This course is designed to provide in-depth knowledge and practical skills required to become a Microsoft Certified Dynamics 365 Customer Service Functional Consultant Associate. As an administrator of your B2B platform, this course will equip you with the expertise to effectively implement and manage customer service solutions using Dynamics 365. Through a combination of theoretical concepts and hands-on exercises, participants will gain a comprehensive understanding of the key functionalities and best practices related to customer service in the Dynamics 365 environment.

·        Understand the role and responsibilities of a Dynamics 365 Customer Service Functional Consultant Associate.

·        Acquire knowledge of the key features and components of Dynamics 365 Customer Service.

·        Develop skills to design and configure customer service solutions using Dynamics 365.

·        Learn how to manage and customize cases, queues, and knowledge articles.

·        Gain expertise in creating and managing entitlements, service level agreements (SLAs), and service scheduling.

·        Explore integration options and techniques with other Microsoft and third-party applications.

·        Prepare for the Microsoft Certified Dynamics 365 Customer Service Functional Consultant Associate certification exam.

This course is ideal for individuals who aspire to become Microsoft Certified Dynamics 365 Customer Service Functional Consultant Associates or those who are responsible for implementing and managing customer service solutions using Dynamics 365 in a B2B platform setting. It is suitable for:

·        IT professionals seeking to enhance their skills and career prospects in customer service management.

·        Business analysts and consultants involved in implementing customer service solutions.

·        System administrators and developers responsible for configuring and customizing Dynamics 365.

To derive maximum benefit from this course, participants should have the following prerequisites:

·        Basic understanding of Microsoft Dynamics 365 concepts and terminology.

·        Familiarity with customer service processes and practices.

·        Proficiency in using Windows-based operating systems.

·        Basic knowledge of relational databases and data management.