Dynamics 365 Customer Experience Management Training

Dynamics Edge offers the following Microsoft Dynamics 365 training offerings related to Dynamics 365 Customer Experience Management.


Course 81057: Dynamics 365 Customer Service Workshop (CRM) MB2-718

Microsoft Dynamics 365 Customer Experience Management Training Dynamics Edge
Choose Dynamics Edge for custom quality Microsoft Dynamics 365 Customer Experience Management Training

The corresponding exam is MB2-718 exam and the course 81057 helps you prepare for exam MB2-718.

Exam MB2-718: Microsoft Dynamics 365 for Customer Service

Implement Voice of the Customer Surveys and Service Management Analysis (15% – 20%)
Manage and create cases, knowledge base, configure and install Microsoft Dynamics CRM Server which the training 81057 helps you prepare for.
Manage Entitlements, Queues and Service Level Agreements (SLAs) (20% – 25%)
Managing Cases, the Interactive Service Hub, and the Knowledge Base (25% – 30%)
Manage Interactive Services Hub and Dynamics Field Service (15% – 20%)
Manage the Unified Service Desk experience (USD) (15% – 20%)

Microsoft Dynamics 365 CRM MSCA Certification Training

You should pass these exams / take the following Dynamics 365 CRM MCSA certification training courses to prepare for these exams, in order to get the Dynamics 365 CRM MCSA (use the following Dynamics Edge Dynamics 365 Certification Exam Training to prepare)



Exam MB2-715 / Dynamics Edge Course 822715
Microsoft Dynamics 365 customer engagement Online Deployment



Exam MB2-716 / Dynamics Edge Course 822715
Microsoft Dynamics 365 Customization and Configuration

Microsoft Dynamics 365 CRM MCSA Certification Training Dynamics Edge MB2-715 Exam MB2-716

 

Course 822715
MCSA for Microsoft Dynamics 365 MCSA Certification Workshop MB2-715 MB2-716
Course Description
The Dynamics 365 MCSA Track consist of two courses, two certifications exams and three badges (MB2-715) (MB2-716) and MCSA for Dynamics 365.

This instructor-led, hands on course is intended for those who wish to get Dynamics 365 MCSA certification (Microsoft Dynamics Customization and Configuration MB2-716 and also the Microsoft Dynamics 365 Customer Engagement Online Deployment MB2-715 exams are needed to get this MCSA).

Who should Attend this Dynamics 365 CRM Training or Dynamics 365 CRM MCSA Training:
This course is intended for experienced customizers as well as intermediate customizers of Microsoft Dynamics CRM who are at least somewhat familiar with the principles of Dynamics 365 CRM for end users and customer experience management. Skills in programming or coding are not necessarily a prerequisite. A basic understanding of database principles especially SQL related (but general will be fine) could be helpful though.

Technical support technicians, system administrators and implementation consultants are a good target audience for this course. A working knowledge of Dynamics 365 (CRM) functionality and features, as well as a working knowledge of implementation, data structures and development could also all be very helpful.

This 5 day instructor led Dynamics CRM 365 MCSA Training course helps prepares you for the MB2-716 Dynamics 365 Customization and Configuration and the MB2-715 Microsoft Dynamics 365 Customer Engagement Online Deployment exams simultaneously.

At completion of this course, students should know the following:

Configure, design and create andrelationships between entities.
Configure and Create Forms, Charts and Views for custom entities and system entities.
Implement Access Team Templates and Field Security in Microsoft Dynamics 365 CRM.
Configure, create and design solutions in Microsoft Dynamics 365 CRM.
Configure and create solutions in Microsoft Dynamics 365 CRM
Implementing unmanaged and managed Solutions.
Implement and design strategies for the creation of Security Roles and Business Units.
Configure Microsoft Dynamics CRM Teams and Users.
Design and Plan Dynamics CRM organizational enterprise strategy.
Know and understand, and be able to describe how to configure as well as customize the Microsoft Dynamics 365 CRM system.
Configure and Create fields for both custom and system entities.
Configure and create custom entities, including activity entities and standard entities.

This two-day instructor-led workshop provides students who maintain and administer Dynamics 365 / CRM or Customer Engagement plans the skills and knowledge to manage and deploy the Dynamics 365 (CRM) infrastructure in the Microsoft cloud. Also, those who extend Dynamics 365 (CRM) and develop applications might find this course useful.

Corresponding exam: MB2-715 Microsoft Dynamics 365 customer engagement Online Deployment

Corresponding Exam: MB2-716 Microsoft Dynamics 365 Customization and Configuration

This is a truly combined Dynamics 365 bootcamp bundle training set, which is including two courses that do prepare you for both of the Dynamics 365 MCSA certification badge exams: exam MB2-715 and exam MB2-716 for Microsoft Dynamics 365 Certifications, both of which end up leading to you obtaining the Dynamics 365 MCSA Badge for certification. Suppose there is a reason you would instead desire to attend these two courses separately, if so, check out our separate offerings:

Course 822716 – Dynamics CRM Training for Exam MB2-716: Microsoft Dynamics 365 Customization and Configuration
Course 816713 – for Exam MB2-715: Microsoft Dynamics 365 Customer Engagement Online Deployment – Dynamics CRM Training

Exam MB2-718: Microsoft Dynamics 365 for Customer Service

Our course:

Dynamics 365 Customer Service Workshop (CRM) MB2-718  

prepare you for this exam. These are the topics we cover:

Manage Cases, the Knowledge Base, and the Interactive Service Hub (25% – 30%)
Create and manage cases
Manage case lists and views, search for case records, create a new case record, convert activities to cases, perform case resolution processes, implement case routing rules; set up and configure case creation and update rules, implement parent/child cases, merge cases
Create and manage the knowledge base
Search for articles; associate an article with a case; use knowledge base articles to help resolve cases; create, manage, and maintain knowledge base article templates; create, modify, and publish knowledge base articles; format articles; attach knowledge base articles to email messages
Install and configure Microsoft Dynamics CRM Server
Install sample data; install and configure language packs, install the email router, configure server synchronization, configure SharePoint integration, install the SSRS data connector
Manage the Interactive Service Hub
Implement single-stream and multi-stream dashboards, manage queues and cases from streams


Manage Queues, Entitlements, and Service Level Agreements (SLAs) (20% – 25%)
Create and manage queues
Differentiate between queue types, create and maintain queues, add cases and activities to queues, reconfigure queue items, implement case routing
Create and manage entitlements
Define entitlements, create and maintain entitlement templates, create and configure a new entitlement, create entitlements and add entitlement lines, apply entitlements to cases, associate products, associate entitlement channels, associate an SLA, activate and deactivate entitlements, renew an entitlement
Create and manage SLAs
Define standard and enhanced SLAs, implement SLA actions and details, use SLAs on-demand, manage cases with standard and enhanced SLAs

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