| MB2-718 Certification Preparation Course | $697.00 |
| Module 1 Overview | 2 minutes |
| Cases - Understand Important Terms | 11 minutes |
| Cases - Case Management Process Flow | 4 minutes |
| Cases - Manage Case Lists And Views | 7 minutes |
| Cases - Search For Case Records | 13 minutes |
| Cases - Create A New Case Record | 16 minutes |
| Cases - Case Resolution Process | 15 minutes |
| Cases - Implement Case Routing Rules | 19 minutes |
| Cases - Implement Parent-Child Cases | 13 minutes |
| Cases - Merge Cases | 9 minutes |
| KB - Search For Articles | 10 minutes |
| KB - Create and Manage KB Articles | 8 minutes |
| KB - Approve And Reject KB Articles | 7 minutes |
| KB - Knowledge Articles (Newer Version) | 22 minutes |
| KB - Attach KB Articles To Emails | 5 minutes |
| INS - Install Sample Data | 3 minutes |
| INS - Email Router | 3 minutes |
| INS - Configure Server Side Synchronization | 10 minutes |
| INS - Configure SharePoint Integration | 14 minutes |
| CSH - CSH Multi-Stream Dashboards | 16 minutes |
| CSH - CSH Single-Stream Dashboards | 5 minutes |
| CSH - Manage Queues And Cases From Streams | 10 minutes |
| Module 1 Review | 3 minutes |
| Module 2 Overview | 2 minutes |
| Queues - What Are Queues | 5 minutes |
| Queues - Create And Maintain Queues | 8 minutes |
| Queues - Reconfigure Queue Items | 10 minutes |
| Entitlements - What Are Entitlements | 5 minutes |
| Entitlements - Apply Entitlements to Cases | 10 minutes |
| Entitlements - Associate An SLA | 4 minutes |
| SLA - Types of SLAs | 2 minutes |
| SLA - Standard SLA | 20 minutes |
| SLA - Enhanced SLA | 16 minutes |
| SLA - Use SLAs On-Demand | 5 minutes |
| Module 2 Review | 3 minutes |
| Module 3 Overview | 2 minutes |
| SMA - Service Management Analytics | 3 minutes |
| SMA - Use PowerBI with Dynamics 365 | 27 minutes |
| SMA - Service Dashboards | 8 minutes |
| SMA - Design And Create System Charts | 11 minutes |
| SMA - Define Goals | 9 minutes |
| SMA - Create Editable Grids | 8 minutes |
| SMA - Identify Service Report Types | 9 minutes |
| SMA - Design Reports | 8 minutes |
| SMA - Export Content to Microsoft Excel | 16 minutes |
| VOC - Install VOC | 5 minutes |
| VOC - Configure VOC | 7 minutes |
| VOC - Surveys Overview | 2 minutes |
| VOC - Create A Survey | 13 minutes |
| VOC - Design A Survey | 14 minutes |
| VOC - Pipe Data Into Surveys | 5 minutes |
| VOC - Link Survey Questions | 5 minutes |
| VOC - Route Responses | 20 minutes |
| VOC - Survey Distribution | 18 minutes |
| VOC - Analyse Survey | 7 minutes |
| Module 3 Review | 2 minutes |
| Module 4 Overview | 3 minutes |
| USD - What is Unified Service Desk (USD) | 2 minutes |
| USD - USD System Requirements | 5 minutes |
| HC - Define Hosted Controls | 2 minutes |
| HC - Hosted Control Types | 15 minutes |
| HC - Create Hosted Control | 10 minutes |
| HC - Create An Action Call | 8 minutes |
| HC - USD Global Manager | 4 minutes |
| HC - USD Debugger | 9 minutes |
| HC - Implement Toolbars | 7 minutes |
| HC - Identify and Declare Common Events | 5 minutes |
| HC - Implement Window Navigation Rules | 10 minutes |
| HC - Define UII Actions and Calls | 14 minutes |
| SSC - Manage USD Sessions | 11 minutes |
| SSC - Configure USD Settings And Options | 2 minutes |
| SSC - Create Agent Scripts | 9 minutes |
| Module 4 Review | 2 minutes |
| Module 5 Overview | 3 minutes |
| FSIC - What Is Field Service | 4 minutes |
| FSIC - Install Sample Data | 15 minutes |
| FSIC - Identify Work Order Relationships | 3 minutes |
| FSIC - Scenario And Basic Setup | 16 minutes |
| FSIC - Create Work Orders | 10 minutes |
| FSIC - View and Configure the Schedule Board | 13 minutes |
| FSIC - Implement The Schedule Assistant | 5 minutes |
| FSIC - Agreement Options | 13 minutes |
| FSMOB - Field Service Mobility | 4 minutes |
| FSOF - Manage the Purchase Order Process | 8 minutes |
| FSOF - Manage Inventory | 5 minutes |
| FSOF - Process Returns | 6 minutes |
| Module 5 Review | 2 minutes |
| Course Review | 8 minutes |
