A Complete Guide to the Microsoft Dynamics 365 Customer Service Module to Ace the MB-230 Certification exam.
What you'll learn
Case Management in Detail
Knowledge Management
Service Level Agreements
Entitlements
Service Scheduling
Customizing Customer Service Module
Omni-Channel Management
Requirements
Be able to configure entities/tables in Dataverse
Description
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!
Overview
Section 1: Introduction to Customer Service
Lecture 1 Introduction
Lecture 2 Creating a Trial account
Section 2: Basic Case Management
Lecture 3 Case Walkthrough
Lecture 4 Case Management
Lecture 5 Stages in Case Lifecycle
Lecture 6 Case Status
Lecture 7 Customer Service Admin Center
Section 3: Advanced Case Management
Lecture 8 Customizing Case Resolution Form
Section 4: Queues & Routing Rules
Lecture 9 Queues
Lecture 10 Routing Rules
Lecture 11 Converting Activity to Case
Lecture 12 Subjects
Section 5: Case Relationships
Lecture 13 Parent & Child Cases
Lecture 14 Merging Cases
Section 6: Email Configuration
Lecture 15 Email Configuration
Lecture 16 Automatic Conversion of Emails to Cases
Section 7: Knowledge Base (KB) Management
Lecture 17 Introduction to Knowledge Base Articles (KB Articles)
Lecture 18 Knowledge Base Article creation and resolution
Lecture 19 KB Article Versions
Lecture 20 Creating KB Article from a Template
Lecture 21 Convert Cases to KB Articles
Lecture 22 KB Article Settings
Lecture 23 Service Providers
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
Screenshots