Code: MS_MB-230 Other MICROSOFT Difficulty: Advanced

Dynamics 365 for customer engagement for customer service

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Price without VAT 290,00 €

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Goals

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.

Duration

1 day (8h/day)

Requirements

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.

Contents

  • Module 1: Customer Service Overview In this module students will learn the basics of customer service in Dynamics 365. Students will install and configure the application, as well as learn about security roles, related applications, and analytics.

  • Module 2: Case Management In this module students will learn how to open and resolve customer service cases, both manually and with automation.

  • Module 3: Service Level Agreements and Entitlements In this module students will learn how to define and use entitlements and entitlement templates, as well as service level agreements and how these tools enable case resolution.

  • Module 4: Knowledge Management In this module students will learn how to create and use knowledge management. Additionally, students will learn the lifecycle of knowledge articles.

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Training rooms

ALEF operates with training rooms match submarine's style to unexpected, unusual while still being smart and available to work in. We have several type of rooms for small groups and up to larger rooms with modern technical equipment and supportive technologies we provide.

We also deliver the high-quality multimedia sharing for efficient, effective virtual communication on a global scale. In the Competence Center is also available Spark Board. Cisco Sparkboard integrates the most common tools needed for team collaboration in physical meeting rooms into a single elegant device. It also combines white board, video or audio conference features.

All ALEF training centres operates with testing centre that provides full acess to take an exam and get certificate provided by our vendors. ALEF provides to our customer complete management and administration.

Training rooms – Bratislava

Team of lecturers

Our team - consisting of more than 50 instructors - offers a full range of technological knowledge in the field of routing, switching, security, collaboration and data centers. The expertise of instructors is evidenced by a range of top-level international certifications.

The uniqueness of our lecturers lies mainly in their extensive experience in connection with each project, allowing them to respond very flexibly to any question or suggestion from students, and to pass on their practical knowledge to the participants of these courses. Thanks to the synergy of the company’s reliable operation and many years of experience, we have been very flexible in responding to the changes prepared in the Cisco field, so we can guarantee you a wide range of certified courses that enable you and your colleagues to acquire the necessary know-how for future certification tests.

In addition to the certified trainings, we offer special courses that are focused primarily on the development of the necessary configuration skills.

OUR KNOWLEDGE IS YOUR FUTURE

200 +

Courses

20+

Training rooms

10000+

Certificates

50+

Certified lecturers

7

Countries

Cisco Learning Partner Comptia F5 AWS Microsoft vmware palo alto

CONTACT

ALEF Distribution SK, s.r.o.
Galvaniho Business Centrum IV
Galvaniho 17/C
821 04 Bratislava 2
Slovenská republika
+421 (2) 4920 3819
sk-training@alef.com