1 - Customer Service Overview
Lesson 1: Create case recordsLesson 2: Related service appsLesson 3: Analytics for serviceLesson 4: AI for serviceLesson 5: Configuring customer serviceLesson 6: Module summary
2 - Case Management
Lesson 1: Case management overviewLesson 2: Creating case recordsLesson 3: Queue managementLesson 4: Case routingLesson 5: Resolving casesLesson 6: Module summary
3 - Service Level Agreements and Entitlements
Lesson 1: SLA and entitlement overviewLesson 2: Create and manage entitlementsLesson 3: Create and manage S
4 - Knowledge Management
Lesson 1: Knowledge management overviewLesson 2: Authoring and organizingLesson 3: Use knowledge contentLesson 4: Manage knowledge contentLesson 5: Module summary
Actual course outline may vary depending on offering center. Contact your sales representative for more information.
Who is it For?
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.
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.