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Microsoft Dynamics 365 for Customer Service MB2 718
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Microsoft Dynamics 365 for Customer Service MB2 718
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MB2-718 - Microsoft Dynamics 365 for Customer Service
Course Content
Module 1: Introduction to Service Management
Evaluate examples of customer scenarios where the customer service capabilities of Microsoft Dynamics 365 can be applied
Define the basic record types utilized by the customer service functionality of Microsoft Dynamics CRM
Module 2: Case Management
Explore the main components of working with cases
Discuss the default fields available on a case form
Demonstrate how to convert cases from activity records
Examine the Case to Resolution process
Define specific rules used for advanced configuration options related to case management
Determine the best method to sync two merged cases together
Module 3: Knowledge Base
Search for articles within the knowledge base and associate them with a case
Resolve cases quick by using knowledge base articles
Create, manage, and maintain knowledge base article templates
Examine the process of creating, modifying, and publishing knowledge base articles
Develop how to properly format knowledge base articles through a template and the Engagement Hub
Demonstrate how to attach knowledge base articles to emails
Module 4: Queue Management
Differentiate between system queues and personal queues
Evaluate how to create and maintain queues
Demonstrate how to add cases and activities to queues
Work with queue items, such as routing, working on, releasing, and removing them
Define what queue item details are and what they all entail
Discuss how to route records to specific queues
Module 5: Service Level Agreements
Create and manage Service Level Agreements (SLA’s)
Define the types of Service Level Agreements and analyze the differences between them
Explore Service Level Agreements actions and details
Manage cases that are associated with Service Level Agreements
Module 6: Entitlements
Apply knowledge to create and maintain entitlement templates
Create new entitlements from scratch and by using templates
Define entitlement channels and how they affect the overall entitlement
Clarify how products and cases can be added to an entitlement and what this does to the entitlement
Associate Service Level Agreements with entitlements
Activate and renew entitlements that are applied to cases
Module 7: Interactive Service Hub
Define how the Interactive Service Hub can significantly improve the quality of service for your organization
Explore the features of Multi-Stream Dashboards and how they affect the customer service experience
Manage queues and cases from streams within Microsoft Dynamics 365
Discuss how to create and configure interactive dashboards
Module 8: Unified Service Desk
Define the modules in Unified Service Desk
Provide an overview of benefits and what the Unified Service Desk all entails
Discuss the components within the Integrated Agent Desktop
Module 9: Service Management Analysis
Identify default service dashboards that are available within Microsoft Dynamics 365
Discover what Power BI dashboards have to offer
Work with service reports and system charts for a more organized customer service experience
Define metrics and goals to learn how they work with each other within the service module
Create monthly goals for case records and learn what they can do to further improve customer service
Module 10: Voice of the Customer
Familiarize ourselves with Voice of the Customer
Run through an overview of common survey scenarios
Discuss different ways to configure surveys in order to acquire suitable feedback for your organization
Recognize survey capabilities when it comes to sending invitations and performing actions
Develop a sense of how to properly track and analyze responses
Capture and leverage responses to shape customer engagement
Module 11: Customer Portal
Define what the Customer Portal is and its capabilities
Determine the benefits of the Customer Portal
Review the features of the Microsoft Dynamics Customer Portal
Examine how CRM integrates with the data from the portal
Analyze how to use the Customer Portal for a more efficient and smoother customer service process
Module 12: Field Service
Introduce the basic components and industries involved with Microsoft Dynamics CRM Field Services
Engage with Field Service through multiple personas
Review different resources within the Field Service module
Analyze how to properly manage a service schedule
Evaluate the service scheduling process and the components that live within Field Services
Examine how inventory management is key for successful transactions and can effectively forecast material requirements
Define several methods on how to collect accurate analytics
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