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Dynamics 365 Customer Service Functional Consultant Associate Certification in Qatar
If you are you ready to unleash your full potential, Vinsys is the place for you! The globally- recognized Microsoft’s Dynamics 365 Customer Service Functional Consultant Associate course will open the door to advanced customer service management and professional excellence. Designed for le
Dynamics 365 Customer Service Functional Consultant Associate Certific
Interactive practice assessments to offer hands-on learning
Networking opportunities to boost your confidence and visibility in the job market
Comprehensive curriculum to cater to modern requirements
Course Overview
The Dynamics 365 Customer Service Functional Consultant Associate course is intermediate course that will help learners improve their customer service skills. This certification is mainly aimed at the timely and efficient deployment of solutions for customer service operations, such as automatic case creation, queues, channels for communication with clients, and teamwork. It also includes knowledge management, customers’ feedback, connected service, and artificial intelligence insights.
Delivered by Vinsys’ experts with more than two decades of experience, the training offers broad overviews of critical areas like cases, entitlements, SLAs, scheduling, and multi-session environments. Practice assessments are useful for determining knowledge and test-readiness, and these are like the certification exam in structure and level.
Thus, with Vinsys, learners get practical experience and expertise to apply the knowledge in real-world business environments. This certification is crucial in preparing you with skills that are useful in the enhancement of business processes, customer satisfaction, and efficiency. Join now and make the first step towards the achievement of being a Dynamics 365 Customer Service Functional Consultant.
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Course Objectives
This course aims to equip learners with essential skills and knowledge to excel as a Dynamics 365 Customer Service Functional Consultant:
- Design and implement effective customer service processes.
- Manage customer interactions across multiple channels seamlessly.
- Improve information management and accessibility for customer service.
- Prioritize customer service requests.
- Ensure compliance with service agreements and customer expectations.
- Use AI-driven data for better decision-making and customer insights.
- Integrate various customer service tools for enhanced functionality.
- Collaborate with solution architects and developers for optimal implementation.
Audience
This course is designed for individuals looking to advance their skills and knowledge in customer service within Dynamics 365:
- Functional Consultants
- Customer Service Managers
- Business Owners
- Customer Engagement Administrators
- Solution Architects
- IT Professionals in Customer Service
- Service Management Process Designers
- Customer Service Team Leader.
Eligibility Criteria
To enroll in this course, candidates should meet the following criteria:
- Knowledge and relevant working experience in an IT environment.
- Fundamental understanding of financial principles and business operations.
- Strong applied knowledge of customer service functions, including cases, knowledge management, queues, entitlements, resource scheduling, and service-level agreements (SLAs).
- Familiarity with AI insights and visualizations, connected services, Microsoft Copilot Studio, customer service applications, customer voice, basic and unified routing, and Omnichannel for customer Service.
Please contact us for more details on your eligibility to join this course. We will try our best to guide you!
Course Outline
Get Started with Dynamics 365 Customer Service 36 min, 5 Units
- Learn about the pieces of Dynamics 365 Customer Service.
- Learn how to optimize Dynamics 365 Customer Service to improve customer relations.
Managing Cases with Dynamics 365 Customer Service Hub
- 1 hr 36 min, 12 Units
- Learn the case resolution process in Dynamics 365 from beginning to end.
- Identify different options for creating and defining cases.
- Use business process flows to guide agents through case resolution.
- Determine when and how PowerShell cmdlets are used.
- Identify when similar cases should be merged.
- Work with case status reason transitions and configure custom status transitions.
Use Microsoft Dynamics 365 Customer Service Queues to Manage Case Workloads
- 53 min, 9 Units
- Identify different types of Microsoft Dynamics 365 queues.
- Create a queue and define queue members.
- Assign, pick, and release queue items.
- Define routing rule sets to move items to specific queues.
- Set up other Dynamics 365 tables for use with queues.
Create or Update Records Automatically in Customer Service Hub
- 45 min, 8 Units
- Learn about automatic record creation and review instances.
- Review the process of defining rules using the Customer Service Hub app.
- Examine rule items and their usage within a rule.
- Learn how to use Microsoft Power Automate to create records.
- Configure Power Automate flow to map a contact manually.
- Examine how to use the activity monitor to review rules being processed.
Get Started with Unified Routing for Dynamics 365 Customer Service
- 58 min, 8 Units
- Learn about basic routing.
- Set up unified routing.
- Create and manage user setup.
- Learn about queues and workstreams.
Create and Manage Entitlements in Microsoft Dynamics 365 Customer Service
- 1 hr 9 min, 8 Units
- Create and define entitlement records.
- Control when an entitlement is applied.
- Define specific entitlement terms and supported channels.
- Work with multiple entitlement records for a customer.
- Use entitlement templates to quickly create new entitlements.
Work with Service-Level Agreements in Dynamics 365 Customer Service
- 55 min, 8 Units
- Set up business hours, closures, and holiday calendars.
- Create and define service-level agreements and their details.
- Define custom KPIs.
- Manage service-level agreements
About The Certification
The Microsoft Certified: The Dynamics 365 Customer Service Functional Consultant Associate certification ensures that the candidate has a comprehensive understanding of the customer service capabilities of Dynamics 365. Advantages include being able to gain greater control over solutions such as automatic case creation, the queue, and omnichannel communication to fine-tune your skills at optimizing work flows and customer experience. The certification is valid for 12 months, and you can take an online test to renew it after 12 months. With this certification, you can introduce well-coordinated service management, deploy AI information, and link associated services, making you a valuable asset in the competitive business world.
About The Exam :
Microsoft Dynamics 365 Customer Service Functional Consultant Associate exam (MB-230) is a 100 minutes, proctored based assessment, which will test your knowledge of the customer service solutions in Dynamics 365. The exam is not open book and will have some practice quizzes included in it. If you fail, it is possible to take the exam once again after 24 hours. The amount of time might vary for subsequent retakes. Reasonable adjustments can be made to cater for the needs of the candidates when they are sitting for the exam. The exam is available in various languages such as English, German, French, Spanish, Portuguese, Italian, Japanese, Chinese (Simplified). The examination cost is $165, but it is based on the region where the exam is proctored. For more detailed about exam cost, and detailed registration procedures, please contact Vinsys Qatar.
Choose Your Preferred Mode
Online Training
- Self-paced learning modules
- Access to recorded sessions
- Flexible scheduling
- Interactive virtual classrooms
Corporate Training
- Customized training solutions
- On-site training options
- Industry-specific case studies
- Post-program assistance
FAQ’s
Why choose Vinsys for this course?
Vinsys offers expert-led training, comprehensive course content, interactive practice assessments, and flexible learning paths, ensuring a thorough and engaging learning experience.
What are the prerequisites for this course?
You should have a basic understanding of IT environments, financial principles, and business operations, as well as experience with customer service functions in Dynamics 365.
How is the course delivered?
The course is delivered online through interactive virtual classrooms, self-paced learning modules, and recorded sessions for maximum flexibility.
How long is the certification valid?
The certification is valid for 12 months and requires renewal through an online assessment to ensure your knowledge stays up-to-date.
What languages is the exam offered in?
The exam is available in multiple languages, including English, German, French, Spanish, Portuguese (Brazil), Italian, Japanese, and Chinese (Simplified).
What happens if I fail the exam?
If you fail the exam, you can retake it 24 hours after the first attempt, with varying intervals for subsequent retakes.
Are there practice assessments available?
Yes, Vinsys provides interactive practice assessments that mimic the actual exam format and difficulty, helping you gauge your readiness.
What support is available during the course?
Vinsys offers support from industry professionals, access to comprehensive resources, and accommodations for candidates with specific needs to ensure a smooth learning experience.
Why Vinsys
Seasoned Instructors
Official Vendor Partnerships
Authorized Courseware
3,000+ Courses & 2,000+ Modules
In Synch with Tech-advancements
Customizable Blended Learning Options
Reviews
I recently finished Dynamics 365 Customer Service Functional Consultant Associate certification training with Vinsys, and it was great. The expert-led training and the practice assessments were simple and easy to understand, allowing me to practice what I had learned. I am now comfortable using customer service solutions in my work, and there has been a marked improvement in my productivity.
Neeshaan el-KhalilProject Manager
I am happy that I was able to attend the training program. It was a lot better than what I had expected. The materials covered in the course were very rich and I had enough time to do my work and attend the classes. I really appreciate the knowledge and experience the trainers brought with them to the class. Therefore, I would encourage anyone interested in improving their understanding and proficiency in Dynamics 365 customer service to take this course.
Nizaar el-EdrisIT Head
Each of my team members registered for the Dynamics 365 Customer Service course by Vinsys. The training was very effective, especially the sessions where the participants were divided into teams to work on specific tasks. Co-ordination in handling customer service is now in one department and we have enhanced our efficiency.
Daamir al-DibTechnical Engineer
We felt that Vinsys training was very useful to us as a team. The material that was presented in the course was very well organized, and the examples used in the practical sessions were very practical. It was related to what we do at the workplace. The on-site training provided the opportunity to train in pairs and in a team, which became beneficial for the overall effectiveness in managing customer service Dynamics 365.
Daawood al-KhalilSkills and Progression Teacher & Team Development
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