Microsoft Dynamics 365 Service Management
Overview
All of the courses, including this one which makes up part of the five-day, 'Fast Track' suite of courses share the same, rolling scenario.
This course, in common with its companion courses, uses structured Walkthroughs throughout each module to put into practice what has just been introduced by the trainer. There's also a Lab at the end of each module with 'high-level' requirements as well as detailed, step-by-step instructions.
A number of the modules in the Fast Track set of courses incorporate a 'Stretch Yourself' lab for more advanced delegates or for those who simply work at a faster rate than other delegates.
After each module's lab(s), a set of questions are posed to test delegates' understanding of the material introduced in the module.
Objectives
On completion, delegates will learn how to:
Establish Service Management within their organisations on a firm foundation of:
- Cases, recording Customer issues, requests and problems.
- Service Level Agreements, specifying a minimum, guaranteed standard of Service.
- Entitlements, defining the contractual agreement to provide service.
Delegates will also make use of a Subject Tree for classification purposes, and the Knowledge Base to provide Service Personnel with supporting information to help with Case Resolution.
Analytics will be supported by a specific module covering Reports, Charts and Goal Management.
In the final module, Delegates will learn how to implement a Service, assembling Resources, checking Capacity and timetabling Service Provision.
Additional Information
Please note: for Attend from Anywhere customers an additional screen is required. The additional screen must have a minimum screen size of 19 inch and minimum resolution of 1280x1024, with the vertical resolution (1024) being the most critical.
Training Partners
We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.
Modules
Prerequisites
There are no pre-requisites for this course.
Please note: Before attending this class delegates must have a Microsoft account (signing up one is free). The instructions on how to set up a Microsoft account can be found here.
Scheduled Dates
Please select from the dates below to make an enquiry or booking.
Pricing
Different pricing structures are available including special offers. These include early bird, late availability, multi-place, corporate volume and self-funding rates. Please arrange a discussion with a training advisor to discover your most cost effective option.