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Chapter 1: Manage cases, Knowledge Management, and feedback-Create and manage cases-Create and manage cases, including using Copilot to assist with management
Chapter 2: Manage cases, Knowledge Management, and feedback-Create and manage cases-Perform case resolution, including managing case resolution activities
Chapter 3: Manage cases, Knowledge Management, and feedback-Create and manage cases-Manage related cases, including parent/child cases and merging cases
Chapter 4: Manage cases, Knowledge Management, and feedback-Define and configure foundational Customer Service components-Implement Advanced Similarity rules
Chapter 5: Manage cases, Knowledge Management, and feedback-Define and configure foundational Customer Service components-Implement record creation and update rules
Chapter 6: Manage cases, Knowledge Management, and feedback-Define and configure foundational Customer Service components-Configure and modify the Case Resolution dialogue
Chapter 7: Manage cases, Knowledge Management, and feedback-Define and configure foundational Customer Service components-Configure business process flows
Chapter 8: Manage cases, Knowledge Management, and feedback-Define and configure foundational Customer Service components-Configure and manage security roles and personas
Chapter 9: Manage cases, Knowledge Management, and feedback-Define and configure foundational Customer Service components-Configure enhanced case forms and views
Chapter 10: Manage cases, Knowledge Management, and feedback-Define and configure foundational Customer Service components-Configure the records displayed in the case timeline
Chapter 11: Manage cases, Knowledge Management, and feedback-Define and configure foundational Customer Service components-Configure connectors with the timeline
Chapter 12: Manage cases, Knowledge Management, and feedback-Define and configure foundational Customer Service components-Configure the timeline and cards on custom forms
Chapter 13: Manage cases, Knowledge Management, and feedback-Define and configure foundational Customer Service components-Enable AI suggestions for similar cases
Chapter 14: Manage cases, Knowledge Management, and feedback-Create and administer Knowledge Management-Configure internal Knowledge Search capabilities
Chapter 15: Manage cases, Knowledge Management, and feedback-Create and administer Knowledge Management-Configure tables for Knowledge Management
Chapter 16: Manage cases, Knowledge Management, and feedback-Create and administer Knowledge Management-Translate Knowledge articles
Chapter 17: Manage cases, Knowledge Management, and feedback-Create and administer Knowledge Management-Integrate and search external Knowledge sources
Chapter 18: Manage cases, Knowledge Management, and feedback-Create and administer Knowledge Management-Enable AI-suggested descriptions and keywords
Chapter 19: Manage cases, Knowledge Management, and feedback-Capture customer feedback by using Customer Voice-Trigger distribution of a survey
Chapter 21: Manage cases, Knowledge Management, and feedback-Capture customer feedback by using Customer Voice-Populate survey results against cases and conversations
Chapter 22: Manage cases, Knowledge Management, and feedback-Manage collaboration-Configure Microsoft Teams chat
Chapter 23: Manage cases, Knowledge Management, and feedback-Manage collaboration-Configure Join a Teams call for specific users
Chapter 24: Manage cases, Knowledge Management, and feedback-Manage collaboration-Configure suggested contacts in Microsoft Teams, including by using AI and rules-based suggestions
Chapter 25: Manage cases, Knowledge Management, and feedback-Manage collaboration-Configure Teams collaboration experience
Chapter 26: Manage cases, Knowledge Management, and feedback-Manage Copilot features-Plan and configure Copilot in Customer Service for agents
Chapter 27: Manage cases, Knowledge Management, and feedback-Manage Copilot features-Enable Ask a Question in Copilot in Customer Service, including filtering content
Chapter 28: Manage cases, Knowledge Management, and feedback-Manage Copilot features-Configure case and conversation summaries in Copilot in Customer Service
Chapter 29: Manage cases, Knowledge Management, and feedback-Create and manage SLAs for cases-Configure SLA settings
Chapter 30: Manage cases, Knowledge Management, and feedback-Create and manage SLAs for cases-Implement actions by using Power Automate
Chapter 31: Manage cases, Knowledge Management, and feedback-Create and manage SLAs for cases-Apply SLAs
Chapter 32: Manage cases, Knowledge Management, and feedback-Create and manage SLAs for cases-Create and manage SLA items including key performance indicators (KPIs), warning actions, success actions, and applicability
Chapter 33: Manage cases, Knowledge Management, and feedback-Create and manage SLAs for cases-Configure a timer control on a form
Chapter 35: Implement scheduling and routing-Configure service scheduling-Configure resource categories and characteristics
Chapter 36: Implement scheduling and routing-Configure service scheduling-Define services
Chapter 37: Implement scheduling and routing-Configure service scheduling-Configure fulfillment preferences
Chapter 38: Implement scheduling and routing-Configure routing-Configure work classification and assignments, including rules
Chapter 39: Implement scheduling and routing-Configure routing-Configure Routing Rulesets
Chapter 40: Implement scheduling and routing-Configure routing-Configure skills-based routing and Skills Finder
Chapter 42: Implement scheduling and routing-Configure routing-Implement Basic Case Routing rules
Chapter 43: Implement Dynamics 365 Contact Center -Deploy Contact Center-Configure workstreams
Chapter 44: Implement Dynamics 365 Contact Center -Deploy Contact Center-Configure user settings
Chapter 45: Implement Dynamics 365 Contact Center -Deploy Contact Center-Manage capacity profiles
Chapter 46: Implement Dynamics 365 Contact Center -Manage channels-Configure a chat widget
Chapter 47: Implement Dynamics 365 Contact Center -Manage channels-Configure proactive chat
Chapter 49: Implement Dynamics 365 Contact Center -Manage channels-Configure the chat channel
Chapter 50: Implement Dynamics 365 Contact Center -Manage channels-Configure the record-based channel
Chapter 52: Implement Dynamics 365 Contact Center -Configure agent productivity features-Configure agent scripts, including slugs
Chapter 53: Implement Dynamics 365 Contact Center -Configure agent productivity features-Create macros
Chapter 54: Implement Dynamics 365 Contact Center -Configure agent productivity features-Enable Smart Assist
Chapter 55: Implement Dynamics 365 Contact Center -Configure agent workspaces-Configure notification templates
Chapter 56: Implement Dynamics 365 Contact Center -Configure agent workspaces-Configure session templates
Chapter 57: Implement Dynamics 365 Contact Center -Configure agent workspaces-Create agent experience profiles
Chapter 58: Implement Dynamics 365 Contact Center -Configure agent workspaces-Configure the Agent Inbox, including creating custom views
Chapter 59: Implement Dynamics 365 Contact Center -Configure agent workspaces-Configure application tab templates
Chapter 60: Extend Customer Service by using Microsoft Power Platform-Configure model-driven apps for Customer Service-Create and configure forms
Chapter 61: Extend Customer Service by using Microsoft Power Platform-Configure model-driven apps for Customer Service-Create and configure views
Chapter 62: Extend Customer Service by using Microsoft Power Platform-Configure model-driven apps for Customer Service-Configure model-driven app components
Chapter 63: Extend Customer Service by using Microsoft Power Platform-Configure model-driven apps for Customer Service-Create and configure columns
Chapter 64: Extend Customer Service by using Microsoft Power Platform-Configure model-driven apps for Customer Service-Configure alerts and in-app notifications
Chapter 65: Extend Customer Service by using Microsoft Power Platform-Create custom apps for Customer Service-Create task-specific canvas apps and custom pages
Chapter 66: Extend Customer Service by using Microsoft Power Platform-Create custom apps for Customer Service-Configure Microsoft Power Pages websites by using the Customer Service templates
Chapter 67: Extend Customer Service by using Microsoft Power Platform-Implement Copilot Studio for Customer Service scenarios-Integrate copilots with Customer Service
Chapter 68: Extend Customer Service by using Microsoft Power Platform-Implement Copilot Studio for Customer Service scenarios-Create and manage copilots, including copilots for chat and voice
Chapter 69: Extend Customer Service by using Microsoft Power Platform-Implement Copilot Studio for Customer Service scenarios-Implement Copilot Studio as a post-call survey

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