Module 1: Customer Service Overview

In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.

Module 2: Case Management

In this module you will learn how to open and resolve customer service cases, both manually and with automation.

Module 3: Service Level Agreements and Entitlements

In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.

Module 4: Knowledge Management

In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.

Module 5: Omnichannel

In this module, you will learn how to work with Omnichannel for Dynamics 365 Customer Service.

Module 6: Customer Service Scheduling

In this module, you will learn how to use the Customer Service Scheduling feature in Dynamics 365 Customer Service

Module 7: Connected Customer Service

In this module, you will learn how to use Dynamics 365 Connected Customer Service to take data and help execute actual business actions on the data.

Module 8: Customer Service Insights

In this module, you will learn how to work with Customer Service Insights to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.

Delivery formats

Choose a delivery format that suits you best. The following delivery formats are available for this course:

• Online hybrid training

  This training will take place via Zoom with a live trainer. This is a combination of an online training and training on location.

• Virtual classroom

  Attend a the virtual classroom course from any location (workplace or home). You learn from a live instructor and are in contact with other participants. The instructor has the possibility to look at your screen (if necessary) to answer all your questions. This training will take place via Microsoft Teams (free of use).

• In-company course

  Our in-company training is tailored to your company. The specialized trainer only deals with what is important for your company and work situation. That makes our tailor-made training very effective. We provide these training courses in Dutch, English and German. The choice for an in-company training provides an attractive discount. Depending on the number of participants, the discount can be as much as 50% compared to participation in an open training. More information or request a quote.

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