Master Dynamics 365 Cases, Kb & Customer Service Hub (Csh)

Learn about Cases, Knowledge Base, Customer Service Hub in Microsoft Dynamics 365 Customer Engagement.

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. 

Overview

Section 1: Part 1/5 - MB2-718 Certification Program

Lecture 1 Important - Must Read

Lecture 2 Welcome & What To Expect?

Lecture 3 IMPORTANT: Dynamics 365 New Interface (Must Watch)

Section 2: Create and Manage Cases

Lecture 4 Module Overview

Lecture 5 Understand Important Terms

Lecture 6 Case Management Process Flow

Lecture 7 Manage Case Lists And Views

Lecture 8 Search For Case Records

Lecture 9 Create A New Case Record

Lecture 10 Case Resolution Process

Lecture 11 Implement Case Routing Rules

Lecture 12 Setup & Configure Case Creation And Update

Lecture 13 Implement Parent-Child Cases

Lecture 14 Merge Cases

Lecture 15 Module Review

Section 3: Create and Manage the Knowledge Base

Lecture 16 Module Overview

Lecture 17 What is KB Articles And Templates

Lecture 18 Search For Articles

Lecture 19 Create And Manage KB Article Templates

Lecture 20 Create and Manage KB Articles

Lecture 21 Approve & Reject KB Articles

Lecture 22 Knowledge Articles (Newer Version)

Lecture 23 Associate KB Articles To Resolve Cases

Lecture 24 Attach KB Articles To Emails

Lecture 25 Module Review

Section 4: Configure Microsoft Dynamics 365

Lecture 26 Module Overview

Lecture 27 Install Sample Data

Lecture 28 Install & Configure Language Packs

Lecture 29 Email Router

Lecture 30 Configure Server Side Synchronization

Lecture 31 Configure SharePoint Integration

Lecture 32 Module Review

Section 5: Manage the Customer Service Hub (Interactive Service Hub)

Lecture 33 Module Overview

Lecture 34 CSH Multi-Stream Dashboards

Lecture 35 CSH Single-Stream Dashboards

Lecture 36 Manage Queues & Cases From Streams

Lecture 37 Module Review

Section 6: Next Steps

Lecture 38 Course Review

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