Dynamics 365 for Customer Service Certification Bootcamp

Title: T4D157: Microsoft Dynamics 365 for Customer Service Certification Bootcamp
Duration: 2 days
Price: £1,600 + VAT

Please note: course content subject to change

About this Course:
Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.

As the UK's only dedicated Dynamics 365 training provider, our experts take you step by step from creating cases to interacting with customers to resolving those cases. Once you’ve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

This course includes the full exam preparation coaching, evening practice sessions and on-demand sitting of Exam MB2-210 Microsoft Dynamics 365 for Sales.

This Bootcamp contains the following additional benefits to help you gain your certification:
- Exam coaching classes, every evening during the Bootcamp
- The exam itself.
- Free post course exam coaching sessions via Skype.
- A free resit on Bootcamp during the next 12 months.
- An evening exam slot at our Pearson vue Test Centre *Only available at Bath Bootcamps*

Audience Profile
This course takes an accelerated approach to covering the Microsoft Dynamics 365 for Customer Service Certification. Covering implementing omnichannel solutions that focus upon service, quality, reliability, efficiency, and customer satisfaction.

At Course Completion
After completing this course, you will be able to:
- Install and configure the customer service app
- Identify common customer service scenarios
- Complete a case resolution process
- Analyze customer service data
- Automate case management record processing
- Create and use knowledge articles
- Create and use entitlements and service level agreements

Course Outline

Module 1: Customer Service Overview
In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.
Lessons
- Create case records
- Related service apps
- Analytics for service
- AI for service
- Configuring customer service
- Module summary

After completing this module, students will be able to:
- Install and configure the customer service application.
- Identify common customer service scenarios.

Module 2: Case Management
In this module you will learn how to open and resolve customer service cases, both manually and with automation.
Lessons
- Case management overview
- Creating case records
- Queue management
- Case routing
- Resolving cases
- Module summary

After completing this module, you will be able to open and resolve customer service cases and automate case creation and routing.

Module 3: Service Level Agreements and Entitlements
In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.
Lessons
- SLA and entitlement overview
- Create and manage entitlements
- Create and manage SLAs
- Module summary

After completing this module, you will be able to create and use service level agreements and create and use entitlements.

Module 4: Knowledge Management
In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.
Lessons
- Knowledge management overview
- Authoring and organizing
- Use knowledge content
- Manage knowledge content
- Module summary

After completing this module, you will be able to ceate and manage knowledge content.

Before attending this course, students must have:
• This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.