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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:
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 21 96 61 82 and speak to one of our enrolment consultants, who can help you with a training plan.
We've currently trained 134.561 students in 12 years. We asked them all to review our Accelerated Learning. Currently,
96,41% have said Firebrand exceeded their expectations:
"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 (Monday) to 27/4/2024 (Saturday))
"Excellent training. Material and instructor very good. Good facilities. Preferred method of learning moving forward."
J.B.. (22/4/2024 (Monday) to 27/4/2024 (Saturday))
"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 (Monday) to 27/4/2024 (Saturday))
"The course was very interesting and interactive."
Matthew Clulee, Venture Systems Group. (23/4/2024 (Tuesday) to 26/4/2024 (Friday))
"A good training course, with experienced and knowledgeable instructor, reacting to skills and experience level of the class students."
Mike Hilton, WWF-UK. (22/4/2024 (Monday) to 24/4/2024 (Wednesday))
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