MB-230 Microsoft Certified Dynamics 365 Customer Service Functional Consultant Associate

Topic 1 Work with cases in Dynamics 365 Customer Service

• Get started with Dynamics 365 Customer Service
• Managing cases with Dynamics 365 Customer Service Hub
• Manage cases with Dynamics 365 Customer Service workspace
• Use Microsoft Dynamics 365 Customer Service queues to manage case workloads
• Service representative collaboration in Dynamics 365 Customer Service
• Configure Copilot in Dynamics 365 Customer Service
• Create or update records automatically in Customer Service Hub

Topic 2 Work with entitlements and service level agreements in Dynamics 365 Customer Service

• Work with service-level agreements in Dynamics 365 Customer Service
• Create and manage entitlements in Microsoft Dynamics 365 Customer Service

Topic 3 Work with Knowledge Management Solutions in Dynamics 365 Customer Service

• Create knowledge management solutions in Dynamics 365 Customer Service
• Search and filter knowledge articles by using Dynamics 365 Customer Service
• Use knowledge articles to resolve Dynamics 365 Customer Service cases

Topic 4 Help service reps be more productive in Dynamics 365 Customer Service

• Create custom experiences for service representatives with agent experience profiles in Customer Service
• Enhance representative productivity with Customer Service workspace
• Manage cases with Dynamics 365 Customer Service workspace
• Enhance service representative productivity and personalization in Omnichannel for Customer Service
• Enhance service representative productivity and personalization in Customer Service Hub
• Get started with Dynamics 365 Productivity Tools
• Create smart assist solutions in Contact Center for Dynamics 365 Customer Service

Topic 5 Route and distribute work in Dynamics 365 Customer Service

• Get started with unified routing for Dynamics 365 Customer Service
• Route and distribute work with unified routing in Dynamics 365 Customer Service
• Use skill-based routing in Dynamics 365 Customer Service
• Entity record routing with Omnichannel for Dynamics 365 Customer Service

Topic 6 Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service

• Get started with Omnichannel for Customer Service
• Deploy chat widgets with Omnichannel for Dynamics 365 Customer Service
• Deploy a Voice channel in Dynamics 365 Customer Service
• Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service
• Deploy social messaging channels in Omnichannel for Dynamics 365 Customer Service
• Set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service
• Integrate a Microsoft Copilot Studio copilot with Omnichannel for Customer Service

Topic 7 Create surveys with Dynamics 365 Customer Voice

• Create a survey project with Dynamics 365 Customer Voice
• Create customer surveys with Dynamics 365 Customer Voice
• Send Dynamics 365 Customer Voice surveys
• Automate Dynamics 365 Customer Voice surveys with Power Automate
• Embed surveys in your website with Dynamics 365 Customer Voice
• Create customer Power BI reports in Dynamics 365 Customer Voice

Topic 8 Get started with Dynamics 365 Customer Service scheduling

• Set up Customer Service scheduling
• Schedule services with Customer Service scheduling

Topic 9 Work with Customer Service Insights

• Get started with Customer Service Insights
• Create visualizations for Dynamics 365 Customer Service

Topic 10 Use Connected Customer Service with Dynamics 365

• Get started with Connected Customer Service for Dynamics 365 and Azure IoT
• Register and manage devices with Connected Customer Service for Dynamics 365 and Azure IoT

Promotion Code

Your will get 10% discount voucher for 2nd course onwards if you write us a Google review.

Minimum Entry Requirement

Knowledge and Skills

• Able to operate using computer functions
• Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)

Attitude

• Positive Learning Attitude
• Enthusiastic Learner

Experience

• Minimum of 1 year of working experience.

Target Age Group: 18-65 years old

Minimum Software/Hardware Requirement

Software:

Hardware: Window or Mac Laptops

• Dynamics 365 Customer Service Consultant
• CRM Functional Consultant
• Dynamics 365 Support Specialist
• Customer Engagement Specialist
• Omnichannel Solution Consultant
• Dynamics 365 System Administrator
• Customer Service Implementation Lead
• Dynamics 365 Functional Analyst
• CRM Business Analyst
• Power Platform Functional Consultant
• Customer Service Automation Specialist
• Dynamics 365 Copilot Configuration Specialist
• Microsoft Customer Voice Administrator
• SLA and Entitlements Analyst
• Omnichannel Support Engineer
• CRM Training & Adoption Specialist
• CRM Integration Specialist
• Customer Experience Strategist
• Microsoft Dynamics 365 Consultant
• Azure IoT and Connected Service Specialist

Sanjiv Venkatram: Sanjiv i is an ACTA certified experienced leader with a proven track record in business / finance consulting and in developing i) business intelligence (BI) solutions ii) data analytics/analysis solutions and iii) IOT lead BI solutions. Sanjiv's goal through Prudentia Consulting, is to promote the simple joy and excitement of actively using the Microsoft Platform. He believes that the agility afforded by the Microsoft platform helps businesses get time back for deeper business thinking and to spend more time with their end customers

Sanjiv has rich experiences in diverse/complex high-tech businesses, turn around environments and strategic transformations. His functional expertise is in sales analytics, financial planning and analysis, engineering and program management. He has worked across discrete manufacturing, professional services and higher education verticals. He also has a working knowledge of equities portfolio management within the financial services domain.Sanjiv is the CEO of Prudentia Consulting, an organization committed to promoting the active usage of the Microsoft Platform. Prior to this, he has worked at Microsoft (US & APAC: 9.2 years), Cognizant Tech Solutions (3.3 years), Yazaki North America (8 years) and until recently at Oracle. Here are a few of his BI/analytics projects driven at scale: Built APAC wide BI dashboard using the Power BI umbrella tool set (Power BI online, Power BI desktop and Power Pivot) and a KPI lake (SQL DB), Helped develop key KPIs – identified key KPIs and helped land this in the DB, Developed a budget audit tool that captured budget inputs from a host of countries across the globe, Developed a business unit P&L reporting tool (functional architecture) in Business Objects for the world-wide financial planning and analysis team.

Anil Bidari: Anil is a ACLP certified trainer. He is an Enterprise Cloud and DevOps Consultant , responsible for helping clients to move Virtual data centre to Private Cloud based on OpenStack and Public Cloud ( AWS, Azure and Google cloud) . Consulting and training experience on Devops tool chain like github , Jenkins, Sonarqube, Docker & kubernetes, Cloud foundry, Openshift, Ansible and SaltStack. Lot of my Role is involved design and implementation of a solution and training.

Ajay Bidari : Ajay is a ACLP certied trainer. Ajay is a vendor neutral cloud consultant and training expert on Cloud , with several Private cloud deployments in India and cloud migration knowledge .He is a Cloud and DevOps enthusiast with consulting, deployment and training expertise on OpenStack, AWS, Google Cloud ,Azure, Jenkins, and Docker

Ajay has 18 + years Industry experience as IT entrepreneur and 9 years in Cloud and Devops technical consulting, implementation and training area, currently working in capacity of Vice President – Cloud and Devops services handling singapore and India.