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Aron Mesterbasic
During the course, your expert instructor will work through the course preparing you for the Microsoft Dynamics 365 Customer Service (MB-230) exam.
Your course package is designed to provide maximum learning and convenience. This is included in the price of your course:
Your expert instructor will get you ready for the following exam and certification, which are included in your course package and covered by the Certification guarantee.
You´ll have the perfect starting point for your training with these prerequisites:
This course is designed for persons who aspire to one of the Dynamics 365 Functional Consultant Associate role certifications. Knowledge of Email and Excel is required along with a knowledge of Customer Service operations within organisations. Some experience with Dynamics 365 Customer Engagement is preferred.
Using our engaging learning methodology using a variety of tools, we’ll cover the entire curriculum.
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.
Lesson 1: Create case records
Lesson 2: Related service apps
Lesson 3: Analytics for service
Lesson 4: AI for service
Lesson 5: Configuring customer service
Lesson 6: Module summary
Module 2: Case Management
In this module you will learn how to open and resolve customer service cases, both manually and with automation.
Lesson 1: Case management overview
Lesson 2: Creating case records
Lesson 3: Queue management
Lesson 4: Case routing
Lesson 5: Resolving cases
Lesson 6: Module summary
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.
Lesson 1: SLA and entitlement overview
Lesson 2: Create and manage entitlements
Lesson 3: Create and manage SLAs
Lesson 4: Module summary
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.
Lesson 1: Knowledge management overview
Lesson 2: Authoring and organizing
Lesson 3: Use knowledge content
Lesson 4: Manage knowledge content
Lesson 5: Module summary
Workshop:
The course also include a workshop offering you several benefits;
- The course will teach you the individual components of Dynamics 365 app. The applied workshop will allow you to practice and cement your skills by creating an end-to-end solution to solve a problem for a fictitious company using many of the features you have learn about in the course.
- The labs in the course take you step-by-step through the functionality contained in each topic. The applied workshop allows you to combine the topics into a single solution to meet the requirements of a fictitious company. This will assist both with certification and also give you practical skills for when you return to your job.
- The applied workshop will help you put the product skills into practice and further understand how to apply learning into meeting business needs.
- The course and labs enables you to understand each part of the application but the exam goes further and expects you to understand how the application components work together. The applied workshop will assist you in this understanding.
The Virtual Classroom is an online room, where you will join your instructor and fellow classmates in real time. Everything happens live and you can interact freely, discuss, ask questions, and watch your instructor present on a whiteboard, discuss the courseware and slides, work with labs, and review.
Yes, you can sit exams from all the major Vendors like Microsoft, Cisco etc from the comfort of your home or office.
With Readynez you do any course form the comfort of your home or office. Readynez provides support and best practices for your at-home classroom and you can enjoy learning with minimal impact on your day-to-day life. Plus you'll save the cost and the environmental burden of travelling.
Well, learning is limitless, when you are motivated, but you need the right path to achieve what you want. Readynez consultants have many years of experience customizing learner paths and we can design one for you too. We are always available with help and guidance, and you can reach us on the chat or write us at info@readynez.com.