Microsoft Dynamics 365 for Customer Service - Just 4 Days

Why

What do our customers say?

"It was great training experience! Something different"
Ari Veikkolainen, Tieto Finland Oy - Microsoft MCSA: Office 365 (5 days), 28/9/2015 to 1/10/2015

Four reasons why you should sit your Dynamics 365 Customer Service course with Firebrand Training

Find Out How We Help You To Learn New Skills Quickly

  1. You'll be Dynamics 365 Customer Service trained and certified faster. Learn more on this 4-day accelerated course. You'll get at least 12 hours a day of quality learning time in a distraction-free environment
  2. Your Dynamics 365 Customer Service course is all-inclusive. One simple price covers all course materials, exams, accommodation and meals – so you can focus on learning
  3. Pass Dynamics 365 Customer Service first time or train again for free. Your expert instructor will deliver our unique accelerated learning methods, allowing you to learn faster and be in the best possible position to pass first time. In the unlikely event that you don't, it's covered by your Certification Guarantee
  4. Study Dynamics 365 Customer Service with an award-winning training provider. We've won the Learning and Performance Institute's "Training Company of the Year" three times. Firebrand is your fastest way to learn, with 68.075 students saving more than one million hours since 2001

Think you are ready for the course? Take a FREE practice test to assess your knowledge!

What

Årets Microsoft Learning Partner

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.

Read more ...

Interested? See prices or call 78 79 16 53

Read more ...

Interested? See prices or call 78 79 16 53

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

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Interested? See prices or call 78 79 16 53

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.

Read more ...

Interested? See prices or call 78 79 16 53

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

Firebrand Training offers top-quality technical education and certification training in an all-inclusive course package specifically designed for the needs and ease of our students. We attend to every detail so our students can focus solely on their studies and certification goals.

Our Accelerated Learning Programmes include:

  • Intensive Hands-on Training Utilising our (Lecture | Lab | Review)TM Delivery
  • Comprehensive Study Materials, Program Courseware and Self-Testing Software including MeasureUp *
  • Fully instructor-led program with 24 hour lab access
  • Examination vouchers **
  • On site testing ***
  • Accommodation, all meals, unlimited beverages, snacks and tea / coffee****
  • Transportation to/from designated local railway stations
  • Examination Passing Policy

Our instructors teach to accommodate every student's learning needs through individualised instruction, hands-on labs, lab partner and group exercises, independent study, self-testing, and question/answer drills.

Firebrand Training has dedicated, well-equipped educational facilities where you will attend instruction and labs and have access to comfortable study and lounging rooms. Our students consistently say our facilities are second-to-none.

Firebrand goes digital

We’re currently migrating from printed to digital courseware. Some courseware is already available in digital, while other books remain in printed form. To find out if this course is digital, call us on 78 79 16 53.

There are several benefits of easy-to-use digital courseware: downloads are immediate, and you’ll always have your courseware available wherever you are. You won’t need to wait for a printed book to be delivered before you start learning – and it’s better for the environment. You can choose to download the courseware to your own device, or borrow one of ours.

Considering a Microsoft course? Always have the most up-to-date Microsoft digital courseware with ‘Fresh Editions’. This gives you access to all versions of digital courseware – you’ll receive updates and revisions of your textbook, at no charge, for the life of that course.

Examination Passing Policy

Should a student complete a Firebrand Training Program without having successfully passed all vendor examinations, the student may re-attend that program for a period of one year.  Students will only be responsible for accommodations and vendor exam fees.

Please note

  • * Not on all courses
  • ** Examination vouchers are not included for the following courses: PMI, GIAC and CISSP CBK Review. Exam vouchers may also not be included for Apprentices and will require a separate purchase by an employer due to Education and Skills Funding Agency guidelines.
  • *** On site testing is not included for our PMI, GIAC, CREST, CSX Practitioner or ITIL Managers and Revision Certification Courses
  • **** Accommodation not included on the CISSP CBK Review Seminar

Read more ...

Interested? See prices or call 78 79 16 53

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

Are you ready to get certified in record time?

We interview all applicants for the course on their technical background, degrees and certifications held, and general suitability. If you get through this screening process, it means you stand a great chance of passing.

Firebrand Training is an immersive training environment. You must be committed to the course. The above prerequisites are guidelines, but many students with less experience have other background or traits that have enabled their success in accelerated training through Firebrand Training.

If you have any doubts as to whether you meet the pre-requisites please call 78 79 16 53 and speak to one of our enrolment consultants, who can help you with a training plan.

Interested? See prices or call 78 79 16 53

When

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Reviews

We've currently trained 68.075 students in 12 years. We asked them all to review our Accelerated Learning. Currently,
96,69% have said Firebrand exceeded their expectations:

"Have learned so much on this course, looking forward to putting it all into practice!"
Anonymous - Microsoft Dynamics AX 2012 R3 Trade & Logistics (5 days) (27/6/2016 to 1/7/2016)

"We had a perfect trainer who answered every question we had, and explained more we ever expected. He was available for us at all times for any questions we had outside of regular classes. I got deep insight into the product which is what I came to the course for. We got hands-on experience in the labs and excellent explanations of the technical background. The instructor is highly motivated and speaks with the experience of a senior consultant with many years of experience. The course was never boring despite the long hours and the difficult subject matters. We got the real thing and no "death by Powerpoint" "
Marco Marzorati, ISS World Services A/S. - Microsoft MCSE: Communication (Skype for Business) (6 days) (30/5/2016 to 4/6/2016)

"You know you are in the right place, when your instructor on the first evening of training, during the intro to the course says, "PowerShell is not for wimps! It is a mans tool!". 10/10 - would Firebrand again :D"
Kasper Kaas Hansen, ALSO A/S. - Microsoft Implementing Microsoft Azure Infrastructure Solutions (3 days) (23/5/2016 to 29/5/2016)

"I learned a lot, this course helped me understand all the fundamentals of web development"
Anonymous - Microsoft Programming in HTML5 with JavaScript and CSS3 (3 days) (16/5/2016 to 18/5/2016)

"Enjoyed the environment - Firebrand provide correct atmosphere and tools to allow candidate to disconnect from everything and just focus on their studies."
F.A.. - Microsoft Dynamics AX 2012 Development - Advanced (4 days) (26/5/2016 to 29/5/2016)

"Very intensive training and you will have to come with an open and clear mind, to be able to handle a 7 days course with Firebrand. If you are able to do that, you will get much more from this course, that any other course possible can give you!"
Martin G Rasmussen, EG A/S. - Microsoft MCSD: Azure Solutions Architect (9 days) (23/5/2016 to 29/5/2016)

"The facility is perfectly adequate for this type of course, in that everything one needs is provided. The course instructor was very knowledgeable and was able to spend quite a lot of time explaining each subject."
Anonymous - Microsoft Dynamics AX 2012 Development - Introduction (4 days) (22/5/2016 to 25/5/2016)

"Very intense course. Definitely more than I expected from Introduction course. "
Lucas Bertek, TempurSealy. - Microsoft Dynamics AX 2012 Development - Introduction (4 days) (22/5/2016 to 25/5/2016)

"Overall good, knowledgeable tutor, broad coverage."
Anonymous - Microsoft Dynamics NAV 2016 Developer (6 days) (9/5/2016 to 14/5/2016)

"Learned a lot of new information regarding Dynamics NAV in a fantastic environment. The tutor is very knowledgeable and made learning interesting and fun. The location of the course at Sundsgårdens is great and the food and drink provided was first rate!"
Simon Thompson, R. H. Smith & Sons. - Microsoft Dynamics NAV 2016 Developer (6 days) (9/5/2016 to 14/5/2016)

"Very intense course, but being away from distractions allows you to get the most from it. "
Anonymous, Bluerock Systems Ltd - Microsoft Dynamics NAV 2016 Developer (6 days) (9/5/2016 to 14/5/2016)

"Instructor was very good. Explained the course well and went at a good pace for a course lasted 3.5 days."
Anonymous - Microsoft MCTS System Center 2012 Configuration Manager (4 days) (3/5/2016 to 5/5/2016)

"Feels like I have jacked into the Matrix and downloaded a new skillset. Was hard work, but I have learnt so much!"
Jimmie Eriksson, FordonsData Nordic AB. - Microsoft MCTS System Center 2012 Configuration Manager (4 days) (3/5/2016 to 5/5/2016)

"Firebrand has given you a skipping board to learn and start using the skills. Lots to learn and qould say a good start."
Vinod Nagdev. - Microsoft Dynamics AX 2012 R3 Trade & Logistics (5 days) (18/4/2016 to 22/4/2016)

"Intensive! But you learn a lot!"
Alfez Mannan, Acando. - Microsoft Dynamics AX 2012 R3 Trade & Logistics (5 days) (18/4/2016 to 22/4/2016)

"I would fully recommend Firebrand, to accelerate your IT skills. The training, provided by an expert in the field, offers practical advice for real world scenarios throughout. The course material is thorough, and the labs fully tested and easy to follow."
A.F., Freelance. - Microsoft MCSA: Windows Server 2012 R2 (9 days) (9/4/2016 to 17/4/2016)

"A brilliant accelerated course which taught all the main aspects of the certification. A very good comfortable venue as well."
Sagar Hussain, IPU Limited. - Microsoft Dynamics AX 2012 Installation & Configuration (3 days) (30/3/2016 to 1/4/2016)

"Great course. You manage to basically cover everything in a short period of time. Saves allot of time. For other students it is advised to have some level (e.g.100/200) of knowledge / experience of CRM (Online) to be able to follow everything. This has definitely helped me in understanding everything and not falling behind."
Hubert Berger, Microsoft. - Microsoft Dynamics CRM 2015 (8 days) (13/3/2016 to 20/3/2016)

"All is arranged for you to only concentrate on the course to follow. From transport housing, venue facilities, meals and drinks during the whole day. The trainer is a highly business experienced expert that guides you through all aspects you need to know to both pass your exam(s) and give you best practices or what-not-to-do."
Jolanda Verwoert. - Microsoft Dynamics CRM Online 2015 (7 days) (14/3/2016 to 20/3/2016)

"Amazing experience. Cant believe how much was packed into such a short time. I cant imagine a better way to learn."
S.K.. - Microsoft Dynamics CRM Online 2015 (7 days) (14/3/2016 to 20/3/2016)

"Overall the course was well organized and our very experienced Instructor provided a lot of extra business process insights. "
Volker Schwarz, DEDON GmbH. - Microsoft Dynamics NAV 2016 Financials (5 days) (14/3/2016 to 19/3/2016)

"Great Instructor!"
Anonymous - Microsoft Dynamics NAV 2016 Financials (5 days) (14/3/2016 to 19/3/2016)

"Very detailed. It answered all my questions."
Derek Dongray, European Metal Recycling Ltd. - Microsoft Dynamics AX 2012 Development - Advanced (4 days) (10/3/2016 to 13/3/2016)

"Excellent course... Worked at a very fast pace, covering a lot of information. Excellent facilities and excellent tuition."
Miles Griffiths, EMR Group. - Microsoft Dynamics AX 2009 Advanced Developer (4 days) (10/3/2016 to 13/3/2016)

"Really good and intensive Course - learnt a lot in a short amount of time"
Jamie Robinson, Intelisense IT. - Microsoft Dynamics AX 2012 Manufacturing, Production & Logistics (6 days) (7/3/2016 to 12/3/2016)

"The course was in a lot a detail. I learnt a lot in a short apace of time."
Jake Huebner, Intelisense IT. - Microsoft Dynamics AX 2012 Manufacturing, Production & Logistics (6 days) (7/3/2016 to 12/3/2016)

"The course is intense and focused to give you all you need to know as quickly as possible."
Derek Dongray, European Metal Recycling Ltd. - Microsoft Dynamics AX 2012 Development - Introduction (4 days) (6/3/2016 to 9/3/2016)

"The course was intense, but also very enjoyable. The level of tuition was of a very high standard, and the location and facilities are excellent."
Miles Griffiths, EMR Group. - Microsoft Dynamics AX 2012 Development - Introduction (4 days) (6/3/2016 to 9/3/2016)

"Super godt kursus godt sted"
Kim Dahl Jensen , Outforce A/S. - Microsoft MCSA: SQL Server (9 days) (13/2/2016 to 21/2/2016)

"Very good experience. The trainer, the facility and accommodations was just fine."
Anonymous - Microsoft MCSA: SQL Server (9 days) (13/2/2016 to 21/2/2016)

"Great way to learn! If you have what it takes."
Mats Lithvall , AD Sverige AB. - Microsoft MCSA: SQL Server (9 days) (13/2/2016 to 21/2/2016)

"With no basic knowledge to know all the fundamental and then some more in four days was just amazing. This is a very high speed training and for me it was a crazy very steep learning curve as well. When training ended, i felt like a zombie... Excellent trainer who even makes the most dry sql statement into something funny helps as well."
Rune Hoff , Wonderware. - Microsoft Querying SQL Server (4 days) (13/2/2016 to 16/2/2016)

"Course was very well organized and the instructor was very knowledgeable. Accommodation and food was great, so you could focus completely on the course. Since I am an absolute beginner with SQL and have no IT background, I did find a number of topics difficult to understand due to insufficient background. Therefore, I think for this particular course the prerequisites should clearly mention that this course is intended for experienced IT professionals with a solid background. It is less suitable for persons with no IT background who have had limited or no exposure to SQL querying."
S.V.V., HistoGeneX. - Microsoft Querying SQL Server (4 days) (13/2/2016 to 16/2/2016)

"For someone with limited background (no IT training and limited use of SQL), the course is very challanging, however i learned so much in so little time and would consider joining another Firebrand course any time again!"
Reindert Sleven, Histogenex. - Microsoft Querying SQL Server (4 days) (13/2/2016 to 16/2/2016)

"Compounded, structured, quick learning"
Thomas Edwardsen , Smarthandling. - Microsoft Querying SQL Server (4 days) (13/2/2016 to 16/2/2016)

"Gives you a chance to focus 100% on learning."
Jens Jensen , Bladkompagniet. - Microsoft Dynamics AX 2012 R3 Financials (5 days) (1/2/2016 to 5/2/2016)

"The instructor was great and other staff was very helpful during this course."
Anonymous - Microsoft Dynamics AX 2012 R3 Trade & Logistics (5 days) (25/1/2016 to 29/1/2016)

"I think the instructor and the overall setting is ideal for learning."
Magnus Kældsoe . - Microsoft Dynamics AX 2012 R3 Trade & Logistics (5 days) (25/1/2016 to 29/1/2016)

"Very intense but good"
Mai-Ki Hockauf , EG A/S. - Microsoft Dynamics AX 2012 R3 Trade & Logistics (5 days) (25/1/2016 to 29/1/2016)

"Very respectful and professional."
Anonymous - Microsoft Dynamics AX 2012 R3 Trade & Logistics (5 days) (25/1/2016 to 29/1/2016)

"I found the course very informative. The instructor explained clearly and was very professional. Personally having little knowledge of AX prior to course, I found it rather intensive. "
Lindsey Waldorf-Christensen , Senior Program Manager. - Microsoft Dynamics AX 2012 R3 Trade & Logistics (5 days) (25/1/2016 to 29/1/2016)

"Very intensive but still graspable. Accelerates the learning process but if you slack off even for a few minutes you can get behind massively."
Adam Lindén, MWM Group. - Microsoft Dynamics Sure Step 2012 (2 days) (19/1/2016 to 20/1/2016)

"This was a nice course and great training. The instructor has great knowledge and is able to communicate/explain details thoroughly and in depth."
P.S.. - Microsoft Dynamics AX 2012 Development - Advanced (4 days)

"Firebrand live up to their claim to deliver learning, accelerated."
Anonymous - Microsoft Dynamics AX 2012 Development - Advanced (4 days) (10/12/2015 to 13/12/2015)

"Its hard going but when you have little time for training it is perfect."
Gordon Walker , AAF Ltd. - Microsoft Dynamics AX 2012 Development - Advanced (4 days) (10/12/2015 to 13/12/2015)

"Nice surroundings with facilities to study hard and ability to check results of study immediately."
Rune Brandt Johansen , SBS Consult. - Microsoft MCSA: Office 365 (5 days) (7/12/2015 to 10/12/2015)

"yes you have the chance to fully focused on oyur certification here."
Thinenthiran Ramachandran , Mercell Norge AS. - Microsoft MCSA: Office 365 (5 days) (7/12/2015 to 10/12/2015)

"The DAX2012 training offered by Firebrand is one of the best training I have ever attended. Our trainer is extremely experienced and explain all the concepts with concrete demos, which enable use to understand the concepts thoroughly. "
Juntao Chen , Widex. - Microsoft Dynamics AX 2012 Development - Introduction (4 days) (6/12/2015 to 9/12/2015)

"Intensivt men larorikt."
Anonymous - Microsoft Dynamics AX 2012 Development - Introduction (4 days) (6/12/2015 to 9/12/2015)

"Its very intense training. You get out of it, what you put into it. The instructor is extremely knowledgeable and shares with you real world scenarios and experiences! "
Anonymous - Microsoft MCSE: SharePoint 2013 (6 days) (30/11/2015 to 5/12/2015)

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