Dynamics 365 for Customer Service Functional Consultant Associate Training

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The Microsoft Certified Dynamics 365 for Customer Service Functional Consultant Associate course aims at preparing the professionals for building CX solutions that are fast, agile, and leverage AI to drive actionable insights that forestall customer needs. The trained professionals, i.e., the Functional Consultants, are capable of implementing a solution with the use of out of the box capabilities, codeless extensibility, application, and service integrations.

We, as a Microsoft certified training institute, are providing industry-recognized training courses for the working and non-working professionals. A team of 200 plus trainers is helping us in creating a carnival of success in the field of corporate training. We only provide updated course modules to the aspirants and follow industry set standards in delivering these courses.

Upon the completion of this course, the candidates will be able to:
  • Perform discovery
  • Capture requirements
  • Engage subject matter experts and stakeholders
  • Translate requirements
  • Configure the solution and applications
Target Audience:
  • A professional who wants to perform discovery, capture requirements, engage stakeholders and subject matter experts, translate requirements, and configure the solution and applications.
Prerequisites
  • A professional who has passed MB-200: Microsoft dynamics 365 customer engagement core or MB-230: Microsoft dynamics 365 for customer service is eligible for pursuing this course.

Module 1: Perform discovery, planning, and analysis

  • Create and validate documentation
  • Perform continuous collaboration with the customer

Module 2: Manage user experience design

  • Create and configure apps
  • Create and configure templates
  • Create and manage processes

Module 3: Manage entities and data

  • Modify an existing data model
  • Import and export data
  • Manage data

Module 4: Implement security

  • Configure security in Office 365
  • Configure security settings

Module 5: Implement integration

  • Configure Outlook add-in
  • Configure email integration
  • Integrate with Office 365
  • Create, configure, and maintain Microsoft Flows

Module 6: Perform solutions deployment and testing

  • Manage environments
  • Manage applications
  • Perform system administration
  • Perform quality assurance
  • Manage solutions

Module 7: Perform configuration

  • Configure sales settings
  • Configure processes
  • Create and configure sales visualizations
  • Configure integration with external sales applications

Module 8: Manage cases and the knowledge base

  • Create and manage cases
  • Create and manage the knowledge base

Module 9: Manage queues, entitlements, and SLAs

  • Create and manage queues
  • Create and manage entitlements
  • Create and manage SLAs

Module 10: Configure voice of the customer

  • Create surveys
  • Preview, test, and publish surveys
  • Manage survey responses

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