Microsoft - Dynamics CRM 2016 Customer Service

Duration

Duration:

Only 5 Days

Method

Method:

Classroom / Online / Hybrid

Next date

Next date:

27/3/2023 (Monday)

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.

Benefits

Seven reasons why you should sit your course with Firebrand Training

  1. Two options of training. Choose between residential classroom-based, or online courses
  2. You'll be certified fast. With us, you’ll be trained in record time
  3. Our course is all-inclusive. A one-off fee covers all course materials, exams**, accommodation* and meals*. No hidden extras.
  4. Pass first time or train again for free. This is our guarantee. We’re confident you’ll pass your course first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
  5. You’ll learn more. A day with a traditional training provider generally runs from 9am – 5pm, with a nice long break for lunch. With Firebrand Training you’ll get at least 12 hours/day quality learning time, with your instructor
  6. You’ll learn faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
  7. You’ll be studying with the best. We’ve been named in Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified over 100,000 professionals
  • * For residential training only. Doesn't apply for online courses
  • ** Some exceptions apply. Please refer to the Exam Track or speak with our experts

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. 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 (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

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.

Reviews

Here's the Firebrand Training review section. Since 2001 we've trained exactly 134,561 students and asked them all to review our Accelerated Learning. Currently, 96.54% 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 instructor was very knowledgeable and helpful and look forward to the next course"
Duane Leslie Jones, Capita plc. (2/11/2022 (Wednesday) to 4/11/2022 (Friday))

"You visit a very well-organised Training Centre with all modern amenities in almost the middle of nowhere! That will help you focus and ensure that you spend time needed to get stuff done and get prepared for your Certification. Added bonus, the folks working for Firebrand are awesome!"
Nikolaos Velissaris, Microsoft. (29/11/2022 (Tuesday) to 2/12/2022 (Friday))

"Very detailed course with a extremely knowledgeable instructor."
Anonymous. (29/11/2022 (Tuesday) to 2/12/2022 (Friday))

"Quite a lot but learned many new things!"
Anonymous. (29/11/2022 (Tuesday) to 2/12/2022 (Friday))

"The instructor was great in explaining the the concepts. She used many real time examples throughout the course which made the topic interesting and easy to understand."
Tejas Patil, Capita plc. (2/11/2022 (Wednesday) to 4/11/2022 (Friday))

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