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Overview

Microsoft Dynamics 365 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 to 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.
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What You'll Learn

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    Who Should Attend

    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.
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    Prerequisites

    Please review the prerequisites listed for each module in the course content and click on the provided links for more information.

    Learning Journey

    Want to boost your career in Microsoft? Click on the roles below to see the learning pathways, specially designed to give you the skills to succeed.

    1. Work with cases in Dynamics 365 Customer Service

    Get started as a customer service representative. This learning path focuses on case management capabilities of Dynamics 365 Customer Service including options for creating cases, managing the case resolution process, working with case hierarchies, and merging similar cases. Queues can be used to maintain and manage case workloads for customer service agents.

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    2. Work with entitlements and service level agreements in Dynamics 365 Customer Service

    This learning path focuses on working with entitlements and service level agreements in Microsoft Dynamics 365 Customer Service.

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    3. Work with Knowledge Management Solutions in Dynamics 365 Customer Service

    This learning path focuses on working with Knowledge Management Solutions in Microsoft Dynamics 365 Customer Service.

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    4. Help service reps be more productive in Dynamics 365 Customer Service

    Do you want to improve your service representative's productivity? This path discusses options to help service reps be more productive when using the Customer Service app.

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    5. Route and distribute work in Dynamics 365 Customer Service

    This learning path describes how to route and distribute work in Dynamics 365 Customer Service using unified routing.

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    6. Connect and engage with customers with Omnichannel for Dynamics 365 Customer Service

    Developing and deploying true omnichannel solutions is critical to the success of any organization that provides customer service to its customers. By ensuring the unified and contextual experience regardless of the channel used, organizations can increase customer satisfaction, resolve issues faster, and increase revenue. With Dynamics 365’s Omnichannel for Customer Service solution, organizations deploy a true Omnichannel solution that exists inside the Dynamics 365 organization that they use every day.

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    7. Create surveys with Dynamics 365 Customer Voice

    Capture, analyze, and act on customer and employee feedback. This learning path covers creating a survey project, creating a survey, sending surveys, automating surveys, and analyzing survey data.

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    8. Get started with Dynamics 365 Customer Service scheduling

    Do you need to schedule and other resources to service customers? This learning path discusses how to configure and use Customer Service scheduling.

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    9. Work with Customer Service Insights

    Configure and work with Customer Service Insights data to gain insights to your customers. This learning path covers getting started with Customer Service Insights and visualizations.

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    10. Use Connected Customer Service with Dynamics 365

    Use the Connected Customer Service Add-in for Dynamics 365 to integrate IoT devices with Dynamics 365 Customer Service to help service customers.

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    Skills measured

    • Manage cases and Knowledge Management
    • Manage entitlements and SLAs
    • Implement scheduling
    • Implement multi-session experiences for Customer Service
    • Manage analytics and insights
    • Implement Microsoft Power Platform
    • Implement Connected Customer Service
    • Implement routing

    Frequently Asked Questions (FAQs)

    • Why get Microsoft certified?

      Microsoft certifications validate your skills and expertise in Microsoft technologies and solutions, demonstrating your ability to design, implement, and manage cutting-edge technologies.

      These certifications are globally recognized and highly sought after by employers, as they signify your proficiency in using Microsoft products and services to drive innovation and solve business challenges.

      Microsoft-certified professionals are in high demand, opening doors to new career opportunities and higher earning potential.

    • What to expect for the examination?

      Microsoft certification exams are designed to assess your knowledge and skills in specific Microsoft technologies and solutions.

      Exams typically consist of multiple-choice, multiple-select, and case study questions, and some may include lab simulations to evaluate your practical skills.

      Note: Certification requirements and policies may be updated by Microsoft from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.

    • How long is Microsoft certification valid for?

      Most Microsoft role-based and specialty certifications are valid for one year from the date of passing the exam.

      To maintain your certification, you will need to renew it annually by passing a free online assessment on Microsoft Learn.

      However, Microsoft Applied Skills credentials and Fundamentals certifications do not expire.

      Note: Certification requirements and policies may be updated by Microsoft from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.

    • Why take this course with Trainocate?

      Here’s what sets us apart:

      - Global Reach, Localized Accessibility: Benefit from our geographically diverse training hubs in 24 countries (and counting!).

      - Top-Rated Instructors: Our team of subject matter experts (with high average CSAT and MTM scores) are passionate to help you accelerate your digital transformation.

      - Customized Training Solutions: Choose from on-site, virtual classrooms, or self-paced learning to fit your organization and individual needs.

      - Experiential Learning: Dive into interactive training with our curated lesson plans. Participate in hands-on labs, solve real-world challenges, and take on comprehensive assessments.

      - Learn From The Best: With 30+ authorized training partnerships and countless awards from Microsoft, AWS, Google – you're guaranteed learning from the industry's elite.

      - Your Bridge To Success: We provide up-to-date course materials, helpful exam guides, and dedicated support to validate your expertise and elevate your career.

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    Course Curriculum

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    Exam & Certification

    Exam & Certification

    FAQs

    Frequently Asked Questions

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    Improve yourself and your career by taking this course.

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