Course ID: #n. a.

MB-230T01 Dynamics 365 for Customer Engagement for Customer Service

Dauer: 1 Tag Daten:

Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.

1 – Customer Service Overview

  • Create case records
  • Related service apps
  • Analytics for service
  • AI for service
  • Configuring customer service
  • Module summary

2 – Case Management

  • Case management overview
  • Creating case records
  • Queue management
  • Case routing
  • Resolving cases
  • Module summary

3 – Service Level Agreements and Entitlements

  • SLA and entitlement overview
  • Create and manage entitlements
  • Create and manage SLAs
  • Module summary

4 – Knowledge Management

  • Knowledge management overview
  • Authoring and organizing
  • Use knowledge content
  • Manage knowledge content
  • Module summary

Blended Learning, Firmenseminar, Individualcoaching, Klassenraumtraining, Online Live Webinar


Deutsch, Englisch, Französisch, Italienisch


auf Anfrage

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.


  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process
  • Analyze customer service data
  • Automate case management record processing
  • Create and use knowledge articles
  • Create and use entitlements and service level agreements











CHF770 zzgl. MwSt

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