Dynamics CRM 2016 Customer Service

Overview

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:

Manage cases and the knowledge base
Manage queues, entitlements and service level agreements (SLAs)
Manage service scheduling, interactive service hub, and the unified help desk
Work with FieldOne and surveys and perform service management analysis (20-25%)

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.

See prices now to find out how much you could save when you train at twice the speed.

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Four reasons why you should sit your Dynamics CRM 2016 Customer Service course with Firebrand Training

You'll be Dynamics CRM 2016 Customer Service trained and certified faster. Learn more on this 5-day accelerated course. You'll get at least 12 hours a day of quality learning time in a distraction-free environment
Your Dynamics CRM 2016 Customer Service course is all-inclusive. One simple price covers all course materials, exams, accommodation and meals – so you can focus on learning
Pass Dynamics CRM 2016 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
Study Dynamics CRM 2016 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 134.561 students saving more than one million hours since 2001

Benefits

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

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Curriculum

Manage cases and the knowledge base (25-30%)

Create and manage cases

Work with the case list and views; search for case records; create a new case record; understand fields on a default case form; analyse business process flows; convert activities to cases; understand the case resolution process; use case routing rules; use case creation rules

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

Manage queues, entitlements, and service level agreements (SLAs) (25-30%)

Create and manage queues

Understand system queues and personal queues; create and maintain queues; add cases and activities to queues; work with queue items; implement case routing

Create and manage entitlements

Create and maintain entitlement templates; create a new entitlement; add entitlement lines; associate products; associate entitlement channels; associate an SLA; activate an entitlement; renew an entitlement

Create and manage SLAs

Understand standard and enhanced SLAs; create SLA actions and details; use SLAs on-demand; manage cases with SLAs; manage service scheduling, interactive service hub, and the unified service desk

Manage service scheduling, interactive service hub, and the unified help desk (20-25%)

Implement and manage service scheduling

Understand service scheduling scenarios; understand the service scheduling process flow; define and manage resources; implement customer service schedules; create and manage resource groups; define sites, holiday schedules, and services; schedule service activities in the service calendar; manage service activities

Work with the interactive service hub and the unified service desk

Work with single-stream and multi-stream dashboards; manage queues and cases from streams; create interactive dashboards; understand the unified service desk; understand integrated agent desktop components

Work with FieldOne and surveys and perform service management analysis (20-25%)

Perform service management analysis

Use Microsoft Power BI service dashboards; work with the service calendar; work with service reports; work with service dashboards; work with system charts for cases; understand service metrics and goals; create goals for case records

Use FieldOne with service management

Understand FieldOne functionality; identify reasons to automate the field service organisation; identify the benefits of using FieldOne

Work with surveys

Understand survey distribution options; create and configure surveys; capture responses

Exam Track

You'll sit the following exam at the Firebrand Training Centre, covered by your Certification Guarantee:

MB2-714: Microsoft Dynamics CRM 2016 Customer Service

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.

What's Included

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

It is recommended you possess the following prerequisites before sitting this course:

Some basic experience using Windows applications
Knowledge of basic sales, marketing, and customer service roles in a business
Some knowledge of common Microsoft Dynamics CRM record types is preferred

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 (0)8 44 68 27 85 and speak to one of our enrolment consultants, who can help you with a training plan.

Reviews

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:

"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))

"It's the best way to learn without any distraction. Training, eat, sleep, shower."
Anonymous. (13/12/2023 (Wednesday) to 15/12/2023 (Friday))

"When learning with Firebrand, everything is taken care of for you. This allows you to pour everything into absorbing and understanding your course content amongst peers."
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))

Course Dates

Start	Finish	Status	Location
19/2/2024 (Monday)	23/2/2024 (Friday)	Finished - Leave feedback	-
24/6/2024 (Monday)	28/6/2024 (Friday)	Wait list	Nationwide
5/8/2024 (Monday)	9/8/2024 (Friday)	Limited availability	Nationwide
16/9/2024 (Monday)	20/9/2024 (Friday)	Open	Nationwide
28/10/2024 (Monday)	1/11/2024 (Friday)	Open	Nationwide
9/12/2024 (Monday)	13/12/2024 (Friday)	Open	Nationwide

Microsoft - Dynamics CRM 2016 Customer Service