Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Dynamics 365 Customer Service course 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.
Microsoft Dynamics 365 Customer Service course 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.
A Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and also applications. The Functional Consultant implements a solution using out-of-the-box capabilities, codeless extensibility, application, and also service integrations.
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other D365 apps who want to expand their knowledge of Customer Service.
In this module you will learn about working with Cases in D365 Customer Service.
After completing this module, students will be able to:
In this module you will learn how to create and manage entitlements and service level agreements
After completing this module, you will be able to:
In this module you will learn how to create knowledge management solutions, and use knowledge articles to resolve cases
After completing this module, you will be able to:
In this module you will learn how to engage with customers using Dynamics 365 Customer Voice
After completing this module, you will be able to:
In this module, you will learn how to schedule services and resources using Customer Service Scheduling
After completing this module, you will be able to:
In this module, you will learn how to use Customer Service workspaces
After completing this module, you will be able to:
In this module, you will learn how to use Omnichannel for Dynamics 365 Customer Service
After completing this module, you will be able to:
In this module, you will learn how to work with insights in Customer Service to use Artificial Intelligence (AI) in your Dynamics 365 Customer Service solution.
After completing this module, you will be able to:
In this module, you will learn how to use Connected Customer Service to proactively handle customer service scenarios
After completing this module, you will be able to:
In this module, you will learn how to work with the Microsoft Power Platform to enhance your Dynamics 365 Customer Service solution
After completing this module, you will be able to:
Related Courses:
MB-210 Microsoft Dynamics 365 Sales
MB-220 Microsoft Dynamics 365 Marketing
MB-240 Microsoft Dynamics 365 Field Service
MB-260 Microsoft Customer Data Platform Specialty
Related Certifications:
$1,795.00