Introduction
Create a tailored Customer Service solution to support the needs of a fictional company based on a series of requirements that have been presented to you.
Example scenario
Contoso Insurance is a home, auto, and liability insurance provider. They offer a variety of different policy types to their customers. Policies are sold by licensed agents. Once sold, any questions, policy changes, or claims that need to be filed are handled by Contoso Insurance’s call center agents.
What will we be doing?
- Tailor the Dataverse data model as needed based on requirements
- Build knowledge articles to assist agents
- Build SLA and Entitlement records
What is the main goal?
By the end of this session, you'll have a working solution that validates your knowledge of concepts covered in MB-230: Dynamics 365 Customer Service Functional Consultant. If you haven't taken the exam already, you may be ready!