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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:
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.
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
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
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
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
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
On this course, you'll sit the following exam on-site. This is covered by your Certification Guarantee.
Skills measured:
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.
As Firebrand are a Microsoft Learning Partner, you'll be taught using these official resources
You'll also have access to:
Before attending this course, it is recommended that you have the following skills and experience:
Olemme kouluttaneet kymmenen vuoden aikana yli 134.561 opiskelijaa. Heitä kaikkia on pyydetty arvioimaan pikakurssimme. Tällä hetkellä 95,04% on sitä mieltä, että Firebrand on ylittänyt heidän odotuksensa:
"Course very detailed, instructor was very professional and helpful, Firebrand center was well organised."
B.B.. (3/6/2019 (Maanantai) - 6/6/2019 (Torstai))
"Course very detailed, instructor was very professional and helpful, Firebrand center was well organised."
B.B.. (3/6/2019 (Maanantai) - 6/6/2019 (Torstai))
"Great trainers and facilities, and being away from work & family really helps you focus on the material."
R.C.M., PGI - Protection Group International Ltd.. (22/4/2024 (Maanantai) - 27/4/2024 (Lauantai))
"Excellent training. Material and instructor very good. Good facilities. Preferred method of learning moving forward."
J.B.. (22/4/2024 (Maanantai) - 27/4/2024 (Lauantai))
"The in-person training is always effective. I have never done certification before I have around 20+ yrs of exp and I did my first one with Firebrand. The only reason I passed the exam due to focused time and no distraction."
Arul Jayaraman, Yayati consulting ltd. (22/4/2024 (Maanantai) - 27/4/2024 (Lauantai))
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