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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.
Benefits
Other accelerated training providers rely heavily on lecture and independent self-testing and study.
Effective technical instruction must be highly varied and interactive to keep attention levels high, promote camaraderie and teamwork between the students and instructor, and solidify knowledge through hands-on learning.
Firebrand Training provides instruction to meet every learning need:
- Intensive group instruction
- One-on-one instruction attention
- Hands-on labs
- Lab partner and group exercises
- Question and answer drills
- Independent study
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
Your accelerated course includes:
- Accommodation *
- Meals, unlimited snacks, beverages, tea and coffee *
- On-site exams **
- Exam vouchers **
- Practice tests **
- Certification Guarantee ***
- Courseware
- Up-to 12 hours of instructor-led training each day
- 24-hour lab access
- Digital courseware **
- * For residential training only. Accommodation is included from the night before the course starts. This doesn't apply for online courses.
- ** Some exceptions apply. Please refer to the Exam Track or speak with our experts
- *** Pass first time or train again free as many times as it takes, unlimited for 1 year. Just pay for accommodation, exams, and incidental costs.
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
Unsure whether you meet the prerequisites? Don’t worry. Your training consultant will discuss your background with you to understand if this course is right for you.
Reviews
Here's the Firebrand Training review section. Since 2001 we've trained exactly 134561 students and asked them all to review our Accelerated Learning. Currently, 96.41% have said Firebrand exceeded their expectations.
Read reviews from recent accelerated courses below or visit Firebrand Stories for written and video interviews from our alumni.
"Course very detailed, instructor was very professional and helpful, Firebrand center was well organised."
B.B.. (3/6/2019 (Monday) to 6/6/2019 (Thursday))
"Training was very good, explanation was very clear and teacher detailed a lot, so for a 3 day course and to have a first understanding of POWER BI is good."
Rosanna Seerattan Cruz, JTI. (19/3/2024 (Tuesday) to 21/3/2024 (Thursday))
"The instructor and the structure of the course were very clear."
EK, JTI. (19/3/2024 (Tuesday) to 21/3/2024 (Thursday))
"Instructor was very knowledgeable and provided real life examples."
FO, NHS Lewisham and Greenwich. (11/10/2023 (Wednesday) to 13/10/2023 (Friday))
"Very intense and professional experience."
Anonymous. (11/10/2023 (Wednesday) to 13/10/2023 (Friday))
Course Dates
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Start |
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19/2/2024 (Monday) |
22/2/2024 (Thursday) |
Finished - Leave feedback |
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24/6/2024 (Monday) |
27/6/2024 (Thursday) |
Wait list |
Nationwide |
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5/8/2024 (Monday) |
8/8/2024 (Thursday) |
Limited availability |
Nationwide |
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16/9/2024 (Monday) |
19/9/2024 (Thursday) |
Open |
Nationwide |
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28/10/2024 (Monday) |
31/10/2024 (Thursday) |
Open |
Nationwide |
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9/12/2024 (Monday) |
12/12/2024 (Thursday) |
Open |
Nationwide |
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