Master Dynamics 365 Cases, KB & Customer Service Hub (CSH)
4.4 (70 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
368 students enrolled

Master Dynamics 365 Cases, KB & Customer Service Hub (CSH)

Learn about Cases, Knowledge Base, Customer Service Hub in Microsoft Dynamics 365 Customer Engagement.
4.4 (70 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
368 students enrolled
Current price: $69.99 Original price: $99.99 Discount: 30% off
5 hours left at this price!
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This course includes
  • 4.5 hours on-demand video
  • 1 article
  • 1 downloadable resource
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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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. 

Who this course is for:
  • 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
Course content
Expand all 39 lectures 04:34:23
+ Part 1/5 - MB2-718 Certification Program
3 lectures 13:02
Important - Must Read
00:19

Welcome to MB2-718 Microsoft Dynamics 365 For Customer Service certification preparation course. This is part 1 of 5 courses series. In this video you will learn what's inside this MB2-718 course.

Preview 08:05
IMPORTANT: Dynamics 365 New Interface (Must Watch)
04:38
+ Create and Manage Cases
12 lectures 01:52:28
Module Overview
00:59
Understand Important Terms
10:34
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
19:12
Setup & Configure Case Creation And Update
02:33
Implement Parent-Child Cases
13:22
Merge Cases
08:48
Module Review
01:50
+ Create and Manage the Knowledge Base
10 lectures 01:11:56
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
+ Configure Microsoft Dynamics 365
7 lectures 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
+ Manage the Customer Service Hub (Interactive Service Hub)
5 lectures 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
+ Next Steps
2 lectures 04:37
Exam Preparation Notes
00:46
Course Review
03:51