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Our courses continue to evolve along with the fast-changing technological advances. Our instructor-led training services are available on a public and a private (in-company) basis. Some of our courses are also available as online, on demand, and hybrid training.

MB-230T01 : Dynamics 365 for Customer Engagement for Customer Service

Course Only TRAINING ONLY
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Overview

Microsoft Dynamics 365 for 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.

Audience Profile

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.

Prerequisities

This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

At Course Completion

After completing this course, you 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.

Course Outline

RM1,400.00(+RM84.00 Tax)

* Price excludes Exam

Course Information
EXAM CODE
MB-230
DURATION
1 Day
Schedule

Available upon request

PMP, Project Management Professional (PMP), CAPM, Certified Associate in Project Management (CAPM) are registered marks of the Project Management Institute, Inc.

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