Module 1: Work with Cases
In this module you will learn about working with Cases in Dynamics 365 Customer Service.

Lessons

Lesson 1: Get started with Cases
Lesson 2: Managing Cases
Lesson 3: Use queues to manage case workloads
Lesson 4: Create or update records automatically
Lesson 5: Unified routing

After completing this module, students will be able to:

Create and manage Cases
Work with queues and unified routing
Create or update records automatically

Module 2: Work with entitlements and service level agreements
In this module you will learn how to create and manage entitlements and service level agreements

Lessons

Lesson 1: Create and manage entitlements
Lesson 2: Create and manage service level agreements

After completing this module, students will be able to:

Create and manage entitlements
Create and manage service level agreements

Module 3: Work with knowledge management
In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases

Lessons

Lesson 1: Create knowledge management solutions
Lesson 2: Use knowledge articles to resolve cases
Lesson 3: Create and manage SLAs

After completing this module, students will be able to:

Create and use knowledge management solutions
Use knowledge articles to resolve cases

Module 4: Create surveys with Customer Voice
In this module you will learn how to engage with customers using Dynamics 365 Customer Voice

Lessons

Lesson 1: Create a survey project
Lesson 2: Create surveys
Lesson 3: Send surveys
Lesson 4: Automate surveys

After completing this module, students will be able to:

Work with Dynamics 365 Customer Voice to send surveys to customers and collect feedback

Module 5: Schedule services
In this module, you will learn how to schedule services and resources using Customer Service Scheduling

Lessons

Lesson 1: Configure Customer Service Scheduling
Lesson 2: Schedule services

After completing this module, students will be able to:

Schedule services and resources using Dynamics 365 Customer Service Scheduling

Module 6: Work with Dynamics 365 Customer Service workspaces
In this module, you will learn how to use Customer Service workspaces

Lessons

Lesson 1: Enhance agent productivity
Lesson 2: App profile manager

After completing this module, students will be able to:

Use customer service workspaces to enhance agent productivity
Use the app profile manager

Module 7: Omnichannel for Dynamics 365 Customer Service
In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service

Lessons

Lesson 1: Getting started
Lesson 2: Routing and work distribution
Lesson 3: Deploy an SMS channel
Lesson 4: Deploy chat widgets
Lesson 5: Create smart assist solutions

After completing this module, students will be able to:

Work with Omnichannel for Dynamics 365 Customer Service

Module 8: Manage analytics and insights
In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.

Lessons

Lesson 1: Get started
Lesson 2: Create visualizations

After completing this module, students will be able to:

Work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
Create visualizations in Customer Service

Module 9: Connected Customer Service
In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios

Lessons

Lesson 1: Getting started
Lesson 2: Registering and managing devices

After completing this module, students will be able to:

Work with Connected Customer Service
Register and manage devices

Module 10: Implement Microsoft Power Platform
In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution

Lessons

Lesson 1: Create custom apps
Lesson 2: Integrate a Power Virtual Agents bot

After completing this module, students will be able to:

Create custom apps in Microsoft Power Platform for your Customer Service solution
Integrate a Power Virtual Agents bot

MB-230T01: Microsoft Dynamics 365 Customer Service