Microsoft Dynamics 365 Customer Service Certification Training Course for Beginners (Semi_Final_21_Nov)_Moved_To_Production

Microsoft Dynamics 365 Customer Service Certification Training Course for Beginners

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Microsoft Dynamics 365 Customer Service Certification Training Course for Beginners Summary

Dynamics 365 Customer Service Certification training course is a 6 weeks long Instructor-led and guided training with Practical Hands-On Lab exercises to be taught over 24 hours, 2 sessions per week, 2 hours per session.

  • The medium of instruction is English.
  • All Published Ticket Prices are in US Dollars.

Microsoft Dynamics 365 Customer Service Certification Training Course for Beginners Schedule

Please choose from one of the dates in the table below to begin your enrollment :

Dates Weekly Schedule (US Pacific Time)* Price Add to Cart
Dec 4 to Dec 26 Sat/Sun 7:30 AM - 9:30 AM each day $99.00 Add to cart
Dec 6 to Dec 29 Mon/Wed 5:30 PM - 7:30 PM each day $99.00 Add to cart
Dec 7 to Dec 30 Tue/Thu 7:30 AM - 9:30 AM each day $99.00 Add to cart
Jan 8 to Jan 30 Sat/Sun 7:30 AM - 9:30 AM each day $99.00 Add to cart
Jan 10 to Feb 2 Mon/Wed 5:30 PM - 7:30 PM each day $99.00 Add to cart
Jan 11 to Feb 3 Tue/Thu 7:30 AM - 9:30 AM each day $99.00 Add to cart
Feb 5 to Feb 27 Sat/Sun 7:30 AM - 9:30 AM each day $99.00 Add to cart
Feb 7 to Mar 2 Mon/Wed 5:30 PM - 7:30 PM each day $99.00 Add to cart
Feb 8 to Mar 3 Tue/Thu 7:30 AM - 9:30 AM each day $99.00 Add to cart
Mar 14 to Apr 6 Mon/Wed 6:30 PM - 8:30 PM each day $99.00 Add to cart
Mar 15 to Apr 7 Tue/Thu 8:30 AM - 10:30 AM each day $99.00 Add to cart
Mar 19 to Apr 10 Wed/Sun 8:30 AM - 10:30 AM each day $99.00 Add to cart
*click on date/time hyperlink to add your location and find local date/time for first session
Dates and Weekly Schedule (US Pacific Time)* Price
Dec 4 to Dec 26
Sat/Sun 7:30 AM - 9:30 AM each day
$99.00
Enroll
Dec 6 to Dec 29
Mon/Wed 5:30 PM - 7:30 PM each day
$99.00
Enroll
Dec 7 to Dec 30
Tue/Thu 7:30 AM - 9:30 AM each day
$99.00
Enroll
Jan 8 to Jan 30
Sat/Sun 7:30 AM - 9:30 AM each day
$99.00
Enroll
Jan 10 to Feb 2
Mon/Wed 5:30 PM - 7:30 PM each day
$99.00
Enroll
Jan 11 to Feb 3
Tue/Thu 7:30 AM - 9:30 AM each day
$99.00
Enroll
Feb 5 to Feb 27
Sat/Sun 7:30 AM - 9:30 AM each day
$99.00
Enroll
Feb 7 to Mar 2
Mon/Wed 5:30 PM - 7:30 PM each day
$99.00
Enroll
Feb 8 to Mar 3
Tue/Thu 7:30 AM - 9:30 AM each day
$99.00
Enroll
Mar 14 to Apr 6
Mon/Wed 6:30 PM - 8:30 PM each day
$99.00
Enroll
Mar 15 to Apr 7
Tue/Thu 8:30 AM - 10:30 AM each day
$99.00
Enroll
Mar 19 to Apr 10
Wed/Sun 8:30 AM - 10:30 AM each day
$99.00
Enroll
*click on date/time hyperlink to add your location and find local date/time for first session

Course Objectives

  • Customer Service Overview
  • Case Management
  • Service Level Management
  • Knowledge Management

Features and Benefits

  • 6 weeks, 10 sessions, 24 hours of total Instructor-led and guided training
  • Highly Interactive training
  • Training material and Practical Hands-On Lab Exercises provided
  • Useful Resources on the cloud provided
  • Real-time scenarios

Who can take Dynamics 365 Customer Service Certification Online Training

  • Dynamics 365 Customer Engagement functional consultants.

Course Overview

The Dynamics 365 Customer Engagement for Service training and certification course will give you a detailed overview of performing configuration, manage cases, manage queues, entitlements, and SLAs and configure voice of the customer. This course is the part of Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate certification.

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.

Course Outline

Module 1: Work with Cases 

  • Get started with Cases
  • Managing Case
  • Use queues to manage case workloads
  • Create or update records automatically
  • Unified routing

Module 2: Work with entitlements and service level agreements 

  • SLA and entitlement overview
  • Create and manage entitlements
  • Create and manage SLAs

Module 3: Work with Knowledge Management 

  • Knowledge management overview
  • Authoring and organizing
  • Use knowledge content
  • Manage knowledge content

Module 4: Create surveys with Customer Voice 

  • Create a survey project
  • Create surveys
  • Send surveys
  • Automate surveys

Module 5: Schedule Services 

  • Configure Customer Service Scheduling
  • Schedule Services

Module 6: Work with Dynamics 365 Customer Service workspaces 

  • Enhance agent productivity
  • App profile manager

Module 7: Omnichannel for Dynamics 365 Customer Service 

  • Routing and work distribution

Module 7: Omnichannel for Dynamics 365 Customer Service(Contd.) 

  • Deploy an SMS channel
  • Deploy chat widgets
  • Create smart assist

Module 8: Manage analytics and insights 

  • Get started with Customer Service Insights
  • Create Visualizations

Module 9: Connected Customer Service 

  • Work with Connected Customer Service
  • Registering and Managing Devices

Module 10: Implement Power Platform 

  • Create custom apps in Microsoft Power Platform for your Customer Service solution
  • Integrate a Power Virtual Agents Bot

Refund Policy

  • 100% refund can be applied if request is initiated 24 hours before the 1st course session.
  • If a class is rescheduled/cancelled by the organizer, registered students will be offered a credit towards any future course or a 100% refund