What you'll learn
Learn every topic in detail for Microsoft Dynamics 365 For Customer Service (Cases, Knowledge Base, Configuration and Customer Service Hub - Part 1 or MB2-718)
Prepare for MB2-718 certification (Part 1/5) by watching videos and practising on Dynamics 365.
Able to learn from certification exam preparation notes for high chances of passing the MB2-718 certification
Be confident to configure Dynamics 365 for Customer Service
Requirements
You should have basic knowledge of Microsoft Office applications like Outlook, Excel.
You should be comfortable in using Computer/Laptop and surf internet
Basic understanding of Microsoft Dynamics 365
Description
Do you want to become an expert in Microsoft Dynamics 365 For Customer Service Knowledge Base, Cases and Customer Service Hub?If yes, then this course is for you. It covers managing Cases, Knowledge Base Articles and Customer Service Hub (formally Interactive Service Hub).WHY TAKE THIS COURSE? Did you know, Microsoft Dynamics 365 is a cloud based Enterprise Business Solution that help companies in Sales Force Automation, Improve Customer Experience, Field Service management, Project Service Automation, Manage Financials and Operations for any business? Dynamics 365 is one of the primary focus of Microsoft and a lot of innovation is happening towards the improvement of this product and the companies who use Dynamics 365. If you are a Consultant or an aspiring Consultant, then this course will help you understand Customer Service of Dynamics 365. So, go ahead, enroll in this course to become an expert. Wish you all the very best.
Overview
Section 1: Part 1/5 - MB2-718 Certification Program
Lecture 1 Important - Must Read
Lecture 2 Welcome & What To Expect?
Lecture 3 IMPORTANT: Dynamics 365 New Interface (Must Watch)
Section 2: Create and Manage Cases
Lecture 4 Module Overview
Lecture 5 Understand Important Terms
Lecture 6 Case Management Process Flow
Lecture 7 Manage Case Lists And Views
Lecture 8 Search For Case Records
Lecture 9 Create A New Case Record
Lecture 10 Case Resolution Process
Lecture 11 Implement Case Routing Rules
Lecture 12 Setup & Configure Case Creation And Update
Lecture 13 Implement Parent-Child Cases
Lecture 14 Merge Cases
Lecture 15 Module Review
Section 3: Create and Manage the Knowledge Base
Lecture 16 Module Overview
Lecture 17 What is KB Articles And Templates
Lecture 18 Search For Articles
Lecture 19 Create And Manage KB Article Templates
Lecture 20 Create and Manage KB Articles
Lecture 21 Approve & Reject KB Articles
Lecture 22 Knowledge Articles (Newer Version)
Lecture 23 Associate KB Articles To Resolve Cases
Lecture 24 Attach KB Articles To Emails
Lecture 25 Module Review
Section 4: Configure Microsoft Dynamics 365
Lecture 26 Module Overview
Lecture 27 Install Sample Data
Lecture 28 Install & Configure Language Packs
Lecture 29 Email Router
Lecture 30 Configure Server Side Synchronization
Lecture 31 Configure SharePoint Integration
Lecture 32 Module Review
Section 5: Manage the Customer Service Hub (Interactive Service Hub)
Lecture 33 Module Overview
Lecture 34 CSH Multi-Stream Dashboards
Lecture 35 CSH Single-Stream Dashboards
Lecture 36 Manage Queues & Cases From Streams
Lecture 37 Module Review
Section 6: Next Steps
Lecture 38 Course Review
Microsoft Dynamics professionals looking to learn Microsoft Dynamics 365 Customer Service and prepare for MB2-718 Certification Exam,Professionals who want to boost their career growth by passing MB2-718 (Microsoft Dynamics 365 For Customer Service) Certification (Any Technology or Business Field),Microsoft Partners who want their employees to learn about Microsoft Dynamics 365 Customer Service and prepare for MB2-718 Certification


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