Overview

Microsoft Dynamics 365 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.

Join our team of globally recognized experts as they 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.

Skills Covered

After completing this module, students 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
  •  Work with Omnichannel
  •  Work with Connected Customer Service
  •  Work with Customer Service Scheduling
  •  Work with Customer Service Insights

Who Should Attend

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

Course Curriculum

Prerequisites

This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.

The prerequisites above can be achieved by completing the following courses:

Download Syllabus

Course Modules

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Training Options

Intake: 7-9 Mar 2022
Duration: 3 Days
Guaranteed: TBC
Modality: ILT
Price:

RM2,800.00Enroll Now

RM3,187.00Enroll Now

Exam:
Intake: 7-9 Mar 2022
Duration: 3 Days
Guaranteed: TBC
Modality: VILT
Price:

RM2,800.00Enroll Now

RM3,187.00Enroll Now

Exam:
Intake: 8-10 June 2022
Duration: 3 Days
Guaranteed: TBC
Modality: ILT
Price:

RM2,800.00Enroll Now

RM3,187.00Enroll Now

Exam:
Intake: 8-10 June 2022
Duration: 3 Days
Guaranteed: TBC
Modality: VILT
Price:

RM2,800.00Enroll Now

RM3,187.00Enroll Now

Exam:
Intake: 7-9 Sept 2022
Duration: 3 Days
Guaranteed: TBC
Modality: ILT
Price:

RM2,800.00Enroll Now

RM3,187.00Enroll Now

Exam:
Intake: 7-9 Sept 2022
Duration: 3 Days
Guaranteed: TBC
Modality: VILT
Price:

RM2,800.00Enroll Now

RM3,187.00Enroll Now

Exam:
Intake: 14-16 Dec 2022
Duration: 3 Days
Guaranteed: TBC
Modality: ILT
Price:

RM2,800.00Enroll Now

RM3,187.00Enroll Now

Exam:
Intake: 14-16 Dec 2022
Duration: 3 Days
Guaranteed: TBC
Modality: VILT
Price:

RM2,800.00Enroll Now

RM3,187.00Enroll Now

Exam:

Exam & Certification

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate.

If you have strong applied knowledge of Customer Service, along with experience implementing Dynamics 365 omnichannel solutions that focus on service, quality, reliability, efficiency, and customer satisfaction, the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate certification could be a great fit for you.

In addition, this certification demonstrates that you know how to collaborate with a customer engagement administrator to implement and upgrade Microsoft Power Platform components, including knowledge management, customer feedback, and connected services.

Training & Certification Guide

Frequently Asked Questions