Microsoft Dynamics 365 Customer Service (MB-230)
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Machine Learning Engineer
In this compact bootcamp, you will set up a complete customer service environment, from automated case routing to omnichannel interactions via chat, voice and social media. You will define SLAs and entitlements, build a knowledge base, use AI-supported suggestions and sentiment analyses and evaluate service KPIs in real time with Power BI. Hands-on labs will prepare you to immediately deliver added value in real customer support and pass the MB-230 certification.
- System architecture & Dataverse basics
- Case management: queues, automatic case creation, routing rules
- Service Level Agreements & Entitlements
- Knowledge base, articles & AI answer suggestions
- Omnichannel for customer service: chat, voice, social, bots
- Customer Service Workspace & Agent Productivity Tools
- Analytics & Insights: Dashboards, Power BI, Sentiment Analysis
- Integrations: Teams, Outlook, Field Service, Power Automate
- Security, Compliance & Exam Tips for MB-230
- Set up a complete customer service environment with automatic case routing and omnichannel interactions
- Defining service level agreements (SLAs) and authorizations
- Leverage AI-powered suggestions, sentiment analysis and real-time service KPIs with Power BI
This course consists of training training and is led by a trainer who supervises the participants live. Theory and practice are taught with live demonstrations and practical exercises. The video conferencing software Zoom is used.
Service Agents, Team Leads, Functional Consultants, CRM Admins and anyone who wants to get Dynamics 365 Customer Service up and running quickly and take their support processes to the next level.
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