Microsoft Dynamics 365 Customer Service MB-230

Module 1Get started with Dynamics 365 Customer Service

• Introducing Dynamics 365 Customer Service
• Customer Service core components
• Understand the modern customer journey

Module 2Managing cases with Dynamics 365 Customer

• Service Hub
• Case management overview
• Case creation and lifecycle
• Considerations for case creation automation
• Case management scenarios
• Case management dashboard scenarios
• Case management work with cases scenarios
• Work with status reason transitions

Module 3Use Microsoft Dynamics 365 Customer Service

• queues to manage case workloads
• Introduction to Microsoft Dynamics 365 queues
• Configure tables for queues
• Create a Microsoft Dynamics 365 queue
• Work with queues
• Routing rule sets

Module 4Create or update records automatically in Customer

• Service Hub
• Set up rules to create or update records automatically
• Configure rules for creating or updating records automatically
• Map records manually with Power Automate
• Complete and activate your rule
• Use the activity monitor to review and track rules

Module 5Get started with unified routing for Dynamics 365

• Customer Service
• Route cases by using basic routing rule sets
• Set up unified routing
• Create and manage users
• Create and manage queues for unified routing
• Set up workstreams for record routing

Module 6Create and manage entitlements in Microsoft

• Dynamics 365 Customer Service
• Overview of entitlements
• Create entitlement records
• Work with entitlement channels
• Other considerations
• Define entitlement templates

Module 7Create knowledge management solutions in

• Dynamics 365 Customer Service
• Knowledge management overview
• Create and define knowledge articles
• Knowledge article lifecycle
• Manage knowledge article versions, categories, and translations
• Knowledge article publication

Module 8Use knowledge articles to resolve Dynamics 365

• Customer Service cases
• Knowledge article and case resolution overview
• Enable and configure entities for Knowledge Search
• Configure article search and display options
• Search for knowledge articles
• Article analytics

Module 9Create a survey project with Dynamics 365

• Customer Voice
• Dynamics 365 Customer Voice
• Projects in Dynamics 365 Customer Voice
• Create your first project

Module 10Create customer surveys with Dynamics 365

• Customer Voice
• Survey headers and branding
• Add branching logic to surveys
• Personalize a survey with variables
• Add satisfaction metrics to a survey and project
• Add multiple languages for your surveys

Module 11Send Dynamics 365 Customer Voice surveys

• Create and personalize email templates
• Translate email templates into other languages
• Email a survey
• Upload CSV files
• Use links and QR codes
• Analyze survey reports

Module 12Automate Dynamics 365 Customer Voice surveys

• with Power Automate
• Send a survey with Power Automate
• Create an invitation
• Expand variables to further customize surveys
• Use the locale variable for multilingual surveys
• Use variables for follow - up actions

Module 13Set up Customer Service scheduling

• Set up service scheduling
• Define resources

Module 14Schedule services with Customer Service

• scheduling
• Set up fulfillment preferences
• Create service activities
• Schedule service activities

Module 15Enhance agent productivity with Customer Service

• workspace
• Explore the Customer Service workspace user interface
• View and edit records
• Work with case records
• Use the Productivity pane in Customer Service workspace

Module 16Create custom experiences for agents with agent

• experience profiles in Customer Service
• Create and use agent experience profiles to manage apps
• Application tab templates
• Session templates
• Manage notification settings and templates
• Use templates in workstreams

Module 17Getting started with Omnichannel for Customer

• Service
• Introduction to Omnichannel for Customer Service
• Use the agent interface
• Manage sessions and work with applications
• Work with conversations
• Work with customer information
• Helping an agent's productivity
• Helping an agent's productivity

Module 18Route and distribute work with unified routing in

• Dynamics 365 Customer Service
• Set up work classification
• Route items to queues
• Set up work assignments in queues
• Get started with intelligent routing
• Diagnostics

Module 19Deploy an SMS channel in Omnichannel for

• Dynamics 365 Customer Service
• Configure phone numbers and messaging accounts
• Configure SMS workstream
• Configure SMS workstream options
• Route SMS conversations
• Configure Additional Settings

Module 20Deploy chat widgets with Omnichannel for

• Dynamics 365 Customer Service
• Introduction to chat channels
• Set up a workstream for chat
• Create a chat channel
• Allow chat transcripts and file downloads
• Work with prechat and post - chat surveys
• Embed a chat widget in a portal
• Use proactive chat

Module 21Create smart assist solutions in Omnichannel for

• Dynamics 365 Customer Service
• Work with Microsoft Adaptive Cards
• Build a smart assist bot
• Integrate a smart assist bot with Omnichannel for Customer Service

Module 22Get started with Customer Service Insights

• Introduction to Customer Service Insights
• Configure Customer Service Insights
• Use Customer Service Analytics dashboards in Power BI
• Discover Customer Service Insights dashboards
• Discover Knowledge search analytics

Module 23Create visualizations for Dynamics 365 Customer

• Service
• Create and use charts
• Create dashboards for Customer Service
• Use Power BI to view Customer Service data

Module 24Get started with Connected Customer Service for

• Dynamics 365 and Azure IoT
• Choose a deployment type
• Install Connected Customer Service
• Customer assets and IoT alerts

Module 25Register and manage devices with Connected

• Customer Service for Dynamics 365 and Azure IoT
• Generate alerts from IoT devices
• Device management and interaction
• Create and send commands to IoT devices

Module 26Create custom apps for Dynamics 365 Customer

• Service
• Create Power Apps for Dynamics 365 Customer Service
• Deploy a self - service portal for Customer Service
• Customize case management

Module 27Integrate a Power Virtual Agents bot with

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