Microsoft Dynamics 365 Customer Service Functional Consultant

MB-230:Microsoft Dynamics 365 Customer Service Functional Consultant with customer service expertise. You’re responsible for implementing solutions that focus upon: Customer service, Quality, Reliability, Efficiency, Customer satisfaction.

You design and implement service management processes and automation in collaboration with solution architects and developers. You coordinate with customer engagement administrators to implement and upgrade customer service components including: Omnichannel engagement, Collaboration, Knowledge management, Customer feedback, Connected services.

1. Introduction to Dynamics 365 Customer Service

Overview of the Dynamics 365 ecosystem
Introduction to Dynamics 365 Customer Service
Dynamic 365 role in customer relationship management

2. Navigating Dynamic 365 Customer Service

User interface and navigation in the Dynamics 365 Customer Service app.
Accessing and managing cases, knowledge articles, and customer records

3. Case Management

Creating and managing customer cases
Case resolution processes and workflows

4. Knowledge Base Management

Creating and managing knowledge articles
Knowledge base search and utilization

5. Queue Management

Setting up and managing queues for case assignment
Prioritizing and routing cases

6. Service Level Agreements (SLAs):

Configuring and managing SLAs for response and resolution times
SLA tracking and reporting

7. Customer Engagement

Managing customer interactions and communication
Email integration and case communication tracking

8. Social Engagement

Monitoring and engaging with customers on social media
Social listening and sentiment analysis

9. Unified Service Desk

Using the Unified Service Desk for a unified view of customer interactions
Customization and configuration of the Unified Service Desk

10. Mobile Customer Service

Using mobile apps for customer service activities
Real-time updates and communication with customers

11. Voice of the Customer

Gathering feedback through surveys and feedback forms
Analyzing customer feedback and insights

12. Analytics and Reporting

Analyzing customer service performance
Generating reports and dashboards

13. Integration with Other Modules

Integrating Dynamics 365 Customer Service with other Dynamics 365 modules
Integration with Power Platform and other Microsoft tools

14. Customization and Configuration

Customizing forms, views, and reports
Configuring business processes and workflows

15. Security and Access Control

Managing user roles and permissions
Ensuring data security and compliance

Fees Structure :	4900 INR / 60 USD
Total No of Class :	31 Video Class
Class Duration :	18:30 Working Hours
Download Feature :	Download Avalable
Technical Support :	Call / Whatsapp : +91 8680961847
Working Hours :	Monday to Firday 9 AM to 6 PM
Payment Mode :	Credit Card / Debit Card / NetBanking / Wallet (Gpay/Phonepay/Paytm/WhatsApp Pay)

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Fees Structure :	7000 INR / 85 USD
Class Duration :	20 Days
Class Recording :	Live Class Recording available
Class Time :	Monday to Firday 1.5 hours per day / Weekend 3 Hours per day
Technical Support :	Call / Whatsapp : +91 8680961847
Working Hours :	Monday to Firday 9 AM to 6 PM
Payment Mode :	Credit Card / Debit Card / NetBanking / Wallet (Gpay/Phonepay/Paytm/WhatsApp Pay)

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