Course MB-230T01: Microsoft Dynamics 365 Customer Service

• Gain knowledge about the pieces of Dynamics 365 Customer Service
• Gain knowledge of how to optimize Dynamics 365 Customer Service to improve your customer relations

• Examine the case resolution process in Dynamics 365 from beginning to end
• Identify the different options that are available for creating & defining cases
• Use business process flows to guide agents through case resolution
• Review when & how parent/child cases are used
• Identify when similar topics should be merged
• Work with case status reason transitions, & configure custom status transitions

• Identify the different types of Microsoft Dynamics 365 lines that are available
• Make a queue, & define queue members
• Assign, pick, & release queue items
• Define routing rule sets to move things to specific queues
• Set up other Dynamics 365 tables so that they can be used with queues

• Gain knowledge about automatic record creation & review instances where you can use it.
• Utilize the Customer Service Hub app to go over the process of defining rules.
• Check rule items, how they're used within a practice, & the process for determining them within a practice.
• Gain knowledge of how to use Microsoft Power Automate to make the record in the application.
• Gain an understanding of configuring the Power Automate flow to manually map a contact.
• Check how to use the activity monitor to review the status of rules that are being processed.

• Gain knowledge about basic routing.
• Set up cooperative routing.
• Make & manage user setup.
• Gain knowledge about queues & workstreams

• Make & define entitlement records
• Control when an entitlement is applied
• Define specific entitlement terms & supported channels
• Define entitlements that are product-specific or contact-specific
• Work with multiple entitlement records for a particular customer
• Use entitlement templates to quickly make new entitlements

• Identify scenarios where knowledge articles can be used
• Make & define knowledge articles in Dynamics 365
• Manage the knowledge article lifecycle
• Control article version, translation, & publishing options

• Configure Dynamics 365 Entities for use with Knowledge of Management
• Define & control Article display options on entities
• Search for & use Articles to resolve Dynamics 365 cases
• View & manage Knowledge Article Analytics

• Gain knowledge about Dynamics 365 Customer Voice & how it can benefit an organization.
• Do your first project.
• Discover the high-level features & functionality of a project.

• Do your first survey with a theme & custom branding.
• Gain knowledge of when to use branching rules to guide respondents through a survey.
• Personalize surveys with variables.

• Gain knowledge of how to make email templates to send from Dynamics 365 Customer Voice.
• Gain an understanding of how to email surveys directly from Dynamics 365 Customer Voice.
• Discover the different methods of sending surveys, including direct links & QR codes.
• Send survey reminders & gain knowledge on how to interpret the survey distribution report.

• Gain knowledge about Power Automate's role when setting up projects & surveys in Dynamics 365 Customer Voice.
• Discover the purpose of using variables to further customize surveys.
• Make a flow in Power Automate to make & send survey invitations to customers.

• Get started with Customer Service scheduling.
• Gain knowledge of how to set up Customer Service scheduling.
• Discover how to define resources.

• Gain knowledge of how to define services.
• Discover how to configure fulfillment preferences.
• Gain an understanding of how to make & schedule service activities.

• View & edit records.
• Work with cases.

• Gain knowledge about the App profile manager feature, when it's available, & how to access it.
• Make custom profiles with the user interface.
• Define which channels & productivity features are available within a shape.
• Configure session templates.
• Make application tab templates.
• Make notification templates & use notification fields.
• Review associate session & notification templates with workstreams.

• Gain knowledge about agent experience & managing sessions.
• Work with conversations & customer summaries.

• Set up the components involved in the classification & assignment of work items.
• Classify work items & route work to employees.
• Set up queues to distribute work.
• Run diagnostics.

• Configure an SMS channel.
• Configure phone numbers & messaging accounts such as TeleSign & Twilio.
• Configure SMS workstream & workstream options.
• Route SMS conversations.
• Set up additional settings

• Make a chat channel.
• Allow chat transcripts & file downloads.
• Work with pre-chat & post-chat surveys.
• Embed a chat widget in a portal.

• Write adaptive cards that render content for an intelligent assist bot.
• Build an intelligent assist bot.
• Make a bot user.
• Add an intelligent assist bot to a workstream.
• Enable the Productivity pane.

• Gain knowledge about Customer Service Insights & what they can provide for an organization.
• Examine how to configure Customer Service Insights for your organization.
• Gain knowledge about installing the Power BI app for Customer Service Insights to gain insights.
• Discover the different dashboards that are available.

• Review the data reporting & visualization options in Dynamics 365 Customer Service.
• Discover how to make charts.
• Gain knowledge of how to use & make tier 1 & tier 2 interactive dashboards.
• Discover how to use Microsoft Power BI to view Dynamics 365 Customer Service data.

• Gain knowledge about the Connected Customer Service Add-in for Microsoft Dynamics 365.
• Choose a deployment type.
• Install the Connected Customer Service Add-in.
• Gain knowledge about customer assets & IoT alerts.

• Gain knowledge of how to register IoT devices.
• Discover how to make IoT alerts & convert alerts to cases.
• Gain knowledge about the required security roles for Connected Customer Service.
• Discover how to manage interactions with IoT devices.
• Gain knowledge about sending commands to IoT devices.

• Gain knowledge of how to use Microsoft Power Platform to customize Dynamics 365 Customer Service.
• Gain an understanding of how to make apps from Microsoft Power Apps for Customer Service.
• Gain an understanding of how to deploy a self-service portal for Customer Service.
• Discover how to customize case management.

• Make an Azure Active Directory application.
• Configure the Power Virtual Agents bot.
• Configure Omnichannel for Customer Service.

The Customer Service Hub is a focused, interactive interface designed to ease your day-to-day case & knowledge management activities. It generally shows you all your vital information in one place & after that, lets you focus on the key activities which require your attention.

Since Dynamics GP could be referred to as a traditional ERP while Dynamics SL is a project-based ERP, these are really the only two things they have in common. Dynamics SL typically combines various accounting tools with project management software for global functionality.

Customer relationship management (CRM) is a technology for managing all your company's relationships & interactions with customers & potential customers. A CRM system helps multiple companies stay connected to customers, streamline processes, and improve profitability.

To attend the training session, you should have operational Desktops or Laptops with the required specification and a good internet connection to access the labs.

We would always recommend you attend the live session to practice & clarify the doubts instantly & get more value from your investment. However, if, due to some contingency, you have to skip the class, Radiant Tech learning will help you with the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption & NOT for distribution or commercial use.

Radiant Tech Learning has a data center containing a Virtual Training environment for participant hand-on-practice. 

Participants can easily access these labs over Cloud with the help of a remote desktop connection. 

Radiant virtual labs allow you to gain knowledge from anywhere in the world & in any time zone. 

Learners will be enthralled as we engage them the real-world & industry Oriented projects during the training program. These projects will improve your skills & knowledge & you will gain a better experience. These real-time projects will help you a lot in your future tasks & assignments.