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On this 5 day accelerated Microsoft Dynamics CRM 2016 Customer Service course you’ll learn to improve customer satisfaction through automation of business processes.
You’ll develop the skills to leverage the full capabilities of powerful Customer Service and Service Scheduling functionality in Microsoft Dynamics CRM 2016. This will simplify the customer service process for employees within your organisation, leading to more satisfied customers.
Taught by your expert Microsoft certified instructor, you’ll be fully immersed in the course using Firebrand’s unique Lecture | Lab | Review technique. This will help you quickly develop skills to:
You’ll sit exam MB2-714: Microsoft Dynamics CRM 2016 Customer Service on-site as part of the course, covered by our certification guarantee.
Passing exam MB2-714 previously resulted in achieving the Microsoft Specialist: Dynamics CRM 2016 Customer Service certification.
Microsoft retired the Specialist credential as of 31 March, 2017. The exams remain available and where applicable will count towards the relevant existing MCSA, MCSE or MCSD certification.
This Microsoft Dynamics CRM 2016 Customer Service course is most suited to those in customer service or operations, sales managers and office managers or executives.
Manage cases and the knowledge base (25-30%)
Manage queues, entitlements, and service level agreements (SLAs) (25-30%)
Manage service scheduling, interactive service hub, and the unified help desk (20-25%)
Work with FieldOne and surveys and perform service management analysis (20-25%)
You'll sit the following exam at the Firebrand Training Centre, covered by your Certification Guarantee:
Passing exam MB2-714 previously resulted in achieving the Microsoft Specialist: Dynamics CRM 2016 Customer Service certification.
Microsoft retired the Specialist credential as of 31 March, 2017. The exams remain available and where applicable will count towards the relevant existing MCSA, MCSE or MCSD certification.
Your accelerated course includes:
It is recommended you possess the following prerequisites before sitting this course:
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.
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, 96.40% 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.
"The training for PL-100 is an intense course, jam-packed with references, resources delivered by a super knowledgeable instructor. Would recommend having a sound base knowledge of Microsoft Power Platform before attending. MS Learn provides topics for PL-100 and also a study guide for the exam which is very useful when preparing for exam."
Jessica Brooks, Kenvue. (3/1/2024 (Wednesday) to 4/1/2024 (Thursday))
"Training facilities were great and the hotel onsite is nice."
Anonymous. (18/12/2023 (Monday) to 20/12/2023 (Wednesday))
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Anonymous. (13/12/2023 (Wednesday) to 15/12/2023 (Friday))
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ML, Griggster Limited. (3/10/2023 (Tuesday) to 6/10/2023 (Friday))
"Perfect instructor with much knowledge and the ability to bring it to the people. Thank you. The topic is huge but I would have expected a little bit more working together in the system."
Reinhard Decker, VAT Vakuumventile AG. (10/10/2023 (Tuesday) to 13/10/2023 (Friday))
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