Course Details
The corresponding exam, MB2-718, has been retired.
A new exam – Exam MB-230
This exam is for the Microsoft Dynamics 365 Customer Service Functional Consultant role and the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification.
Outline
The Curriculum for the Microsoft Dynamics 365 course will focus on the following topics:
- Configure Microsoft Dynamics 365 Customer Service
- Cases
- Customer Service Hub
- Knowledge Management
- SLAs
- Entitlements
- Queues
- Customer Service Rules
- Customer Service Analytics
- Voice of the Customer
- Field Service
- Unified Service Desk
Target Audience
- Sales Operations Managers
- Customer Service Managers
- Service Schedulers
- Administrators
- Office Managers
- Executives
- Microsoft Partners
- Microsoft Consultants
Prerequisites
Before attending this course, Insoft recommends you have the following knowledge:
- Working knowledge of Dynamics CRM 2011 or later versions
- Understanding of Customer Service Processes within businesses