This course runs for a duration of 3 Days.
The class will run daily from 9 AM ET to 5 PM ET.
Class Location: Virtual LIVE Instructor Led - Virtual Live Classroom.
This course is designed for functional consultants working with Dynamics 365 Customer Service, or functional consultants who work with other Dynamics 365 apps who want to expand their knowledge of Customer Service.
Course Objectives
Students will learn to,
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.
1 - Work with Cases
2 - Work with entitlements and service level agreements
3 - Work with knowledge management
4 - Create surveys with Customer Voice
5 - Schedule services
6 - Work with Dynamics 365 Customer Service workspaces
7 - Omnichannel for Dynamics 365 Customer Service
8 - Manage analytics and insights
9 - Connected Customer Service
10 - Implement Microsoft Power Platform
None