Microsoft Dynamics 365 for Customer Service - Only 4 Days

Why

Seven reasons why you should sit your course with Firebrand Training

Find Out How We Help You To Learn New Skills Quickly

  1. You'll be Dynamics 365 Customer Service certified in just 4 days. With us, you’ll be Dynamics 365 Customer Service trained in record time
  2. Our Dynamics 365 Customer Service course is all-inclusive. A one-off fee covers all course materials, exams, accommodation and meals. No hidden extras
  3. Pass Dynamics 365 Customer Service first time or train again for free. This is our guarantee. We’re confident you’ll pass your course first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
  4. You’ll learn more. A day with a traditional training provider generally runs from 9am – 5pm, with a nice long break for lunch. With Firebrand Training you’ll get at least 12 hours/day quality learning time, with your instructor
  5. You’ll learn Dynamics 365 Customer Service faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
  6. You’ll be studying Dynamics 365 Customer Service with the best. We’ve been named in Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified 68.075 professionals, and we’re partners with all of the big names in the business
  7. You'll do more than study Firebrand's courseware. We use practical exercises to make sure you can apply your new knowledge to the work environment. Our instructors use demonstrations and real-world experience to keep the day interesting and engaging

Think you are ready for the course? Take a FREE practice test to assess your knowledge!

What

On this 4-day accelerated Microsoft Dynamics 365 for Customer Service course, you'll develop your understanding of the powerful Customer Service capabilities that you can use within Microsoft Dynamics 365.

Throughout the course you'll cover the following topics where you'll:

  • Agent Enablement: Learn how your organisation can nurture customer satisfaction through the automation of business processes.
  • Service Intelligence: Learn to utilise a database of articles to create an environment where users can quickly offer standardised answers.
  • Configuring 365 Voice of the Customer Solution: Dive into the platform tools that can be used to create and distribute surveys.
  • Unified Service Desk: Perform basic configuration for the Unified Service Desk for Dynamics 365.
  • Dynamics 365 for Field Service: Learn to understand and use the platform to create supporting items, such as Products, Price Lists, Territories, and Resources.

Your Microsoft Certified Trainer (MCT) will guide you through the course material using Firebrand's unique Lecture | Lab | Review technique. This approach combines both theoretical learning with hands-on tasks. This will accelerate your learning and ensure you leave us with the practical experience to implement your newfound knowledge when you return to work.

You'll sit exam MB2-718: Microsoft Dynamics 365 for Customer Service on-site, during the course. This is covered by your Certification Guarantee. This exam is an elective for the MCSE: Business Applications credential.

This course is aimed at sales operations managers, customer service managers, service schedulers, administrators or any similar roles looking to demonstrate an understanding of the Microsoft Dynamics application functionality.

Passing exam MB2-718 previously resulted in achieving the Microsoft Specialist: Dynamics 365 for Customer Service certification.

Microsoft retired the Specialist credential on 31 March, 2017. The exams remain available and where applicable will count towards the relevant existing MCSA, MCSE or MCSD certification.

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Other accelerated training providers rely heavily on lecture and independent self-testing and study.

Effective technical instruction must be highly varied and interactive to keep attention levels high, promote camaraderie and teamwork between the students and instructor, and solidify knowledge through hands-on learning.

Firebrand Training provides instruction to meet every learning need:

  • Intensive group instruction
  • One-on-one instruction attention
  • Hands-on labs
  • Lab partner and group exercises
  • Question and answer drills
  • Independent study

This information has been provided as a helpful tool for candidates considering training. Courses that include certification come with a Certification Guarantee. Pass first time or train again for free (just pay for accommodation, exams and incidental costs). We do not make any guarantees about personal successes or benefits of obtaining certification. Benefits of certification determined through studies do not guarantee any particular personal successes.

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Manage Cases, the Knowledge Base, and the Interactive Service Hub

Create and manage cases - Manage case lists and views, search for case records, create a new case record, convert activities to cases, perform case resolution processes, implement case routing rules; set up and configure case creation and update rules, implement parent/child cases, merge cases

Create and manage the knowledge base - Search for articles; associate an article with a case; use knowledge base articles to help resolve cases; create, manage, and maintain knowledge base article templates; create, modify, and publish knowledge base articles; format articles; attach knowledge base articles to email messages

Install and configure Microsoft Dynamics CRM Server - Install sample data; install and configure language packs, install the email router, configure server synchronization, configure SharePoint integration, install the SSRS data connector

Manage the Interactive Service Hub - Implement single-stream and multi-stream dashboards, manage queues and cases from streams

Manage Queues, Entitlements, and Service Level Agreements (SLAs)

Create and manage queues - Differentiate between queue types, create and maintain queues, add cases and activities to queues, reconfigure queue items, implement case routing

Create and manage entitlements - Define entitlements, create and maintain entitlement templates, create and configure a new entitlement, create entitlements and add entitlement lines, apply entitlements to cases, associate products, associate entitlement channels, associate an SLA, activate and deactivate entitlements, renew an entitlement

Create and manage SLAs - Define standard and enhanced SLAs, implement SLA actions and details, use SLAs on-demand, manage cases with standard and enhanced SLAs

Implement Service Management Analysis and Voice of the Customer Surveys

Perform service management analysis - Create Microsoft Power BI dashboards, create service dashboards, design and create system charts, identify goal management components, define goals, implement and configure Advanced Find, create editable grids, identify service report types, design reports, export content to Microsoft Excel

Upgrade Microsoft Dynamics CRM and other components - Identify VOC features and components, install and configure VOC, create survey forms, create surveys by using the survey designer, create and configure surveys, link survey questions, pipe data into surveys, route responses, configure survey distribution options, identify and configure survey result options

Manage the Unified Service Desk (USD)

Install and configure the USD application - This topic may include: Install and configure the USD application; define User Interface Integration (UII) actions and calls; create an action call; manage connections by using Connection Manager, Global Manager, and debugger

Implement hosted controls - Create hosted controls, implement toolbars, identify and declare common events, implement window navigation rules, create and configure default and specific rules, implement data and replacement parameters

Configure server-side synchronization - Manage USD sessions, configure user settings and options, create agent scripts, identify debugger capabilities and components, view page data and parameters in the debugger

Manage Dynamics Field Service and the Interactive Services Hub

Install and configure Dynamics 365 Field Service - Plan a Field Service implementation; identify Field Service security roles and administration tasks; view and configure the schedule board; implement the schedule assistant; identify work order relationships; identify accounts, incident types, and service task types; identify agreement options; configure agreement bookings and invoices

Manage the Field Service mobile app and other Field Service features - Identify features and limitations of the mobile app, configure the Field Service mobile app, review customer assets, manage the purchase order process, manage inventory, process returns

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On this course, you'll sit the following exam on-site. This is covered by your Certification Guarantee.

MB2-718 - Microsoft Dynamics 365 for Customer Service

  • Technology: Microsoft Dynamics 365 Enterprise
  • Credit toward certification: MCP, MCSE

Skills measured:

  • Manage Cases, the Knowledge Base and the Interactive Service Hub (25% - 30%)
  • Manage Queues, Entitlements, and Service Level Agreements (SLAs) (25% - 30%)
  • Implement Service Management Analysis and Voice of the Customer Surveys (15% - 20%)
  • Manage Dynamics Field Service and the Interactive Services Hub (15% - 20%)

Language: English

Passing exam MB2-718 previously resulted in achieving the Microsoft Specialist: Dynamics 365 for Customer Service certification.

Microsoft retired the Specialist credential on 31 March, 2017. The exams remain available and where applicable will count towards the relevant existing MCSA, MCSE or MCSD certification.

Read more ...

Interested? See prices or call +34 911 23 77 24

As Firebrand are a Microsoft Learning Partner, you'll be taught using these official resources

  • Microsoft Certified Trainer (MCT)
  • Microsoft official practice tests

You'll also have access to:

  • Firebrand Courseware

Firebrand Training offers top-quality technical education and certification training in an all-inclusive course package specifically designed for the needs and ease of our students. We attend to every detail so our students can focus solely on their studies and certification goals.

Our Accelerated Learning Programmes include:

  • Intensive Hands-on Training Utilising our (Lecture | Lab | Review)TM Delivery
  • Comprehensive Study Materials, Program Courseware and Self-Testing Software including MeasureUp *
  • Fully instructor-led program with 24 hour lab access
  • Examination vouchers **
  • On site testing ***
  • Accommodation, all meals, unlimited beverages, snacks and tea / coffee****
  • Transportation to/from designated local railway stations
  • Examination Passing Policy

Our instructors teach to accommodate every student's learning needs through individualised instruction, hands-on labs, lab partner and group exercises, independent study, self-testing, and question/answer drills.

Firebrand Training has dedicated, well-equipped educational facilities where you will attend instruction and labs and have access to comfortable study and lounging rooms. Our students consistently say our facilities are second-to-none.

Firebrand goes digital

We’re currently migrating from printed to digital courseware. Some courseware is already available in digital, while other books remain in printed form. To find out if this course is digital, call us on +34 911 23 77 24.

There are several benefits of easy-to-use digital courseware: downloads are immediate, and you’ll always have your courseware available wherever you are. You won’t need to wait for a printed book to be delivered before you start learning – and it’s better for the environment. You can choose to download the courseware to your own device, or borrow one of ours.

Considering a Microsoft course? Always have the most up-to-date Microsoft digital courseware with ‘Fresh Editions’. This gives you access to all versions of digital courseware – you’ll receive updates and revisions of your textbook, at no charge, for the life of that course.

Examination Passing Policy

Should a student complete a Firebrand Training Program without having successfully passed all vendor examinations, the student may re-attend that program for a period of one year.  Students will only be responsible for accommodations and vendor exam fees.

Please note

  • * Not on all courses
  • ** Examination vouchers are not included for the following courses: PMI, GIAC, CREST and CISSP CBK Review. Exam vouchers may also not be included for Apprentices and will require a separate purchase by an employer due to Education and Skills Funding Agency guidelines.
  • *** On site testing is not included for our PMI, GIAC, CREST, CSX Practitioner or ITIL Managers and Revision Certification Courses
  • **** Accommodation not included on the CISSP CBK Review Seminar

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Before attending this course, it is recommended that you have the following skills and experience:

  • Basic experience using Windows applications
  • Knowledge of basic sales, marketing, and customer service roles in a business
  • A working knowledge of how to use Microsoft Dynamics CRM 2013 and/or 2015
  • Basic understanding of Microsoft SQL Server and relational database functionality ideal
  • Some knowledge of common Microsoft Dynamics CRM record types
  • Completed Microsoft Dynamics CRM 2013 applications training or have the equivalent knowledge

Unsure whether you meet the prerequisites?

Don’t worry - we’ll discuss your technical background, experience and qualifications to determine whether this accelerated course suits you.

Just call us on +34 911 23 77 24 and speak to one of our enrolment consultants.

Firebrand is an immersive environment and requires commitment. Some prerequisites are simply guidelines; you may find your unique experience, attitude and determination enables you to succeed on your accelerated course.

Interested? See prices or call +34 911 23 77 24

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Reviews

Here's the Firebrand Training review section. Since 2001 we've trained exactly 68.075 students and asked them all to review our Accelerated Learning. Currently, 96.73% have said Firebrand exceeded their expectations.

Read reviews from recent accelerated courses below or visit Firebrand Stories for written and video interviews from our alumni.


"Great way to study in an intensive learning environment without the distractions often attributed to E Learning."
Daniel Middleditch, React Computer Partnership. - Microsoft Implementing Microsoft Azure Infrastructure Solutions (3 days) (1/12/2018 to 3/12/2018)

"Its Good."
Lyndon Martin, Nottinghamshire Healthcare. - Microsoft MCSA: SQL Server 2016 - Business Intelligence Development (5 days) (26/11/2018 to 30/11/2018)

"I will happily use firebrand again the staff and the teachers are great, its hard work but completely worth it. "
Anonymous. - Microsoft MCSA: SQL Server 2016 - Business Intelligence Development (5 days) (26/11/2018 to 30/11/2018)

"I love training at Firebrand. As a consultant, every day matters as you do not get paid if you do not work. The immersive bootcamp allows myself to cover twice the material in half the time. I also like getting into my bubble by it being residential so I can focus on absorbing and recalling. Great having the test centre onsite.. Maximises exam cram time. Thank you FB Wyboston."
Roy Casella, Designated. - Microsoft MCSA: SQL Server 2016 - Business Intelligence Development (5 days) (26/11/2018 to 30/11/2018)

"I enjoyed my course at Firebrand. The trainers are friendly and extremely knowledgeable. This was my first experience of Microsoft exams and I would not hesitate to recommend Firebrand for anyone looking to achieve certification."
Darren Conley, Nicander Ltd.. - Microsoft MCSA: SQL Server 2016 - Business Intelligence Development (5 days) (26/11/2018 to 30/11/2018)

"Studying with Firebrand is tough, theres no getting away from the fact that the days are long and full of content, however, the trainers are knowledgeable and the training is delivered professionally, in excellent facilities."
Rob Sims. - Microsoft MCSA: SQL Server 2016 - Business Intelligence Development (5 days) (26/11/2018 to 30/11/2018)

"Great experience and staff, training setup and instructor."
K.W., Midwich Ltd. - Microsoft MCSA: SQL Server 2016 - Business Intelligence Development (5 days) (26/11/2018 to 30/11/2018)

"Course had plenty of useful information and very helpful."
Connor Venton, Ringway Jacobs. - Microsoft MCSA: SQL Server 2016 - Business Intelligence Development (5 days) (26/11/2018 to 30/11/2018)

"My experience of this intensive course was a good one! This was due to my instructor who was so helpful and engaged us all from the beginning to the end. Thanks to the instructor for being an amazing , intelligent , funny and caring instructor"
Louise-Clair Elliot, Freightliner. - Microsoft MCSA: BI Reporting (4 days) (22/11/2018 to 25/11/2018)

"This is how training should be imparted especially the accelerated approach. Thanks a ton."
Sanjeev Putla, NA. - Microsoft MCSA: BI Reporting (4 days) (22/11/2018 to 25/11/2018)

"Intense but worth it"
R.V.. - Microsoft Dynamics AX 7 Financials (5 days) (19/11/2018 to 23/11/2018)

"Different type of training and it was intense. Covered many topics in express speed. It was a good learning experience. "
John Jesudason. - Microsoft Managing SharePoint Server 2016 (6 days) (19/11/2018 to 24/11/2018)

"The instructor is a great trainer that will help you understand SharePoint much better and get certified."
Anonymous. - Microsoft MCSE: Productivity (SharePoint Server 2016) (6 days) (19/11/2018 to 24/11/2018)

"I have learn a lot of new things in a short time."
A.P.. - Microsoft MCSA: Web Applications (Developing ASP.NET MVC Web 5 Applications) (3 days) (20/11/2018 to 22/11/2018)

"Great Teacher, Interesting Courses and the instructor Is the best"
Jo Van Vosselen. - Microsoft MCSA: Web Applications (Developing ASP.NET MVC Web 5 Applications) (3 days) (13/9/2018 to 15/9/2018)

"Another great course with the instructor. Very enjoyable and pleasant, lots of knowledge transfer and helpful real-life cases where to apply these techniques. I'm looking forward for another course in the future with him."
Christian Dornetto, CRM Dynamics Ltd. - Microsoft MCSA: Web Applications (Developing ASP.NET MVC Web 5 Applications) (3 days) (20/11/2018 to 22/11/2018)

"Very efficient training course."
Adel Flici, London Metal Exchange. - Microsoft Dynamics 365 Customisation and Configuration (4 days) (14/11/2018 to 17/11/2018)

"Great course, and really engrossing way to learn."
Ben Lewis, Kagool. - Microsoft Implementing Microsoft Azure Infrastructure Solutions (3 days) (14/11/2018 to 16/11/2018)

"The instructor was great yet again. teaching subjects that are not covered, but allows for a better understanding of the course. Highly recommend. "
Anonymous. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (5/11/2018 to 10/11/2018)

"The course was delivered well and taught a broad range of skills, both exam related and functional."
Anonymous. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (5/11/2018 to 10/11/2018)

"The courses are very well structured at Firebrand, the instructors are patient and helpful. "
B.M.. - Microsoft Querying Data with Transact-SQL (3 days) (5/11/2018 to 7/11/2018)

"My trainer was very very helpful"
J.T.. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (5/11/2018 to 10/11/2018)

"Overall I feel that the course was very well presented and the trainer was a great instructor, He explained everything in great detail. I hope to get this instructor in future courses."
T.P., GES. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (5/11/2018 to 10/11/2018)

"I enjoyed the way the instructor taught, he used a more interactive method that increased my understanding"
Tom Macdonald. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (5/11/2018 to 10/11/2018)

"The instructor was very good to learn with. Went through at a quick enough pace not to be boring. Very interactive and easy to ask questions and get responses. Was better than just going through and learning what the book says to pass the exam, as you wouldn't learn anything other than passing. This course will be beneficial to me in the future as I now know more about the area of the course. "
Bradley Tweddle, Citrix R & D. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (5/11/2018 to 10/11/2018)

"Value for money with quality tutoring, good learning material, good accommodation, good surroundings, result oriented, etc."
Venkata Thummalapenta, ukpowernetworks. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (5/11/2018 to 10/11/2018)

"Great training experience!"
Arran Trouse, nTrust Systems Ltd. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (5/11/2018 to 10/11/2018)

"Intense but a great way to learn. Great instructor who help not just in the course but will help with preparing mentally for the exams."
Simon Gilson, Prodrive IT. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (5/11/2018 to 10/11/2018)

"The training through firebrand was all in all a good experience. The instructor was a brilliant tutor who made sure we were all engaged. I feel as though the course needed an extra day in each subject for the information to sink in properly, and the one main issue I had was that the course resources were outdated for the exams we were sitting which made it harder to revise, but the trainer did recognise this and put some material into his lessons to try and overcome this. "
M.G., utilita. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (5/11/2018 to 10/11/2018)

"The week spent at Firebrand has been very helpful and although there is a only a short amount of time to learn a lot of content, we were given plenty of opportunity to ask questions and even go into more depth, the course has been very helpful and I feel that I learnt a great deal in a short amount of time."
T.P., GES. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (5/11/2018 to 10/11/2018)

"The course is intense but well worth it, i came with a 0% knowledge and left with a lot of information in my head and a couple of certificates as well. "
Alejandro Brea Capeans. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (5/11/2018 to 10/11/2018)

"Excellent trainer and course delivery, well worth it for fast track qualifications, but be aware of the intense long days."
Anonymous. - Microsoft MTA Security, Windows Server Administration & Networking (6 days) (5/11/2018 to 10/11/2018)

"The instructor is a humorous and knowledgeable instructor. She has mastered that art of keeping the student engaged by using a mixture of theory, labs and breaks – although she has trouble spelling the word colour! :O)"
Anonymous. - Microsoft MCSA: SQL Server 2016 - Database Development (6 days) (5/11/2018 to 10/11/2018)

"The instructors are always knowledgeable but the courses wont make you a superior developer alone."
Anonymous. - Microsoft MCSA: SQL Server 2016 - Database Development (6 days) (5/11/2018 to 10/11/2018)

"Quick to the point training, with plenty of breaks and time to learn."
Anonymous. - Microsoft MCSA: SQL Server 2016 - Database Development (6 days) (5/11/2018 to 10/11/2018)

"Very experienced trainer"
Hannes Kopitz, Fresenius Kabi. - Microsoft MCSA: SQL Server 2016 - Database Development (6 days) (5/11/2018 to 10/11/2018)

"Excellent facilities and learning environment. Very knowledgeable and experienced tutor. Very intense, but also very enjoyable."
Joe Lower, ArjoWiggins Chartham Ltd. - Microsoft MCSA: SQL Server 2016 - Database Development (6 days) (5/11/2018 to 10/11/2018)

"Software was correctly setup, and I learnt a lot! I would highly recommend this course!"
Anonymous. - Microsoft MCSA: SQL Server 2016 - Database Development (6 days) (5/11/2018 to 10/11/2018)

"Firebrand have a great facilities and staff. We have invested significantly this year in training for all out production staff and they have all come away with positive comments. Lucid developers will be coming back again."
Adrian Lloyd-Owen, Lucid Partnership LLP. - Microsoft MTA Software Development Fundamentals (2 days) (8/11/2018 to 9/11/2018)

"A lot of information to take in 2 days, but it came to no shock as that what was expected, and what I signed up for. I do believe I would benefit more if the course was delivered in 3 days rather than two. That way we could put into practice what we had learnt. We didn't have much time to do actual coding, but it was a great starting point and gave me the boost I needed. The instructor was knowledgeable in the field and answered any questions I had. "
Ria Hilfi, N/A. - Microsoft MTA Software Development Fundamentals (2 days) (8/11/2018 to 9/11/2018)

"Our course instructor was very personable."
Anonymous. - Microsoft MTA Software Development Fundamentals (2 days) (8/11/2018 to 9/11/2018)

"The course moved at a good pace. I learnt and reinforced a lot of information."
Anonymous. - Microsoft MTA Software Development Fundamentals (2 days) (8/11/2018 to 9/11/2018)

"A nice, informative atmosphere to study the course you have elected to take, complete with experienced instructors."
Richard Swann, Yesss Electrical Ltd. - Microsoft Programming in C# (4 days) (25/9/2018 to 28/9/2018)

"A great, informative atmosphere to study the course you have elected to take, complete with experienced mentors."
Connor Hyde, Yesss Electrical Ltd. - Microsoft Programming in C# (4 days) (25/9/2018 to 28/9/2018)

"The Azure course provided an excellent in-depth look at the architecture, implementation, and security of Microsoft's cloud offering. The instructor demonstrated great knowledge and enthusiasm for the subject."
D.M., NCC Group. - Microsoft Azure Academy: Infrastructure and Networking (4 days) (24/9/2018 to 27/9/2018)

"An interesting, thought provoking course which has opened my eyes to the power and capability of Azure and indeed the wider concept of cloud computing."
Anonymous. - Microsoft Azure Academy: Infrastructure and Networking (4 days) (24/9/2018 to 27/9/2018)

"Good trainer, decent material. Course largely appropriate to requirement."
A.C.. - Microsoft Azure Academy: Infrastructure and Networking (4 days) (24/9/2018 to 27/9/2018)

"Good environment for learning."
Steven Barker, Nicander Ltd. - Microsoft MCSA: SQL Server 2016 - Database Administration (6 days) (17/9/2018 to 22/9/2018)

"Great course. Intense training but a fast way to learn. Trainers are knowledgeable and positive which helps with the long days involved. "
C.B.. - Microsoft MCSA: SQL Server 2016 - Database Administration (6 days) (17/9/2018 to 22/9/2018)

"If time is of the essence."
Adrian Taplin, Contractor. - Microsoft MCSA: SQL Server 2016 - Database Administration (6 days) (17/9/2018 to 22/9/2018)

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