MB-230: Microsoft Dynamics 365 Customer Service Mastery

MB-230: Microsoft Dynamics 365 Customer Service Mastery, available at $22.99, has an average rating of 4.11, with 37 lectures, 5 quizzes, based on 229 reviews, and has 907 subscribers.

You will learn about Case Management in Detail Knowledge Management Service Level Agreements Entitlements Service Scheduling Customizing Customer Service Module Omni-Channel Management This course is ideal for individuals who are IT professionals aiming to expand their expertise in Microsoft Dynamics 365 Customer Service module. or End users looking to specialize in the Dynamics 365 Customer Service module. or Customer service professionals looking to level up their skills and provide better support to their customers. or Business owners seeking to improve customer satisfaction and retention. or Architects & Business Analysts It is particularly useful for IT professionals aiming to expand their expertise in Microsoft Dynamics 365 Customer Service module. or End users looking to specialize in the Dynamics 365 Customer Service module. or Customer service professionals looking to level up their skills and provide better support to their customers. or Business owners seeking to improve customer satisfaction and retention. or Architects & Business Analysts.

Enroll now: MB-230: Microsoft Dynamics 365 Customer Service Mastery

Summary

Title: MB-230: Microsoft Dynamics 365 Customer Service Mastery

Price: $22.99

Average Rating: 4.11

Number of Lectures: 37

Number of Quizzes: 5

Number of Published Lectures: 37

Number of Published Quizzes: 5

Number of Curriculum Items: 42

Number of Published Curriculum Objects: 42

Original Price: $22.99

Quality Status: approved

Status: Live

What You Will Learn

Case Management in Detail
Knowledge Management
Service Level Agreements
Entitlements
Service Scheduling
Customizing Customer Service Module
Omni-Channel Management

Who Should Attend

IT professionals aiming to expand their expertise in Microsoft Dynamics 365 Customer Service module.
End users looking to specialize in the Dynamics 365 Customer Service module.
Customer service professionals looking to level up their skills and provide better support to their customers.
Business owners seeking to improve customer satisfaction and retention.
Architects & Business Analysts

Target Audiences

IT professionals aiming to expand their expertise in Microsoft Dynamics 365 Customer Service module.
End users looking to specialize in the Dynamics 365 Customer Service module.
Customer service professionals looking to level up their skills and provide better support to their customers.
Business owners seeking to improve customer satisfaction and retention.
Architects & Business Analysts

Learn from Udemy’s top-rated trainer, Satish Reddy, who has helped thousands of students worldwide master Microsoft Dynamics 365 and Power Platform. Satish’s hands-on approach and clear explanations will make complex concepts easy to grasp and apply in real-life scenarios.

With 24 high-quality video lessons, hands-on exercises, and practical case studies, you’ll learn:

Core Concepts: Understand the fundamentals of Microsoft Dynamics 365 Customer Service, including its architecture, components, and user interface.
Configuration & Customization: Master the art of customizing and configuring the platform to meet your unique business requirements, including creating custom tables, fields, and forms.
Case Management: Learn how to create, manage, and resolve customer cases efficiently, improving response times and ensuring customer satisfaction.

This course is perfect for:

IT professionals aiming to expand their expertise in Microsoft Dynamics 365 Customer Service module.
End users looking to specialize in the Dynamics 365 Customer Service module.
Customer service professionals looking to level up their skills and provide better support to their customers.
Business owners seeking to improve customer satisfaction and retention.

Zero Risk Investment:

Remember, you have absolutely nothing to lose! With Udemy’s 30-day money-back guarantee, you can enroll in “Microsoft Dynamics 365 Customer Service Mastery” with complete confidence. If you’re not satisfied with the course, simply request a refund within the first 30 days, no questions asked. Enroll now and start your journey towards exceptional customer service!

Course Curriculum

Chapter 1: Introduction to Customer Service

Lecture 1: Introduction

Lecture 2: Creating a Trial account

Chapter 2: Basic Case Management

Lecture 1: Case Walkthrough

Lecture 2: Case Management

Lecture 3: Stages in Case Lifecycle

Lecture 4: Case Status

Lecture 5: Customer Service Admin Center

Chapter 3: Advanced Case Management

Lecture 1: Customizing Case Resolution Form

Chapter 4: Queues & Routing Rules

Lecture 1: Queues

Lecture 2: Routing Rules

Lecture 3: Converting Activity to Case

Lecture 4: Subjects

Chapter 5: Case Relationships

Lecture 1: Parent & Child Cases

Lecture 2: Merging Cases

Chapter 6: Email Configuration

Lecture 1: Email Configuration

Lecture 2: Automatic Conversion of Emails to Cases

Chapter 7: Knowledge Base (KB) Management

Lecture 1: Introduction to Knowledge Base Articles (KB Articles)

Lecture 2: Knowledge Base Article creation and resolution

Lecture 3: KB Article Versions

Lecture 4: Creating KB Article from a Template

Lecture 5: Convert Cases to KB Articles

Lecture 6: KB Article Settings

Lecture 7: Service Providers

Chapter 8: Entitlements

Lecture 1: Introduction of Entitlements

Lecture 2: Entitlements based on Hours

Lecture 3: Channels in Entitlements

Chapter 9: Service Level Agreements ( SLA)

Lecture 1: Introduction to SLA

Lecture 2: Configuring SLA

Lecture 3: Pausing of SLA

Lecture 4: Introduction to Holiday schedules and Business Hours

Lecture 5: Using Holiday Schedules and Business Hours in SLA

Chapter 10: Omnichannel

Lecture 1: Introduction to Omnichannel

Lecture 2: Configuration of Omni-channel

Lecture 3: Agent Interface Dashboard

Lecture 4: Workstreams

Lecture 5: Live Chat Configuration

Lecture 6: Social Media Channels

Instructors

Satish Reddy | Over 50,000 Students| Microsoft Dynamics 365 Certified Trainer
Ex-Microsoft ‖ Microsoft Certified Trainer and Architect

Rating Distribution

1 stars: 5 votes
2 stars: 7 votes
3 stars: 35 votes
4 stars: 80 votes
5 stars: 102 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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