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MB-230

Microsoft Dynamics 365 Customer Service Mastery

Satish Reddy | Over 50,000 Students| Microsoft Dynamics 365 Certified Trainer

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:

Read more

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:

  1. Core Concepts: Understand the fundamentals of Microsoft Dynamics 365 Customer Service, including its architecture, components, and user interface.

  2. Configuration & Customization: Master the art of customizing and configuring the platform to meet your unique business requirements, including creating custom tables, fields, and forms.

  3. 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.

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What's inside

Learning objectives

  • Case management in detail
  • Knowledge management
  • Service level agreements
  • Entitlements
  • Service scheduling
  • Customizing customer service module
  • Omni-channel management

Syllabus

Introduction to Customer Service
Introduction
Creating a Trial account
Quiz 1
Read more
Basic Case Management
Case Walkthrough
Case Management
Stages in Case Lifecycle
Case Status
Customer Service Admin Center
Quiz 2
Advanced Case Management
Customizing Case Resolution Form
Queues & Routing Rules
Queues
Routing Rules
Converting Activity to Case
Subjects
Quiz 3
Case Relationships
Parent & Child Cases
Merging Cases
Quiz 4
Email Configuration
Automatic Conversion of Emails to Cases
Knowledge Base (KB) Management
Introduction to Knowledge Base Articles (KB Articles)
Knowledge Base Article creation and resolution
KB Article Versions
Creating KB Article from a Template
Convert Cases to KB Articles
KB Article Settings
Service Providers
Entitlements
Introduction of Entitlements
Entitlements based on Hours
Channels in Entitlements
Service Level Agreements ( SLA)
Introduction to SLA
Configuring SLA
Pausing of SLA
Introduction to Holiday schedules and Business Hours
Using Holiday Schedules and Business Hours in SLA
Omnichannel
Introduction to Omnichannel
Configuration of Omni-channel
Agent Interface Dashboard
Workstreams
Live Chat Configuration
Social Media Channels
Customer Service

Good to know

Know what's good
, what to watch for
, and possible dealbreakers
Covers core concepts, configuration, and customization, which are essential for tailoring Dynamics 365 Customer Service to specific business needs
Explores case management in detail, which helps learners improve response times and ensure customer satisfaction
Includes hands-on exercises and practical case studies, which allows learners to apply concepts in real-life scenarios
Examines service level agreements, which are essential for managing customer expectations and ensuring service quality
Teaches Omni-channel management, which is increasingly important for providing seamless customer experiences across multiple channels
Requires learners to create a trial account, which may pose a barrier to some learners who do not have the means to do so

Save this course

Save MB-230: Microsoft Dynamics 365 Customer Service Mastery to your list so you can find it easily later:
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Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in MB-230: Microsoft Dynamics 365 Customer Service Mastery with these activities:
Review Dynamics 365 Fundamentals
Reinforce your understanding of the core Dynamics 365 platform before diving into the Customer Service module. This will help you better understand the context and dependencies of the Customer Service features.
Show steps
  • Review the core modules of Dynamics 365.
  • Understand the common data model used across Dynamics 365.
  • Familiarize yourself with the Power Platform components.
Review Dynamics 365 Fundamentals
Solidify your understanding of the core Dynamics 365 platform before diving into the Customer Service module. This will help you grasp the underlying architecture and concepts.
Show steps
  • Review the core modules of Dynamics 365.
  • Familiarize yourself with the common data model.
  • Understand the Power Platform integration.
Read 'Customer Relationship Management: Concepts and Technologies'
Expand your knowledge of CRM principles and technologies by reading a comprehensive textbook. This will provide a solid foundation for understanding Dynamics 365 Customer Service.
View Customer Relationship Management on Amazon
Show steps
  • Obtain a copy of 'Customer Relationship Management: Concepts and Technologies'.
  • Read the book and take notes on key concepts.
  • Relate the concepts to the features and functionality of Dynamics 365 Customer Service.
Eight other activities
Expand to see all activities and additional details
Show all 11 activities
Read 'Microsoft Dynamics 365 Customer Service Insights'
Deepen your understanding of Customer Service Insights and how to leverage data to improve customer satisfaction. This book will help you understand how to use AI to improve customer satisfaction.
View Putting Knowledge to Work on Amazon
Show steps
  • Read the book cover to cover.
  • Take notes on key concepts and insights.
  • Reflect on how to apply these insights to real-world scenarios.
Explore Microsoft Learn Modules on Customer Service
Deepen your understanding of specific Customer Service features by working through Microsoft's official learning paths. This provides hands-on experience and reinforces key concepts.
Show steps
  • Search for relevant Customer Service modules on Microsoft Learn.
  • Complete the modules, paying attention to hands-on exercises.
  • Take notes on key takeaways and best practices.
Read 'The Effortless Experience: Conquering the New Battleground for Customer Loyalty'
Gain a deeper understanding of customer service strategy and best practices by reading a popular industry book. This will provide context for the technical skills you are learning in the course.
View The Effortless Experience on Amazon
Show steps
  • Obtain a copy of 'The Effortless Experience'.
  • Read the book and take notes on key concepts.
  • Reflect on how the concepts relate to Dynamics 365 Customer Service.
Create a Knowledge Base Article
Reinforce your understanding of knowledge base management by creating a comprehensive article on a common customer service issue. This will help you think critically about how to document and share solutions effectively.
Show steps
  • Identify a common customer service issue.
  • Research the issue and gather relevant information.
  • Write a clear and concise knowledge base article.
  • Format the article for easy readability.
  • Publish the article to your Dynamics 365 environment.
Write a Blog Post on a Customer Service Topic
Solidify your understanding of a specific Customer Service topic by writing a blog post explaining it to others. This will force you to think critically and communicate effectively.
Show steps
  • Choose a Customer Service topic that interests you.
  • Research the topic thoroughly.
  • Write a clear and concise blog post explaining the topic.
  • Include examples and visuals to illustrate your points.
Build a Customer Service Case Management System
Solidify your knowledge by building a complete case management system within a Dynamics 365 trial environment. This project will force you to apply the concepts learned in the course and troubleshoot real-world challenges.
Show steps
  • Design the case management process flow.
  • Configure queues and routing rules.
  • Customize the case resolution form.
  • Implement SLAs and entitlements.
  • Test the system with various scenarios.
Practice Case Management Scenarios
Reinforce your case management skills by working through realistic scenarios. This will help you apply your knowledge and improve your problem-solving abilities.
Show steps
  • Create sample customer cases with varying levels of complexity.
  • Practice resolving cases using different methods and tools.
  • Document your solutions and identify areas for improvement.
Build a Customer Service Knowledge Base
Apply your knowledge of Knowledge Base management by creating a sample knowledge base for a specific product or service. This will demonstrate your ability to organize and present information effectively.
Show steps
  • Choose a product or service to create a knowledge base for.
  • Research common customer issues and questions.
  • Create knowledge base articles to address these issues.
  • Organize the articles into a logical structure.

Career center

Learners who complete MB-230: Microsoft Dynamics 365 Customer Service Mastery will develop knowledge and skills that may be useful to these careers:
Customer Service Specialist
A Customer Service Specialist interacts directly with customers to address their inquiries and resolve issues. This course on Microsoft Dynamics 365 Customer Service helps to build the skills needed to efficiently manage cases, utilize knowledge bases, and ensure customer satisfaction. A customer service specialist will apply knowledge of case management, service level agreements, and entitlements learned in this course while working with Microsoft Dynamics 365. The course's focus on case management and configuration of the platform directly translates to the daily tasks of a customer service specialist. This is a fantastic course for those seeking to excel in the role of customer service specialist.
See salaries and explore the career path for Customer Service Specialist
Technical Trainer
A Technical Trainer educates users and other professionals on software such as Microsoft Dynamics 365. This course on Microsoft Dynamics 365 Customer Service helps to develop technical expertise and an understanding of the platform. A technical trainer will use this knowledge to explain and demonstrate the software's features, including case management, knowledge bases, and service level agreements. The course covers various aspects of Dynamics 365, providing a complete view of the platform, which is essential for a technical trainer. This course is the perfect introduction for anyone who wishes to train others on this platform.
See salaries and explore the career path for Technical Trainer
Dynamics 365 Consultant
A Dynamics 365 Consultant helps businesses implement and optimize their use of Microsoft Dynamics 365. This course on Microsoft Dynamics 365 Customer Service helps a consultant understand the details of the customer service module, including configuration, case management, and the use of knowledge bases. A consultant will use the skills to guide clients in effectively using the platform. The course provides a deep dive into the processes and customization options, which are critical for a Dynamics 365 Consultant. This course provides specific knowledge that is highly relevant in the field of consulting with an emphasis on the customer service module.
See salaries and explore the career path for Dynamics 365 Consultant
Implementation Specialist
An Implementation Specialist is responsible for deploying and setting up new software systems for clients, such as Microsoft Dynamics 365. This course on the Customer Service module of Microsoft Dynamics 365 will help an implementation specialist understand the configuration and customization aspects of the platform. An implementation specialist will apply the knowledge to effectively deploy the module for new clients. The course's depth of content regarding setup and customization is essential for success in this role. This is a great course for those seeking to transition into a role as an implementation specialist.
See salaries and explore the career path for Implementation Specialist
IT Support Analyst
An IT Support Analyst provides technical support to end-users, which may include assisting with Microsoft Dynamics 365. This course on Microsoft Dynamics 365 Customer Service will help an analyst understand the ins and outs of the platform, particularly the customer service module. IT professionals in this role will be able to directly address user questions regarding the software, troubleshoot issues, and support the platform's infrastructure. The course content is very helpful because it covers the configuration and customization of Dynamics 365. This is an excellent course for individuals looking to advance their careers as an IT Support Analyst.
See salaries and explore the career path for IT Support Analyst
Customer Support Manager
A Customer Support Manager oversees a team of customer service representatives, ensuring that the team is efficiently addressing customer needs. This course on Microsoft Dynamics 365 Customer Service helps to develop the skills necessary to manage case lifecycles, configure the platform, and improve service operations. The course is particularly helpful because it addresses case management, routing rules, service level agreements, and entitlements. A customer support manager will need these tools to manage their team. The course provides the necessary knowledge of Microsoft Dynamics 365 to understand and optimize support processes.
See salaries and explore the career path for Customer Support Manager
Technical Support Engineer
A Technical Support Engineer provides technical assistance to clients, which can include supporting Microsoft Dynamics 365. This course on the Customer Service module of Microsoft Dynamics 365 is useful for understanding the technical aspects of the platform. An engineer will be able to support users and troubleshoot issues, all while leveraging their knowledge of case management and configurations. The course provides practical experience with the platform's features, making it easier to address technical challenges. The course content, especially its focus on configuration and troubleshooting, directly correlates to the duties of a technical support engineer.
See salaries and explore the career path for Technical Support Engineer
System Administrator
A System Administrator manages and maintains computer systems, which may include Microsoft Dynamics 365. This course on Microsoft Dynamics 365 Customer Service will help those in system administration roles understand the ins and outs of Dynamics 365, focusing on the customer service module. This includes configuring and customizing the platform, managing user access and permissions, and ensuring smooth operation. A system administrator will use this knowledge to implement changes that improve customer service operations. The course's emphasis on configuration and customization is invaluable for a system administrator who manages this platform.
See salaries and explore the career path for System Administrator
Solutions Architect
A Solutions Architect designs and implements technology solutions for businesses, which can include Microsoft Dynamics 365. This course on Microsoft Dynamics 365 Customer Service provides a understanding of the platform's capabilities and how it can be customized to meet specific business needs. A solutions architect will use the skills gained to design efficient and effective solutions using the customer service module. The course covers all aspects of configuration, customization, and case management. These are key elements that a solutions architect needs to master. This is a fantastic course for those who wish to become a solutions architect.
See salaries and explore the career path for Solutions Architect
Customer Relationship Manager
A Customer Relationship Manager focuses on building and maintaining client relationships, and often interfaces with the technology used in customer service. This course on Microsoft Dynamics 365 Customer Service may help a manager understand how the platform can be used to improve customer interactions and support. A customer relationship manager will use the knowledge of the platform to strategize ways to improve customer satisfaction and retention. The course's focus on various features of the customer service module may help a manager understand their impact on customer experience. This course may provide a helpful grounding in the technology used by the customer service team.
See salaries and explore the career path for Customer Relationship Manager
Service Delivery Manager
A Service Delivery Manager oversees the delivery of customer service and support. This course on Microsoft Dynamics 365 Customer Service provides a foundation for managing the technology involved in customer service. A service delivery manager will use the knowledge of case management, knowledge bases, and service level agreements to optimize service delivery. The course's focus on the practical aspects and configuration settings of the platform is directly applicable to improving service delivery. This course may be useful for someone seeking to effectively manage customer service operations using Microsoft Dynamics 365.
See salaries and explore the career path for Service Delivery Manager
Business Analyst
A Business Analyst analyzes business processes and recommends improvements. This course helps a business analyst to understand the capabilities of Microsoft Dynamics 365 Customer Service, especially with respect to case management, knowledge bases, and service level agreements. A business analyst can use this understanding to optimize business workflows. The course content facilitates the analyst's capacity to suggest how an organization can better serve customers. The course's information concerning configuration and customization are integral to a business analyst's knowledge base. This course may be useful for those wanting to apply their analytical skills in the context of customer relationship management.
See salaries and explore the career path for Business Analyst
Project Manager
A project manager oversees projects, which can include the implementation of software such as Microsoft Dynamics 365. This course on the Customer Service module of Microsoft Dynamics 365 may be useful for a project manager seeking to understand the intricacies of the platform. A project manager will use the knowledge of case management, configuration settings, and knowledge bases in order to manage the implementation of the platform. The course's practical focus on the platform may be useful for a project manager in charge of such projects. This course may be useful for project managers interested in understanding how the customer service module works.
See salaries and explore the career path for Project Manager
Process Improvement Specialist
A Process Improvement Specialist is focused on streamlining and optimizing business processes. This course on Microsoft Dynamics 365 Customer Service may provide valuable insights into the platform's tools for managing customer interactions. A specialist may use the knowledge to identify opportunities for enhancing customer service workflows. The course's content on case management, service level agreements, and routing rules may be helpful to specialists seeking process improvement. The course offers practical information on the use of technology to streamline business processes. This course may provide a basis for optimizing business processes.
See salaries and explore the career path for Process Improvement Specialist
Data Analyst
A Data Analyst interprets data and creates reports to help business decision making. This course on Microsoft Dynamics 365 Customer Service may provide insight into the types of data collected. A data analyst will use the knowledge of how data is generated from the customer service module. This will enable them to create reports regarding customer interactions and support. The course's focus on case management and service delivery may help a data analyst better understand the context behind the data. This course may provide a foundation for analyzing customer service data.
See salaries and explore the career path for Data Analyst

Reading list

We've selected three books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in MB-230: Microsoft Dynamics 365 Customer Service Mastery.
Cover image
The Effortless Experience
Save
Challenges conventional wisdom about exceeding customer expectations and argues that reducing customer effort is the key to loyalty. It provides valuable insights into how to streamline customer service processes and improve efficiency. This book is particularly useful for understanding how to optimize the Dynamics 365 Customer Service module for effortless customer interactions. It offers a different perspective than the technical aspects covered in the course.
The Effortless Experience
Paperback
Check
The Effortless Experience
Kindle Edition
Check
Cover image
Putting Knowledge to Work
Save
Provides a deep dive into Customer Service Insights, a powerful analytics tool within Dynamics 365. It covers how to use AI to improve customer satisfaction. It is useful for understanding how to leverage data to optimize customer service operations. This book is valuable as additional reading to expand on the course's coverage of case management and omnichannel.
Putting Knowledge to Work
Paperback
Check
Putting Knowledge to Work
Kindle Edition
Check
Cover image
Customer Relationship Management
Save
Provides a comprehensive overview of CRM concepts, strategies, and technologies. It covers a wide range of topics, including customer acquisition, retention, and loyalty. This book is helpful for understanding the broader context of Dynamics 365 Customer Service and how it fits into a larger CRM strategy. It is commonly used as a textbook in academic institutions and by industry professionals.
Customer Relationship Management
Paperback
$$$
Customer Relationship Management: Concepts,...
Kindle Edition
$$$

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Effort
3 total hours
Via
Udemy
Instructor
Satish Reddy | Over 50,000 Students| Microsoft Dynamics 365 Certified Trainer
Language
English
Good to know
Covers core concepts, configuration, and customization, which are essential for tailoring Dynamics 365 Customer Service to specific business needs
Explores case management in detail, which helps learners improve response times and ensure customer satisfaction
Includes hands-on exercises and practical case studies, which allows learners to apply concepts in real-life scenarios
Examines service level agreements, which are essential for managing customer expectations and ensuring service quality
Teaches Omni-channel management, which is increasingly important for providing seamless customer experiences across multiple channels
Requires learners to create a trial account, which may pose a barrier to some learners who do not have the means to do so
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