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Leadership Role

The Learning Plan for a Leadership role is for individuals who are leaders of teams that work with or sell-to customers. These individuals should understand the content their team members support to lead them effectively.

The following courses prepare you for this certification:

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36521-Agent Enablement in Microsoft Dynamics 365 for Customer Service

It describes the process of working with customers, resolution of complaints and service issues cost, managing correspondence, documents, contacts and conversations, Service Level Agreements, Entitlements, and Queue Management.
€62.10

36522-Service Intelligence in Microsoft Dynamics 365 for Customer Service

This course focuses and explores Knowledge-base articles, the Interactive Service Hub with real time dashboards as well as some of the core analytical tools to provide insights on how to improve Customer Service.
€179.10