805710-01 Customer Service in Microsoft Dynamics CRM 2015/2016

Code: 805710-01
Course duration: 1 days
Price: $895
Location Period
Fort Lauderdale, Florida (Instructor-Led) 08-09
09:00AM to 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led) 06-28
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 06-28
09:00AM to 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led) 06-28
09:00AM to 05:00PM
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Mid-Town New York City (Virtual Instructor-Led) 06-28
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 06-28
09:00AM to 05:00PM
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Attend Online 06-28
09:00AM to 05:00PM
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Raleigh, North Carolina (Instructor-Led) 06-28
09:00AM to 05:00PM
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Washington, D.C. (Virtual Instructor-Led) 06-28
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 06-28
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 06-28
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Instructor-Led) 06-28
09:00AM to 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led) 06-28
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 07-12
09:00AM to 05:00PM
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Secaucus, New Jersey (Instructor-Led) 07-12
09:00AM to 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led) 07-12
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 07-12
09:00AM to 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led) 07-12
09:00AM to 05:00PM
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Mid-Town New York City (Virtual Instructor-Led) 07-12
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 07-12
09:00AM to 05:00PM
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Attend Online 07-12
09:00AM to 05:00PM
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Raleigh, North Carolina (Virtual Instructor-Led) 07-12
09:00AM to 05:00PM
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Washington, D.C. (Virtual Instructor-Led) 07-12
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 07-12
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 07-12
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 07-26
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 07-26
09:00AM to 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led) 07-26
09:00AM to 05:00PM
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Greenwich, Connecticut (Instructor-Led) 07-26
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 07-26
09:00AM to 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led) 07-26
09:00AM to 05:00PM
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Mid-Town New York City (Virtual Instructor-Led) 07-26
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 07-26
09:00AM to 05:00PM
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Attend Online 07-26
09:00AM to 05:00PM
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Raleigh, North Carolina (Virtual Instructor-Led) 07-26
09:00AM to 05:00PM
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Washington, D.C. (Virtual Instructor-Led) 07-26
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 07-26
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 08-09
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 08-09
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 08-09
09:00AM to 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led) 08-09
09:00AM to 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led) 08-09
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 08-09
09:00AM to 05:00PM
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Mid-Town New York City (Virtual Instructor-Led) 08-09
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 08-09
09:00AM to 05:00PM
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Attend Online 08-09
09:00AM to 05:00PM
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Raleigh, North Carolina (Virtual Instructor-Led) 08-09
09:00AM to 05:00PM
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Washington, D.C. (Virtual Instructor-Led) 08-09
09:00AM to 05:00PM
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Raleigh, North Carolina (Virtual Instructor-Led) 08-23
09:00AM to 05:00PM
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Washington, D.C. (Virtual Instructor-Led) 08-23
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 08-23
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 08-23
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 08-23
09:00AM to 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led) 08-23
09:00AM to 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led) 08-23
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 08-23
09:00AM to 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led) 08-23
09:00AM to 05:00PM
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Mid-Town New York City (Instructor-Led) 08-23
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 08-23
09:00AM to 05:00PM
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Attend Online 08-23
09:00AM to 05:00PM
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Attend Online 09-06
09:00AM to 05:00PM
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Raleigh, North Carolina (Virtual Instructor-Led) 09-06
09:00AM to 05:00PM
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Washington, D.C. (Instructor-Led) 09-06
09:00AM to 05:00PM
enroll
NYC-23rd Street (Instructor-Led) 09-06
09:00AM to 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led) 09-06
09:00AM to 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 09-06
09:00AM to 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led) 09-06
09:00AM to 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led) 09-06
09:00AM to 05:00PM
enroll
Palm Beach County Florida (Instructor-Led) 09-06
09:00AM to 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led) 09-06
09:00AM to 05:00PM
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Mid-Town New York City (Virtual Instructor-Led) 09-06
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 09-06
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 09-20
09:00AM to 05:00PM
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Attend Online 09-20
09:00AM to 05:00PM
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Raleigh, North Carolina (Virtual Instructor-Led) 09-20
09:00AM to 05:00PM
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Washington, D.C. (Virtual Instructor-Led) 09-20
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 09-20
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 09-20
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 09-20
09:00AM to 05:00PM
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Secaucus, New Jersey (Instructor-Led) 09-20
09:00AM to 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led) 09-20
09:00AM to 05:00PM
enroll
Palm Beach County Florida (Instructor-Led) 09-20
09:00AM to 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led) 09-20
09:00AM to 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led) 09-20
09:00AM to 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led) 10-04
09:00AM to 05:00PM
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Mid-Town New York City (Virtual Instructor-Led) 10-04
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 10-04
09:00AM to 05:00PM
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Attend Online 10-04
09:00AM to 05:00PM
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Raleigh, North Carolina (Virtual Instructor-Led) 10-04
09:00AM to 05:00PM
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Washington, D.C. (Virtual Instructor-Led) 10-04
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 10-04
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 10-04
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 10-04
09:00AM to 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led) 10-04
09:00AM to 05:00PM
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Greenwich, Connecticut (Instructor-Led) 10-04
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 10-04
09:00AM to 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led) 10-18
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 10-18
09:00AM to 05:00PM
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Fort Lauderdale, Florida (Instructor-Led) 10-18
09:00AM to 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led) 10-18
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 10-18
09:00AM to 05:00PM
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Attend Online 10-18
09:00AM to 05:00PM
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Raleigh, North Carolina (Virtual Instructor-Led) 10-18
09:00AM to 05:00PM
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Washington, D.C. (Virtual Instructor-Led) 10-18
09:00AM to 05:00PM
enroll
NYC-23rd Street (Virtual Instructor-Led) 10-18
09:00AM to 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led) 10-18
09:00AM to 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 10-18
09:00AM to 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led) 10-18
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Instructor-Led) 11-01
09:00AM to 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led) 11-01
09:00AM to 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led) 11-01
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 11-01
09:00AM to 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led) 11-01
09:00AM to 05:00PM
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Mid-Town New York City (Virtual Instructor-Led) 11-01
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 11-01
09:00AM to 05:00PM
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Attend Online 11-01
09:00AM to 05:00PM
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Raleigh, North Carolina (Instructor-Led) 11-01
09:00AM to 05:00PM
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Washington, D.C. (Virtual Instructor-Led) 11-01
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 11-01
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 11-01
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 11-15
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 11-15
09:00AM to 05:00PM
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Secaucus, New Jersey (Instructor-Led) 11-15
09:00AM to 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led) 11-15
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 11-15
09:00AM to 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led) 11-15
09:00AM to 05:00PM
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Mid-Town New York City (Virtual Instructor-Led) 11-15
09:00AM to 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led) 11-15
09:00AM to 05:00PM
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Attend Online 11-15
09:00AM to 05:00PM
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Raleigh, North Carolina (Virtual Instructor-Led) 11-15
09:00AM to 05:00PM
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Washington, D.C. (Virtual Instructor-Led) 11-15
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 11-15
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 11-29
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 11-29
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 11-29
09:00AM to 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led) 11-29
09:00AM to 05:00PM
enroll
Greenwich, Connecticut (Instructor-Led) 11-29
09:00AM to 05:00PM
enroll
Palm Beach County Florida (Instructor-Led) 11-29
09:00AM to 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led) 11-29
09:00AM to 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led) 11-29
09:00AM to 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led) 11-29
09:00AM to 05:00PM
enroll
Attend Online 11-29
09:00AM to 05:00PM
enroll
Raleigh, North Carolina (Virtual Instructor-Led) 11-29
09:00AM to 05:00PM
enroll
Washington, D.C. (Virtual Instructor-Led) 11-29
09:00AM to 05:00PM
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Raleigh, North Carolina (Virtual Instructor-Led) 12-13
09:00AM to 05:00PM
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Washington, D.C. (Virtual Instructor-Led) 12-13
09:00AM to 05:00PM
enroll
NYC-23rd Street (Virtual Instructor-Led) 12-13
09:00AM to 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led) 12-13
09:00AM to 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 12-13
09:00AM to 05:00PM
enroll
Secaucus, New Jersey (Virtual Instructor-Led) 12-13
09:00AM to 05:00PM
enroll
Greenwich, Connecticut (Virtual Instructor-Led) 12-13
09:00AM to 05:00PM
enroll
Palm Beach County Florida (Instructor-Led) 12-13
09:00AM to 05:00PM
enroll
Fort Lauderdale, Florida (Instructor-Led) 12-13
09:00AM to 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led) 12-13
09:00AM to 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led) 12-13
09:00AM to 05:00PM
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Attend Online 12-13
09:00AM to 05:00PM
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Attend Online 12-27
09:00AM to 05:00PM
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Raleigh, North Carolina (Instructor-Led) 12-27
09:00AM to 05:00PM
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Washington, D.C. (Virtual Instructor-Led) 12-27
09:00AM to 05:00PM
enroll
NYC-23rd Street (Virtual Instructor-Led) 12-27
09:00AM to 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led) 12-27
09:00AM to 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Instructor-Led) 12-27
09:00AM to 05:00PM
enroll
Secaucus, New Jersey (Virtual Instructor-Led) 12-27
09:00AM to 05:00PM
enroll
Greenwich, Connecticut (Virtual Instructor-Led) 12-27
09:00AM to 05:00PM
enroll
Palm Beach County Florida (Instructor-Led) 12-27
09:00AM to 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led) 12-27
09:00AM to 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led) 12-27
09:00AM to 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led) 12-27
09:00AM to 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led) 01-10
09:00AM to 05:00PM
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Attend Online 01-10
09:00AM to 05:00PM
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Raleigh, North Carolina (Virtual Instructor-Led) 01-10
09:00AM to 05:00PM
enroll
Washington, D.C. (Virtual Instructor-Led) 01-10
09:00AM to 05:00PM
enroll
NYC-23rd Street (Virtual Instructor-Led) 01-10
09:00AM to 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led) 01-10
09:00AM to 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 01-10
09:00AM to 05:00PM
enroll
Secaucus, New Jersey (Instructor-Led) 01-10
09:00AM to 05:00PM
enroll
Greenwich, Connecticut (Virtual Instructor-Led) 01-10
09:00AM to 05:00PM
enroll
Palm Beach County Florida (Instructor-Led) 01-10
09:00AM to 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led) 01-10
09:00AM to 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led) 01-10
09:00AM to 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led) 01-24
09:00AM to 05:00PM
enroll
Mid-Town New York City (Instructor-Led) 01-24
09:00AM to 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led) 01-24
09:00AM to 05:00PM
enroll
Attend Online 01-24
09:00AM to 05:00PM
enroll
Raleigh, North Carolina (Virtual Instructor-Led) 01-24
09:00AM to 05:00PM
enroll
Washington, D.C. (Virtual Instructor-Led) 01-24
09:00AM to 05:00PM
enroll
NYC-23rd Street (Virtual Instructor-Led) 01-24
09:00AM to 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led) 01-24
09:00AM to 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 01-24
09:00AM to 05:00PM
enroll
Secaucus, New Jersey (Virtual Instructor-Led) 01-24
09:00AM to 05:00PM
enroll
Greenwich, Connecticut (Virtual Instructor-Led) 01-24
09:00AM to 05:00PM
enroll
Palm Beach County Florida (Instructor-Led) 01-24
09:00AM to 05:00PM
enroll
Greenwich, Connecticut (Virtual Instructor-Led) 02-07
09:00AM to 05:00PM
enroll
Palm Beach County Florida (Instructor-Led) 02-07
09:00AM to 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led) 02-07
09:00AM to 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led) 02-07
09:00AM to 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led) 02-07
09:00AM to 05:00PM
enroll
Attend Online 02-07
09:00AM to 05:00PM
enroll
Raleigh, North Carolina (Virtual Instructor-Led) 02-07
09:00AM to 05:00PM
enroll
Washington, D.C. (Instructor-Led) 02-07
09:00AM to 05:00PM
enroll
NYC-23rd Street (Instructor-Led) 02-07
09:00AM to 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led) 02-07
09:00AM to 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 02-07
09:00AM to 05:00PM
enroll
Secaucus, New Jersey (Virtual Instructor-Led) 02-07
09:00AM to 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Instructor-Led) 02-21
09:00AM to 05:00PM
enroll
Secaucus, New Jersey (Virtual Instructor-Led) 02-21
09:00AM to 05:00PM
enroll
Greenwich, Connecticut (Virtual Instructor-Led) 02-21
09:00AM to 05:00PM
enroll
Palm Beach County Florida (Instructor-Led) 02-21
09:00AM to 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led) 02-21
09:00AM to 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led) 02-21
09:00AM to 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led) 02-21
09:00AM to 05:00PM
enroll
Attend Online 02-21
09:00AM to 05:00PM
enroll
Raleigh, North Carolina (Instructor-Led) 02-21
09:00AM to 05:00PM
enroll
Washington, D.C. (Virtual Instructor-Led) 02-21
09:00AM to 05:00PM
enroll
NYC-23rd Street (Virtual Instructor-Led) 02-21
09:00AM to 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led) 02-21
09:00AM to 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led) 03-06
09:00AM to 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 03-06
09:00AM to 05:00PM
enroll
Secaucus, New Jersey (Virtual Instructor-Led) 03-06
09:00AM to 05:00PM
enroll
Greenwich, Connecticut (Virtual Instructor-Led) 03-06
09:00AM to 05:00PM
enroll
Palm Beach County Florida (Instructor-Led) 03-06
09:00AM to 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led) 03-06
09:00AM to 05:00PM
enroll
Mid-Town New York City (Instructor-Led) 03-06
09:00AM to 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led) 03-06
09:00AM to 05:00PM
enroll
Attend Online 03-06
09:00AM to 05:00PM
enroll
Raleigh, North Carolina (Virtual Instructor-Led) 03-06
09:00AM to 05:00PM
enroll
Washington, D.C. (Virtual Instructor-Led) 03-06
09:00AM to 05:00PM
enroll
NYC-23rd Street (Virtual Instructor-Led) 03-06
09:00AM to 05:00PM
enroll
NYC-23rd Street (Instructor-Led) 03-20
09:00AM to 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led) 03-20
09:00AM to 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 03-20
09:00AM to 05:00PM
enroll
Secaucus, New Jersey (Virtual Instructor-Led) 03-20
09:00AM to 05:00PM
enroll
Greenwich, Connecticut (Virtual Instructor-Led) 03-20
09:00AM to 05:00PM
enroll
Palm Beach County Florida (Instructor-Led) 03-20
09:00AM to 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led) 03-20
09:00AM to 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led) 03-20
09:00AM to 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led) 03-20
09:00AM to 05:00PM
enroll
Attend Online 03-20
09:00AM to 05:00PM
enroll
Raleigh, North Carolina (Virtual Instructor-Led) 03-20
09:00AM to 05:00PM
enroll
Washington, D.C. (Instructor-Led) 03-20
09:00AM to 05:00PM
enroll

805710-01 Customer Service in Microsoft Dynamics CRM 2015/2016 

Course Description 

This one-day training course provides you with the skills to manage the Customer Service modules in Microsoft Dynamics 365. This course also covers CRM 2016 and earlier versions of Dynamics CRM 

This course is mapped to the MB2-718 Microsoft Dynamics 365 for Customer Service with an overview of the additional modules of Unified Service Desk, Field Service. 

Who Should Attend 

This course is intended for Customer Service Managers and Professional consultants, system integrators, or support professionals who need to work with Dynamics 365 or (CRM) 

MANAGING CUSTOMER SERVICE 

Course Outline 

You will learn the Customer Service module of Dynamics 365. Track cases through the creation of a case for a customer and activities (email, phone, task) to work to resolution of the case. Then use business processes management to make certain all the necessary steps are being followed and cases are resolved in a timely manner. 

 This class uses the case study method of providing customer service. 

 In this class, we focus on the Customer Service module and the five areas that map to the Dynamics 365 (CRM) for Customer Service Exam MB2-718 

  • Manage Cases, the Knowledge Base, and the Interactive Service Hub
  • Manage Queues, Entitlements, and Service Level Agreements (SLAs)
  • Implement Service Management Analysis and Voice of the Customer Surveys
  • Manage the Unified Service Desk (USD)
  • Manage Dynamics Field Service and the Interactive Services Hub 

The Dynamics 365 (CRM) Customer Service Course Outline:  

CASE MANAGEMENT 

Module 01: Introduction to Service Module 

  • Sales vs Service 
  • Customer Service after the sale 
  • Managing Customer Service 

Module 02: Case Management 

  • Cases or Incidents are the basic premise 
  • Establishing a case, attaching to a customer 
  • Case Resolution Processes 

Module 03: Service Level Agreements 

  • Service Contracts 
  • Service Levels 
  • Service Contract Templates 

Module 04: Entitlements 

  • Selling Service Contracts 
  • Allotments: minutes or incidents 

Module 05: Queue Management 

  • Establishing a Framework to process cases 
  • Types of queues 
  • Moving and Escalating Cases 
  • Monitoring progress 
  • KNOWLEDGE MANAGEMENT 

Module 06: Knowledge Management 

  • Creating Knowledge Base Articles 
  • Templates and publishing 
  • Consistent Messaging 
  • Emailing Articles 

Module 07: Interactive Service Hub 

  • Monitor Cases 
  • Determine Actions 
  • Multi-Stream Dashboards 

Module 08: Intro to Service Analysis Tools 

  • Advance Find 
  • Service Reports 
  • Export to Excel 
  • Service Dashboards 

Module 9: Voice of the Customer 

  • Survey Creation 
  • Distribution and Responses 
  • Reporting and Analytics 
  • UNIFIED SERVICE DESK - Lecture 

Module 10: Lecture - Introduction and Overview 

  • Managing Multiple Channels 
  • The Multiple Channels for case submissions 
  • Key Performance Indicators 
  • FIELD SERVICE - Lecture 

Module 11: Lecture Introduction and Overview 

  • The case for field Service 
  • Resource Management 
  • Service Appointment Scheduling 

Course and Dynamics 365 for Customer Service Exam Review 

 This class uses the case study method of providing customer service. 

 This course covers the material in: 

  • 81057: Agent Enablement in Microsoft Dynamics 365 for Customer Service 
  • 81058: Service Intelligence in Microsoft Dynamics 365 for Customer Service 
  • 81063: Voice of the Customer in Microsoft Dynamics 365 for Customer Service 
  • 81064: Microsoft Dynamics 365 Unified Service Desk for Customer Service 
  • 81065: Microsoft Dynamics 365 for Field Service 

Guaranteed to Run

2019-08-28 09:00 to 2019-08-30 17:00
Attend Online
2019-08-09
09:00 to 17:00
Fort Lauderdale, Florida (Instructor-Led)
2019-08-07 09:00 to 2019-08-09 17:00
Attend Online
2019-08-02
09:00 to 17:00
Palm Beach County Florida (Instructor-Led)
2019-07-25 09:00 to 2019-07-26 17:00
NYC-23rd Street (Virtual Instructor-Led)
2019-07-24 09:00 to 2019-07-26 17:00
Washington, D.C. (Virtual Instructor-Led)
2019-07-19
09:00 to 17:00
Greenwich, Connecticut (Virtual Instructor-Led)
2019-07-18 09:00 to 2019-07-19 17:00
Secaucus, New Jersey (Instructor-Led)
2019-07-17 09:00 to 2019-07-19 17:00
Northern New Jersey (Virtual Instructor-Led)
2019-07-15 09:00 to 2019-07-19 17:00
Attend Online
2019-07-10 09:00 to 2019-07-12 17:00
Attend Online
2019-07-10 09:00 to 2019-07-12 17:00
Attend Online
2019-06-27 09:00 to 2019-06-28 17:00
NYC-23rd Street (Virtual Instructor-Led)
2019-06-21
09:00 to 17:00
Attend Online
2019-06-19
09:00 to 17:00
Attend Online

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