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Microsoft - Dynamics 365 for Customer Service
Overview
On this 4-day accelerated Microsoft Dynamics 365 for Customer Service course, you'll develop your understanding of the powerful Customer Service capabilities that you can use within Microsoft Dynamics 365.
Throughout the course you'll cover the following topics where you'll:
- Agent Enablement: Learn how your organisation can nurture customer satisfaction through the automation of business processes.
- Service Intelligence: Learn to utilise a database of articles to create an environment where users can quickly offer standardised answers.
- Configuring 365 Voice of the Customer Solution: Dive into the platform tools that can be used to create and distribute surveys.
- Unified Service Desk: Perform basic configuration for the Unified Service Desk for Dynamics 365.
- Dynamics 365 for Field Service: Learn to understand and use the platform to create supporting items, such as Products, Price Lists, Territories, and Resources.
Your Microsoft Certified Trainer (MCT) will guide you through the course material using Firebrand's unique Lecture | Lab | Review technique. This approach combines both theoretical learning with hands-on tasks. This will accelerate your learning and ensure you leave us with the practical experience to implement your newfound knowledge when you return to work.
You'll sit exam MB2-718: Microsoft Dynamics 365 for Customer Service on-site, during the course. This is covered by your Certification Guarantee. This exam is an elective for the MCSE: Business Applications credential.
This course is aimed at sales operations managers, customer service managers, service schedulers, administrators or any similar roles looking to demonstrate an understanding of the Microsoft Dynamics application functionality.
Passing exam MB2-718 previously resulted in achieving the Microsoft Specialist: Dynamics 365 for Customer Service certification.
Microsoft retired the Specialist credential on 31 March, 2017. The exams remain available and where applicable will count towards the relevant existing MCSA, MCSE or MCSD certification.
Bekijk nu de prijzen om erachter te komen hoeveel je kunt besparen als je tweemaal zo snel traint.
Zeven redenen waarom u met uw Dynamics 365 Customer Service cursus voor Firebrand Training moet kiezen
- U zult in slechts 4 dagen Dynamics 365 Customer Service gecertificeerd zijn. Met ons bent u in recordtijd Dynamics 365 Customer Service getraind
- Onze Dynamics 365 Customer Service cursus is all-inclusive. Een eenmalige contributie bekostigt alle cursusmaterialen, accommodaties en maaltijden.
- Slaag de eerste keer voor Dynamics 365 Customer Service of volg de training nogmaals. Dit is onze garantie. Wij zijn er zeker van dat u de eerste keer zult slagen voor uw Dynamics 365 Customer Service cursus. Mocht dit niet het geval zijn, dan kunt u binnen het jaar terugkomen en enkel voor de accommodatie en examens te betalen. De rest is gratis
- U zult meer Dynamics 365 Customer Service leren. Een dag met een traditionele training aanbieder duurt over het algemeen van 9 uur 's ochtends tot 17 uur in de middag, met een lange lunchpauze. Met Firebrand Training kunt u rekenen op minstens 12 uur leren per dag met uw instructeur
- U zult Dynamics 365 Customer Service snellerde theorie beheersen. De kans bestaat dat u een andere manier van leren heeft dan uw omgeving. Wij combineren visuele, auditieve en tastbare leerstijlen, dit zorgt voor een snellere en eenvoudigere manier van leren
- U zult Dynamics 365 Customer Service studeren met de beste. We hebben het Q-For kwaliteit label, dat onze standaarden en professionaliteit in de training markt erkent. Naast het winnen van nog vele andere prijzen, hebben we inmiddels 134561 professionals getraind en gecertificeerd en we zijn partners met alle grote namen in deze tak van het bedrijfsleven
- U zult meer doen dan alleen Dynamics 365 Customer Service de cursusstof bestuderen. We maken gebruik van laboratoria, case-studies en oefentests, om ervoor te zorgen dat u uw nieuwe kennis in uw werkomgeving kan toepassen. Onze instructeurs gebruiken demonstraties en hun eigen ervaringen om de dag interessant en boeiend te houden
Benefits
Curriculum
Manage Cases, the Knowledge Base, and the Interactive Service Hub
Create and manage cases - Manage case lists and views, search for case records, create a new case record, convert activities to cases, perform case resolution processes, implement case routing rules; set up and configure case creation and update rules, implement parent/child cases, merge cases
Create and manage the knowledge base - Search for articles; associate an article with a case; use knowledge base articles to help resolve cases; create, manage, and maintain knowledge base article templates; create, modify, and publish knowledge base articles; format articles; attach knowledge base articles to email messages
Install and configure Microsoft Dynamics CRM Server - Install sample data; install and configure language packs, install the email router, configure server synchronization, configure SharePoint integration, install the SSRS data connector
Manage the Interactive Service Hub - Implement single-stream and multi-stream dashboards, manage queues and cases from streams
Manage Queues, Entitlements, and Service Level Agreements (SLAs)
Create and manage queues - Differentiate between queue types, create and maintain queues, add cases and activities to queues, reconfigure queue items, implement case routing
Create and manage entitlements - Define entitlements, create and maintain entitlement templates, create and configure a new entitlement, create entitlements and add entitlement lines, apply entitlements to cases, associate products, associate entitlement channels, associate an SLA, activate and deactivate entitlements, renew an entitlement
Create and manage SLAs - Define standard and enhanced SLAs, implement SLA actions and details, use SLAs on-demand, manage cases with standard and enhanced SLAs
Implement Service Management Analysis and Voice of the Customer Surveys
Perform service management analysis - Create Microsoft Power BI dashboards, create service dashboards, design and create system charts, identify goal management components, define goals, implement and configure Advanced Find, create editable grids, identify service report types, design reports, export content to Microsoft Excel
Upgrade Microsoft Dynamics CRM and other components - Identify VOC features and components, install and configure VOC, create survey forms, create surveys by using the survey designer, create and configure surveys, link survey questions, pipe data into surveys, route responses, configure survey distribution options, identify and configure survey result options
Manage the Unified Service Desk (USD)
Install and configure the USD application - This topic may include: Install and configure the USD application; define User Interface Integration (UII) actions and calls; create an action call; manage connections by using Connection Manager, Global Manager, and debugger
Implement hosted controls - Create hosted controls, implement toolbars, identify and declare common events, implement window navigation rules, create and configure default and specific rules, implement data and replacement parameters
Configure server-side synchronization - Manage USD sessions, configure user settings and options, create agent scripts, identify debugger capabilities and components, view page data and parameters in the debugger
Manage Dynamics Field Service and the Interactive Services Hub
Install and configure Dynamics 365 Field Service - Plan a Field Service implementation; identify Field Service security roles and administration tasks; view and configure the schedule board; implement the schedule assistant; identify work order relationships; identify accounts, incident types, and service task types; identify agreement options; configure agreement bookings and invoices
Manage the Field Service mobile app and other Field Service features - Identify features and limitations of the mobile app, configure the Field Service mobile app, review customer assets, manage the purchase order process, manage inventory, process returns
Exam Track
On this course, you'll sit the following exam on-site. This is covered by your Certification Guarantee.
MB2-718 - Microsoft Dynamics 365 for Customer Service
- Technology: Microsoft Dynamics 365 Enterprise
- Credit toward certification: MCP, MCSE
Skills measured:
- Manage Cases, the Knowledge Base and the Interactive Service Hub (25% - 30%)
- Manage Queues, Entitlements, and Service Level Agreements (SLAs) (25% - 30%)
- Implement Service Management Analysis and Voice of the Customer Surveys (15% - 20%)
- Manage Dynamics Field Service and the Interactive Services Hub (15% - 20%)
Language: English
Passing exam MB2-718 previously resulted in achieving the Microsoft Specialist: Dynamics 365 for Customer Service certification.
Microsoft retired the Specialist credential on 31 March, 2017. The exams remain available and where applicable will count towards the relevant existing MCSA, MCSE or MCSD certification.
What's Included
As Firebrand are a Microsoft Learning Partner, you'll be taught using these official resources
- Microsoft Certified Trainer (MCT)
- Microsoft official practice tests
You'll also have access to:
- Firebrand Courseware
Prerequisites
Before attending this course, it is recommended that you have the following skills and experience:
- Basic experience using Windows applications
- Knowledge of basic sales, marketing, and customer service roles in a business
- A working knowledge of how to use Microsoft Dynamics CRM 2013 and/or 2015
- Basic understanding of Microsoft SQL Server and relational database functionality ideal
- Some knowledge of common Microsoft Dynamics CRM record types
- Completed Microsoft Dynamics CRM 2013 applications training or have the equivalent knowledge
Weet je niet zeker of je aan de vereisten voldoet? Maak je geen zorgen. Jouw trainingsadviseur bespreekt jouw achtergrond met je om te begrijpen of deze cursus geschikt is voor je.
Beoordelingen
Wereldwijd heeft Firebrand in haar 10-jarig bestaan al 134561 studenten opgeleid! We hebben ze allemaal gevraagd onze versnelde opleidingen te evalueren. De laatste keer dat we onze resultaten analyseerden, bleek 96.41% ons te beoordelen als 'boven verwachting'
"Course very detailed, instructor was very professional and helpful, Firebrand center was well organised."
B.B.. (3/6/2019 (Maandag) t/m 6/6/2019 (Donderdag))
"Very well structured! I found the course very useful and the instructor explained everything very well"
AN. (19/3/2024 (Dinsdag) t/m 21/3/2024 (Donderdag))
"I loved the pace and involvement of the coach. the course is very intensive but worth the price. the infrastructure and venue is fantastic aswell."
Andreas Vandenberghe, Allianz Technology SE. (18/3/2024 (Maandag) t/m 24/3/2024 (Zondag))
"This was my 4th Firebrand training. And as usual the location and training was great! If you want to learn a lot, in a very short time. This is the way to go!"
KV, Tuxito. (21/8/2023 (Maandag) t/m 24/8/2023 (Donderdag))
"I liked the firebrand training very much. This training really helped in deepdiving into key Azure security concepts and tools."
Anoniem (20/2/2023 (Maandag) t/m 22/2/2023 (Woensdag))
Cursusdata
|
Start datum |
Eind datum |
Status |
Locatie |
Nu boeken |
|---|---|---|---|---|
|
19/2/2024 (Maandag) |
22/2/2024 (Donderdag) |
Beëindigde cursus - Geef feedback |
- |
|
|
24/6/2024 (Maandag) |
27/6/2024 (Donderdag) |
Wachtlijst |
Landelijk |
|
|
5/8/2024 (Maandag) |
8/8/2024 (Donderdag) |
Beperkte beschikbaarheid |
Landelijk |
|
|
16/9/2024 (Maandag) |
19/9/2024 (Donderdag) |
Open |
Landelijk |
|
|
28/10/2024 (Maandag) |
31/10/2024 (Donderdag) |
Open |
Landelijk |
|
|
9/12/2024 (Maandag) |
12/12/2024 (Donderdag) |
Open |
Landelijk |
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