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3 Students
37 Lessons
Beginner

What You Will Learn?

  • Learn Each Point in Detail for Microsoft Dynamics 365 For Customer Service (Cases, Knowledge Base, Configuration and Customer Service Hub - Part 1 or MB2-718)
  • Learn Everything for MB2-718 Certification (Part 1/5) with Videos and practical Tasks
  • Be Able to Study from Preparation Notes from This Course and Pass the MB2-7168 Certification
  • Be Comfortable to Use Dynamics 365 for Customer Service

Curriculum

4h 29m
Section 1: Part 1/5 - MB2-718 Certification Program
08:05
Section 2: Create and Manage Cases
1:52:26
Case Management Process Flow
04:11
Manage Case Lists And Views
07:21
Search For Case Records
12:33
Create A New Case Record
16:06
Case Resolution Process
14:59
Implement Case Routing Rules
19:11
Setup & Configure Case Creation And Update
02:33
Implement Parent-Child Cases
13:22
Merge Cases
08:47
Module Review
01:50
Section 3: Create and Manage the Knowledge Base
1:11:56
Module Overview
00:47
What is KB Articles And Templates
02:52
Search For Articles
09:48
Create And Manage KB Article Templates
07:50
Create and Manage KB Articles
08:06
Approve & Reject KB Articles
07:20
Knowledge Articles (Newer Version)
21:47
Associate KB Articles To Resolve Cases
06:34
Attach KB Articles To Emails
05:34
Module Review
01:18
Section 4: Configure Microsoft Dynamics 365
38:41
Module Overview
01:09
Install Sample Data
02:49
Install & Configure Language Packs
05:43
Email Router
03:16
Configure Server Side Synchronization
09:39
Configure SharePoint Integration
13:47
Module Review
02:18
Section 5: Manage the Customer Service Hub (Interactive Service Hub)
33:38
Module Overview
01:36
CSH Multi-Stream Dashboards
16:03
CSH Single-Stream Dashboards
04:50
Manage Queues & Cases From Streams
10:03
Module Review
01:06
Section 6: Next Steps
04:37
Exam Preparation Notes
00:46
Course Review
03:51

Description

Requirements

  • Basics of Microsoft Office applications, Such as Outlook, Excel.
  • Comfortable Using Technologies
  • Basics of Microsoft Dynamics 365

About the Instructor

100% of students rated this instructor as excellent!
Reviews 2
Students 9
Courses 9

Abhay Sharma is an Author, Entrepreneur, result oriented Trainer and a Marketing Consultant. Also, he has an excellent project management experience (PMP Certified) and he is a Microsoft Certified Trainer (MCT).

He has expertise in Microsoft Dynamics products and trained thousands of professionals around the world.

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