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MB-230T01-A: Microsoft Dynamics 365 Customer Service
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Introduction
Audio Book: MB-230T01-A :- Introduction
Lesson 1: Work with cases in Dynamics 365 Customer Service
Lesson 1: Work with cases in Dynamics 365 Customer Service
Audio Book: Lesson 1: Work with Cases in Dynamics 365 Customer Service
Podcast: Lesson 1: Work with Cases in Dynamics 365 Customer Service
1.1.1 Introducing Dynamics 365 Customer Service
1.1.2 Customer Service core components
1.1.3 Understand the modern customer journey
1.1.4 Summary
Activity: Hotspot
Activity: Knowledge Check
1.2.1 Case management overview
1.2.2 Case creation and lifecycle
1.2.3 Considerations for case creation automation
1.2.4 Simulation - Create and resolve cases
1.2.5 Case management scenarios
1.2.6 Case management dashboard scenarios
1.2.7 Case management work with cases scenarios
1.2.8 Use Copilot to assist in resolving customer issues
1.2.9 Work with status reason transitions
1.2.10 Summary
Activity: Accordion
Activity: Knowledge Check
1.3.1 Introduction
1.3.2 Get started with Customer Service workspace
1.3.3 Case creation and life cycle
1.3.4 Automate case creation
1.3.5 Case management scenarios
1.3.6 Use Copilot to assist in resolving customer issues
1.3.7 Summary
Activity: Problem Statement: Type 1
Activity: Knowledge Check
1.4.1 Introduction to Microsoft Dynamics 365 queues
1.4.2 Configure tables for queues
1.4.3 Create a Microsoft Dynamics 365 queue
1.4.4 Work with queues
1.4.5 Routing rule sets
1.4.6 Summary
Activity: Carousel/ Slideshow
Activity: Knowledge Check
1.5.1 Introduction
1.5.2 Set up Microsoft Teams chat in Customer Service
1.5.3 Use embedded Teams chat in Customer Service
1.5.4 Microsoft Teams meeting integration in Dynamics 365
1.5.5 Set up customer support swarming for complex cases
1.5.6 Use customer support swarming
1.5.7 Summary
Activity: Multiple Response
Activity: Knowledge Check
1.6.1 Introduction
1.6.2 Turn on Copilot in Customer Service
1.6.3 Manage fields for case summaries
1.6.4 Customize Copilot conversation summaries
1.6.5 Display the Copilot case summary on custom case forms
1.6.6 Summary
Activity: True/False
Activity: Knowledge Check
1.7.1 Introduction
1.7.2 Set up rules to create or update records automatically
1.7.3 Configure rules for creating or updating records automatically
1.7.4 Map records manually with Power Automate
1.7.5 Complete and activate your rule
1.7.6 Use the activity monitor to review and track rules
1.7.7 Summary
Activity: Popup
Activity: Knowledge Check
Lesson 2: Work with entitlements and service level agreements in Dynamics 365 Customer Service
Lesson 2: Work with Entitlements and Service Level Agreements in Dynamics 365 Customer Service
Audio Book: Lesson 2: Work with entitlements and service Level Agreements in Dynamics 365 Customer Service
Podcast: Lesson 2: Work with Entitlements and Service Level Agreements in Dynamics 365 Customer Service
2.1.1 Introduction
2.1.2 Work with business closures and working hours
2.1.3 Create and define service-level agreements
2.1.4 Define SLA items
2.1.5 Define custom KPIs
2.1.6 Manage SLAs
2.1.7 Summary
Activity: Carousel/ Slideshow
Activity: Knowledge Check
2.2.1 Overview of entitlements
2.2.2 Create entitlement records
2.2.3 Work with entitlement channels
2.2.4 Other considerations
2.2.5 Define entitlement templates
2.2.6 Summary
Activity: Hotspot
Activity: Knowledge Check
Lesson 3: Work with Knowledge Management Solutions in Dynamics 365 Customer Service
Lesson 3: Work with Knowledge Management Solutions in Dynamics 365 Customer Service
Audio Book: Lesson 3: Work with Knowledge Management Solutions in Dynamics 365 Customer Service
Podcast: Lesson 3: Work with Knowledge Management Solutions in Dynamics 365 Customer Service
3.1.1 Knowledge management overview
3.1.2 Create and define knowledge articles
3.1.3 Knowledge article lifecycle
3.1.4 Manage knowledge article versions, categories, and translations
3.1.5 Knowledge article publication
3.1.6 Summary
Activity: Accordion
Activity: Knowledge Check
3.2.1 Introduction
3.2.2 Knowledge article search filters
3.2.3 Search for article content from external search providers
3.2.4 Manage integrated search providers
3.2.5 AI suggestions for article keywords and descriptions
3.2.6 Knowledge article analytics
3.2.7 Summary
Activity: Drag-and-Drop
Activity: Knowledge Check
3.3.1 Knowledge article and case resolution overview
3.3.2 Enable and configure tables for Knowledge Search
3.3.3 Configure article search and display options
3.3.4 Search for knowledge articles (Customer Service Hub)
3.3.5 Article analytics
3.3.6 Summary
Activity: Hotspot
Activity: Knowledge Check
Lesson 4: Help service reps be more productive in Dynamics 365 Customer Service
Lesson 4: Help Service Reps be More Productive in Dynamics 365 Customer Service
Audio Book: Lesson 4: Help Service Reps be More Productive in Dynamics 365 Customer Service
Podcast: Lesson 4: Help Service Reps be More Productive in Dynamics 365 Customer Service
4.1.1 Introduction
4.1.2 Create and use agent experience profiles to manage apps
4.1.3 Application tab templates
4.1.4 Session templates
4.1.5 Manage notification settings and templates
4.1.6 Use templates in workstreams
4.1.7 Summary
Activity: Multiple Response
Activity: Knowledge Check
4.2.1 Introduction
4.2.2 Explore the Customer Service workspace user interface
4.2.3 View and edit records
4.2.4 Work with case records
4.2.5 Use the Productivity pane in Customer Service workspace
4.2.6 Summary
Activity- Tab: Type 2
Activity: Knowledge Check
4.3.1 Introduction
4.3.2 Get started with Customer Service workspace
4.3.3 Case creation and life cycle
4.3.4 Automate case creation
4.3.5 Case management scenarios
4.3.6 Use Copilot to assist in resolving customer issues
4.3.7 Summary
Activity: Accordion
Activity: Knowledge Check
4.4.1 Introduction
4.4.2 Quick replies
4.4.3 Use personal quick replies
4.4.4 Enable sound and missed notifications for conversations
4.4.5 Enable auto-assignment of conversations
4.4.6 Enable sharing of knowledge articles
4.4.7 Summary
Activity: Short Answer / Fill- in-blank
Activity: Knowledge Check
4.5.1 Introduction
4.5.2 Configure the timeline for service representatives
4.5.3 Use email
4.5.4 Configure email for service representatives
4.5.5 Summary
Activit: Carousel/ Slideshow
Activity: Knowledge Check
4.6.1 Introduction
4.6.2 Work with macros
4.6.3 Use automation to pass parameters
4.6.4 Work with agent scripts
4.6.5 Smart assist
4.6.6 Summary
Activity: Popup
Activity: Knowledge Check
4.7.1 Introduction
4.7.2 Work with Microsoft Adaptive Cards
4.7.3 Build a smart assist bot
4.7.4 Integrate a smart assist bot with Contact Center
4.7.5 View AI-suggested similar cases and knowledge articles
4.7.6 Summary
Activity- Tab: Type 1
Activity: Knowledge Check
Lesson 5: Route and distribute work in Dynamics 365 Customer Service
Lesson 5: Route and Distribute Work in Dynamics 365 Customer Service
Audio Book: Lesson 5: Route and distribute work in Dynamics 365 Customer Service
Podcast: Lesson 5: Route and Distribute Work in Dynamics 365 Customer Service
5.1.1 Introduction
5.1.2 Route cases by using basic routing rule sets
5.1.3 Set up unified routing
5.1.4 Create and manage users
5.1.5 Create and manage queues for unified routing
5.1.6 Set up workstreams for record routing
5.1.7 Summary
Activity: Hotspot
Activity: Knowledge Check
5.2.1 Introduction
5.2.2 Setup work classification
5.2.3 Route items to queues
5.2.4 Set up work assignments in queues
5.2.5 Get started with intelligent routing
5.2.6 Diagnostics
5.2.7 Summary
Activity: Sequence
Activity: Knowledge Check
5.3.1 Introduction
5.3.2 Define skill-rating models
5.3.3 Skill types
5.3.4 Assign skills to representative
5.3.5 Define a default skill-matching algorithm for a workstream
5.3.6 Attach skills to work items
5.3.7 Build intelligent skill-finder models
5.3.8 Summary
Activity: Accordion
Activity: Knowledge Check
5.4.1 Introduction
5.4.2 Entity record routing
5.4.3 Entity routing rule sets
5.4.4 Route Triggering
5.4.5 Summary
Activity: Sequence
Activity: Knowledge Check
Lesson 6: Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service
Lesson 6: Connect and Engage with Customers with Omnichannel for Dynamics 365 Customer Service
Audio Book: Lesson 6: Connect and Engage with Customers with Omnichannel for Dynamics 365 Customer Service
Podcast: Lesson 6: Connect and Engage with Customers with Omnichannel for Dynamics 365 Customer Service
6.1.1 Introduction to Omnichannel for Customer Service
6.1.2 Use the agent interface
6.1.3 Manage sessions and work with applications
6.1.4 Work with conversations
6.1.5 Work with customer information
6.1.6 Reporting and analysis
6.1.7 Work with AI features
6.1.8 Helping a customer service rep's productivity
6.1.9 Summary
Activity: Multiple choice with image
Activity: Knowledge Check
6.2.1 Introduction to chat channels
6.2.2 Set up a workstream for chat
6.2.3 Create a chat channel
6.2.4 Allow chat transcripts and file downloads
6.2.5 Work with prechat and post-chat surveys
6.2.6 Embed a chat widget in a portal
6.2.7 Use proactive chat
6.2.8 Summary
Activity: Carousel/ Slideshow
Activity: Knowledge Check
6.3.1 Introduction
6.3.2 Set up and provision the Voice channel
6.3.3 Define voice queues
6.3.4 Set up a voice workstream
6.3.5 Call routing
6.3.6 Make and receive calls
6.3.7 Historical analytics, reports, and call insights
6.3.8 Summary
Activity: Multiple Response
Activity: Knowledge Check
6.4.1 Introduction
6.4.2 Configure phone numbers and messaging accounts
6.4.3 Configure SMS workstream
6.4.4 Configure SMS workstream options
6.4.5 Route SMS conversations
6.4.6 Configure Additional Settings
6.4.7 Summary
Activity: Tab: Type 1
Activity: Knowledge Check
6.5.1 Introduction
6.5.2 Configure a Facebook channel
6.5.3 Configure a LINE channel
6.5.4 Configure a WhatsApp channel through Twilio
6.5.5 Configure a WeChat channel
6.5.6 Configure additional options
6.5.7 Summary
Activity: Popup
Activity: Knowledge Check
6.6.1 Introduction
6.6.2 Set up a Google Business Messages channel
6.6.3 Set up a Google Business Messages workstream
6.6.4 Set up an Apple Messages for Business channel
6.6.5 Set up an Apple Messages for Business workstream
6.6.6 Rich messages
6.6.7 Publish and edit rich messages
6.6.8 Workstream association
6.6.9 Rich messages in conversation control
6.6.10 View and send rich messages
6.6.11 Manage authentication settings
6.6.12 Create payment profiles
6.6.13 Summary
Activity: True/False
Activity: Knowledge Check
6.7.1 Introduction
6.7.2 Create a Microsoft Entra ID application
6.7.3 Configure the Microsoft Copilot Studio copilot
6.7.4 Configure Omnichannel for Customer Service
6.7.5 Configure a post-call survey
6.7.6 Summary
Activity: Accordion
Activity: Knowledge Check
Lesson 7: Create surveys with Dynamics 365 Customer Voice
Lesson 7: Create Surveys with Dynamics 365 Customer Voice
Audio Book: Lesson 7: Create Surveys with Dynamics 365 Customer Voice
Podcast: Lesson 7: Create Surveys with Dynamics 365 Customer Voice
7.1.1 Introduction
7.1.2 Dynamics 365 Customer Voice
7.1.3 Projects in Dynamics 365 Customer Voice
7.1.4 Create your first project
7.1.5 Summary
Activity: Drag-and-Drop
Activity: Knowledge Check
7.2.1 Introduction
7.2.2 Survey headers and branding
7.2.3 Add branching logic to surveys
7.2.4 Personalize a survey with variables
7.2.5 Add satisfaction metrics to a survey and project
7.2.6 Add multiple languages for your surveys
7.2.7 Summary
Activity: Carousel/ Slideshow
Activity: Knowledge Check
7.3.1 Introduction
7.3.2 Create and personalize email templates
7.3.3 Translate email templates into other languages
7.3.4 Email a survey
7.3.5 Upload CSV files
7.3.6 Use links and QR codes
7.3.7 Analyze survey reports
7.3.8 Summary
Activity: Tab: Type 1
Activity: Knowledge Check
7.4.1 Introduction
7.4.2 Send a survey with Power Automate
7.4.3 Create an invitation
7.4.4 Expand variables to further customize surveys
7.4.5 Use the locale variable for multilingual surveys
7.4.6 Use variables for follow-up actions
7.4.7 Summary
Activity: True/False
Activity: Knowledge Check
7.5.1 Introduction
7.5.2 Prepare the survey to use on a website
7.5.3 Embed a survey in your website
7.5.4 Use context data from the survey responses
7.5.5 Summary
Activity: Accordion
Activity: Knowledge Check
7.6.1 Introduction
7.6.2 Use the Dynamics 365 Customer Voice Power BI template
7.6.3 Connect to Dynamics 365 Customer Voice data with Power BI
7.6.4 Create customized Power BI reports
7.6.5 Calculate the Net Promoter Score for Dynamics 365 Customer Voice data
7.6.6 Summary
Activity: Multiple Response
Activity: Knowledge Check
Lesson 8: Get started with Dynamics 365 Customer Service scheduling
Lesson 8: Get Started with Dynamics 365 Customer Service Scheduling
Audio Book: Lesson 8: Get Started with Dynamics 365 Customer Service Scheduling
Podcast: Lesson 8: Get Started with Dynamics 365 Customer Service Scheduling
8.1.1 Introduction
8.1.2 Set up service scheduling
8.1.3 Define resources
8.1.4 Define facilities and sites
8.1.5 Summary
Activity: Tab: Type 2
Activity: Knowledge Check
8.2.1 Introduction
8.2.2 Set up fulfillment preferences
8.2.3 Create service activities
8.2.4 Schedule service activities
8.2.5 Summary
Activity: Accordion
Activity: Knowledge Check
Lesson 9: Work with Customer Service Insights
Lesson 9: Work with Customer Service Insights
Audio Book: Lesson 9: Work with Customer Service Insights
Podcast: Lesson 9: Work with Customer Service Insights
9.1.1 Introduction to Customer Service Insights
9.1.2 Configure Customer Service Insights
9.1.3 Discover Customer Service Insights dashboards
9.1.4 Discover Knowledge Search Analytics
9.1.5 Summary
Activity: Drag-and-Drop
Activity: Knowledge Check
9.2.1 Introduction
9.2.2 Create and use charts
9.2.3 Create dashboards for Customer Service
9.2.4 Working with Historical analytics
9.2.5 Use Power BI to view Customer Service data
9.2.6 Summary
Activity: Multiple Response
Activity: Knowledge Check
Lesson 10: Use Connected Customer Service with Dynamics 365
Lesson 10: Use Connected Customer Service with Dynamics 365
Audio Book: Lesson 10: Use Connected Customer Service with Dynamics 365
Podcast: Lesson 10: Use Connected Customer Service with Dynamics 365
10.1.1 Introduction
10.1.2 Deployment
10.1.3 Installation and setup
10.1.4 Customer assets and IoT alerts
10.1.5 Summary
Activity: Carousel/ Slideshow
Activity: Knowledge Check
10.2.1 Introduction
10.2.2 Generate alerts from IoT devices
10.2.3 Device management and interaction
10.2.4 Create and send commands to IoT devices
10.2.5 Summary
Activity: Tab: Type 2
Activity: Knowledge Check
Resources
MB-230T01 Blueprint
MB-230T01 Detailed Curriculum
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MB-230T01-A: Microsoft Dynamics 365 Customer Service
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