• Microsoft Training

    microsoftInterSource offers courses on all practically all Microsoft products and technologies:

    Operating Systems: XP, Vista, Server Server2003, Server 2008 IIS, SQL Server

    Development Tools & Environments: ASP, ASP.NET, C#, .NET, VBA, Visual Basic

    Applications: Dynamics, Expression, Access, Excel, Word PowerPoint, Exchange, InfoPath, Outlook, SharePoint , Project, Publisher, Business Intelligence

    Please refer to our detailed course outlines below.

  • About Microsoft

    Microsoft has had an impact on, and indeed defined the computing world like no other company. The development tools, operating systems and applications produced by Microsoft have achieved near-ubiquity in the desktop computer market. The original mission set by Microsoft's founder was to have "a computer on every desk and in every home, running Microsoft software". About 90% of computer users worldwide run Microsoft products, hence this objective has largely been met. For operating systems, Web client statistics suggest that Microsoft Windows has about a 92% share, Apple Mac OS 6% and Linux, 1%.

    Read More

  • Course Details Microsoft

    Classes are offered at client sites, at our Geneva training center, and via a live web conference. For detailed course outlines and scheduled classes, please see below.

    To book training, navigate to the course you need, then:

    • For scheduled online classes, register from the choices indicated.
    • If you need an alternative date, time or location, or if you want a live classroom course, click on “request an offer for this course,” to complete the form.

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

Course duration

  • 1 day

Course Benefits

  • Learn to install and configure the customer service app.
  • Learn to identify common customer service scenarios.
  • Learn to complete a case resolution process.
  • Learn to analyze customer service data.
  • Learn to automate case management record processing.
  • Learn to create and use knowledge articles.
  • Learn to create and use entitlements and service level agreements .
Microsoft Certified Partner

Webucator is a Microsoft Certified Partner for Learning Solutions (CPLS). This class uses official Microsoft courseware and will be delivered by a Microsoft Certified Trainer (MCT).

Course Outline

  1. Customer Service Overview
    1. Create case records
    2. Related service apps
    3. Analytics for service
    4. AI for service
    5. Configuring customer service
    6. Module summary
  2. Case Management
    1. Case management overview
    2. Creating case records
    3. Queue management
    4. Case routing
    5. Resolving cases
    6. Module summary
  3. Service Level Agreements and Entitlements
    1. SLA and entitlement overview
    2. Create and manage entitlements
    3. Create and manage SLAs
    4. Module summary
  4. Knowledge Management
    1. Knowledge management overview
    2. Authoring and organizing
    3. Use knowledge content
    4. Manage knowledge content
    5. Module summary

Class Materials

Each student will receive a comprehensive set of materials, including course notes and all the class examples.

Class Prerequisites

Experience in the following is required for this Dynamics 365 class:

  • This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.
Since its founding in 1995, InterSource has been providing high quality and highly customized training solutions to clients worldwide. With over 500 course titles constantly updated and numerous course customization and creation possibilities, we have the capability to meet your I.T. training needs.
Instructor-led courses are offered via a live Web connection, at client sites throughout Europe, and at our Geneva Training Center.