Course Details
On this Microsoft Dynamics 365 course, you will be introduced to Dynamics 365 for Customer Service concepts and learn how to use, configure, and manage Dynamics 365 for Customer Service. You will get hands-on experience in using Customer Service through the lab exercises.
Sales operations managers, customer service managers, service schedulers, administrators, office managers, executives, partners, and consultants who want to demonstrate a foundational understanding of the application functionality of Dynamics 365 for Customer Service, should attend this course.
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