Dynamics 365Intermediate
MB-230 Dynamics 365 Customer Service Functional Consultant Associate
5 (199 reviews) 200 students 4 Weeks Intermediate
Instructor
Category
Dynamics 365
Rating
5 (199)
Students
200
Language
English
Duration
4 Weeks
What you'll cover
1Customer Service Fundamentals+
- Configure the Customer Service workspace
- Set up case management and case types
- Configure queues and routing rules
- Implement case resolution and closure processes
2Knowledge Management+
- Configure knowledge base articles and templates
- Implement knowledge search and suggestions
- Manage article lifecycle and approval workflows
- Configure knowledge article analytics
3Omnichannel Configuration+
- Configure omnichannel for chat and digital messaging
- Implement workstreams and channel configurations
- Configure intelligent routing rules
- Implement context variables and pre-chat surveys
4Service Level Agreements+
- Configure SLAs, entitlements, and KPIs
- Implement automatic case creation rules
- Configure customer service scheduling
- Implement escalation and notification rules
5Analytics and AI Features+
- Configure Customer Service Insights dashboards
- Implement Copilot for Customer Service
- Build service analytics with Power BI
- Configure sentiment analysis for cases