MB-230 Microsoft Certified Dynamics 365 Customer Service Functional Consultant Associate

Topic 1 Work with cases in Dynamics 365 Customer Service

• Get started with Dynamics 365 Customer Service
• Managing cases with Dynamics 365 Customer Service Hub
• Manage cases with Dynamics 365 Customer Service workspace
• Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
• Service representative collaboration in Dynamics 365 Customer Service
• Configure Copilot in Dynamics 365 Customer Service
• Create or update records automatically in Customer Service Hub

Topic 2 Work with entitlements and service level agreements in Dynamics 365 Customer Service

• Work with service-level agreements in Dynamics 365 Customer Service
• Create and manage entitlements in Microsoft Dynamics 365 Customer Service

Topic 3 Work with Knowledge Management Solutions in Dynamics 365 Customer Service

• Create knowledge management solutions in Dynamics 365 Customer Service
• Search and filter knowledge articles by using Dynamics 365 Customer Service
• Use knowledge articles to resolve Dynamics 365 Customer Service cases

Topic 4 Help service reps be more productive in Dynamics 365 Customer Service

• Create custom experiences for service representatives with agent experience profiles in Customer Service
• Enhance representative productivity with Customer Service workspace
• Manage cases with Dynamics 365 Customer Service workspace
• Enhance service representative productivity and personalization in Omnichannel for Customer Service
• Enhance service representative productivity and personalization in Customer Service Hub
• Get started with Dynamics 365 Productivity Tools
• Create smart assist solutions in Contact Center for Dynamics 365 Customer Service

Topic 5 Route and distribute work in Dynamics 365 Customer Service

• Get started with unified routing for Dynamics 365 Customer Service
• Route and distribute work with unified routing in Dynamics 365 Customer Service
• Use skill-based routing in Dynamics 365 Customer Service
• Entity record routing with Omnichannel for Dynamics 365 Customer Service

Topic 6 Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service

• Get started with Omnichannel for Customer Service
• Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
• Deploy a Voice channel in Dynamics 365 Customer Service
• Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
• Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
• Set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service
• Integrate a Microsoft Copilot Studio copilot with Omnichannel for Customer Service

Topic 7 Create surveys with Dynamics 365 Customer Voice

• Create a survey project with Dynamics 365 Customer Voice
• Create customer surveys with Dynamics 365 Customer Voice
• Send Dynamics 365 Customer Voice surveys
• Automate Dynamics 365 Customer Voice surveys with Power Automate
• Embed surveys in your website with Dynamics 365 Customer Voice
• Create customer Power BI reports in Dynamics 365 Customer Voice

Topic 8 Get started with Dynamics 365 Customer Service scheduling

• Set up Customer Service scheduling
• Schedule services with Customer Service scheduling

Topic 9 Work with Customer Service Insights

• Get started with Customer Service Insights
• Create visualizations for Dynamics 365 Customer Service

Topic 10 Use Connected Customer Service with Dynamics 365

• Get started with Connected Customer Service for Dynamics 365 and Azure IoT
• Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT

Promotion Code

Your will get 10% discount voucher for 2nd course onwards if you write us a Google review.

Minimum Entry Requirement

Knowledge and Skills

• Able to operate using computer functions
• Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)

Attitude

• Positive Learning Attitude
• Enthusiastic Learner

Experience

• Minimum of 1 year of working experience.

Target Age Group: 18-65 years old

Minimum Software/Hardware Requirement

Software:

Hardware: Window or Mac Laptops

• Dynamics 365 Customer Service Consultant
• CRM Functional Consultant
• Dynamics 365 Support Specialist
• Customer Engagement Specialist
• Omnichannel Solution Consultant
• Dynamics 365 System Administrator
• Customer Service Implementation Lead
• Dynamics 365 Functional Analyst
• CRM Business Analyst
• Power Platform Functional Consultant
• Customer Service Automation Specialist
• Dynamics 365 Copilot Configuration Specialist
• Microsoft Customer Voice Administrator
• SLA and Entitlements Analyst
• Omnichannel Support Engineer
• CRM Training & Adoption Specialist
• CRM Integration Specialist
• Customer Experience Strategist
• Microsoft Dynamics 365 Consultant
• Azure IoT and Connected Service Specialist

Ajay B :  Ajay is a ACLP certied trainer. Ajay is a vendor neutral cloud consultant and training expert on Cloud , with several Private cloud deployments in India and cloud migration knowledge .He is a Cloud and DevOps enthusiast with consulting, deployment and training expertise on OpenStack, AWS, Google Cloud ,Azure, Jenkins, and Docker

Ajay has 18 + years Industry experience as IT entrepreneur and 9 years in Cloud and Devops technical consulting, implementation and training area, currently working in capacity of Vice President – Cloud and Devops services handling singapore and India

Anil Bidari: Anil  is a ACLP certified trainer. He is an Enterprise Cloud and DevOps Consultant , responsible for  helping clients to move Virtual data centre to Private Cloud based on OpenStack and Public Cloud ( AWS, Azure and Google cloud) . Consulting and training experience on Devops tool chain like github , Jenkins, Sonarqube, Docker & kubernetes, Cloud foundry, Openshift, Ansible and SaltStack. Lot of my Role is involved design and implementation of a solution and training