Exam MB2-718 Microsoft Dynamics 365 Customer Service

Learning path description

Keywords

Difficulty Level : Advanced
Exams & accreds : Microsoft Certified Solutions Expert (MCSE)
Product : Dynamics 365, Business Edition (Financials/ERP for SMB)
Role : Technical
Country : Global
81057AE: Agent Enablement in Microsoft Dynamics 365 for Customer Service [4 h 27 m]

The Agent Enablement in Customer Service for Microsoft Dynamics 365 course focuses on how an organization can nurture customer satisfaction through automation of business processes. It provides an insight into some of the powerful Customer Service functionality capabilities that a customer service agent can utilize within Microsoft Dynamics 365. The Agent Enablement in Customer Service course guides you through the process of working with your customers in Microsoft Dynamics CRM 365, including resolution of customer complaints and service issues cost effectively, and provides insight on managing all related correspondence, documents, contacts and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionable insights, including the use of Service Level Agreements, Entitlements, and Queue Management.

Launch course
81058AE: Service Intelligence in Microsoft Dynamics 365 for Customer Service [7 h 16 m]

The Service Intelligence for Microsoft Dynamics 365 in Customer Service course provides insight on the components within the Customer Service module to put customer service at the forefront of an organization's intelligent customer engagement strategy. It focuses on how an organization can utilize a database of Knowledgebase articles to create an environment where users can easily provide standardized answers to customer questions. Additionally, this course explores the Interactive Service Hub with real time dashboards as well as some of the core analytical tools to provide insights on how to improve Customer Service.

Launch course
81063AE: Voice of the Customer in Microsoft Dynamics 365 for Customer Service [2 h 46 m]

This Digital Learning course provides students with the tools to configure Dynamic 365 Voice of the Customer Solution. The focus is on the using and understanding how the platform tools that are provided can be leveraged to create surveys, customize surveys with themes and images, configure questions, and control how surveys are distributed.

Launch course
81065AE: Microsoft Dynamics 365 for Field Service [4 h 4 m]

This Digital Learning course provides students with the tools to setup, configure and use Dynamics 365 for Field Service. The focus is on the using and understanding how the platform tools that are provided can be leveraged to create supporting items, such as Products and Price Lists, Territories, and Resources. In addition, topics such as Work Orders, Scheduling, Mobility, and Inventory and Purchasing are also reviewed.

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81064AE: Unified Service Desk in Microsoft Dynamics 365 for Customer Service [4 h 8 m]

This Digital Learning course provides students with the tools to setup and perform basic configuration for Unified Service Desk for Dynamics 365. The focus is on using Dynamics 365 to configure the basic foundational components of Unified Service Desk, including Hosted Controls, Action Calls, Toolbars, and Windows Navigation Rules.

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Exam MB2-718 Microsoft Dynamics 365 for Customer Service [0 h 0 m]

Individuals wishing to obtain a certification on Microsoft Dynamics 365 for Customer Service should take this exam. include sales operations managers, customer service managers, service schedulers, administrators, office managers, executives, partners, and consultants who want to demonstrate a foundational understanding of the application functionality. The exam is appropriate for those who are new to CRM but have a background in the business process as well as Microsoft Office.

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