MB2-718 Microsoft Dynamics 365 for Customer Service

About MB2-718 Microsoft Dynamics 365 for Customer Service

This course is intended for individuals who plan to take MB2-718 exam. You will learn how to implement and manage Microsoft Dynamics 365. The audience typically includes sales operations managers, customer service managers, service schedulers, administrators, office managers, executives, partners, and consultants who want to demonstrate a foundational understanding of the application functionality. The exam is appropriate for those who are new to CRM but have a background in the business process as well as Microsoft Office.

Delivery

Instructor-led classroom training is hosted at The CRM Team training suite, Design Quarter, Fourways.

Course Content

1. Manage Cases, the Knowledge Base and the Interactive Service Hub

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

2. Manage Queues, Entitlements and SLAs

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

3. Implement Service Management Analysis and Voice of the Customer Surveys

Perform service management analysis

Create Microsoft Power BI dashboards, create service dashboards, design and create system charts, identify goal management components, define goals, implement and configure Advanced Find, create editable grids, identify service report types, design reports, export content to Microsoft Excel

Upgrade Microsoft Dynamics CRM and other components

Identify VOC features and components, install and configure VOC, create survey forms, create surveys by using the survey designer, create and configure surveys, link survey questions, pipe data into surveys, route responses, configure survey distribution options, identify and configure survey result options

4. Manage the Unified Service Desk

Install and configure the USD application

This topic may include: Install and configure the USD application; define User Interface Integration (UII) actions and calls; create an action call; manage connections by using Connection Manager, Global Manager, and debugger

Implement hosted controls

Create hosted controls, implement toolbars, identify and declare common events, implement window navigation rules, create and configure default and specific rules, implement data and replacement parameters

Configure server-side synchronization

Manage USD sessions, configure user settings and options, create agent scripts, identify debugger capabilities and components, view page data and parameters in the debugger

 

5. Manage Dynamics Field Service and the Interactive Services Hub

Install and configure Dynamics 365 Field Service

Plan a Field Service implementation; identify Field Service security roles and administration tasks; view and configure the schedule board; implement the schedule assistant; identify work order relationships; identify accounts, incident types, and service task types; identify agreement options; configure agreement bookings and invoices

Manage the Field Service mobile app and other Field Service features

Identify features and limitations of the mobile app, configure the Field Service mobile app, review customer assets, manage the purchase order process, manage inventory, process returns