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Customer data comes in all shapes and forms and from every direction. It's more critical than ever to connect and process all of that data, so that you can enable more data-driven decisions. In this course, Glenn Gillen will show you how to…

This assessment validates your comprehension of the Serverless Knowledge Badge Readiness Path. The assessment questions are based on the courses in this learning path. Take all of the courses and then verify your knowledge. Already have some…

Learn the fundamentals of Service Cloud. Understand how to manage cases, use the Service Console, and deliver excellent customer support.

Master the key features of Service Cloud, including the Service Console, Live Agent, and Communities, in the Lightning Experience.

In the first phase of the service adoption framework, Start, you gather organizational objectives and build out your strategy and deployment plan.

Units in this learning path:

• Key Roles
• Cloud Advantage
• Organizational Readiness
• Summary

Products: M365

Roles: Administrator

Level: Intermediate

Subjects: Productivity, Change Management

Duration: 45 minutes

Learn about the second phase of the service adoption framework, Experiment.

Units in this learning path:

• Introduction
• Metrics
• Champions
• Governance
• Summary

Products: M365

Roles: Administrator

Level: Intermediate

Subjects: Productivity, Change Management

Duration: 49 minutes

Learn about the third phase of the service adoption framework, Scale.

Units in this learning path:

• Introduction
• Scenarios
• Training
• Reporting
• Health
• Summary

Products: M365

Roles: Administrator

Level: Intermediate

Subjects: Productivity, Change Management

Duration: 22 minutes

Learn about service representative collaboration in Dynamics 365 Customer Service.

Units in this learning path:

• Introduction
• Configure Chat
• Embedded Chat
• Meeting Integration
• Configure Customer Support Swarming
• Use Swarming
• Check
• Summary

Products: Dynamics Customer Service

Roles: Functional Consultant, Business User

Level: Intermediate

Subjects: Customer Relationship Management

Duration: 60 minutes

This trail will help you understand and implement the fundamentals of Marketing Cloud Engagement, including setting up team permissions and profiles, and ensuring email deliverability and consent compliance.

This module provides the framework for how meetings can be designed to align stakeholders on the core challenges within your organization and explains how to solve them with a Microsoft Viva Glint survey program. The information gathered informs your program strategy and design. This module is the first step in your stakeholder alignment journey.

Units in this learning path:

• What Stakeholder Alignment Journey
• What Vision Strategy Viva Glint
• How Setup Vision Strategy Session Logistics
• How Prepare Successful Vision Strategy Session
• How Facilitate Vision Strategy Session
• Knowledge Check
• Summary

Products: Viva, M365, Viva Glint

Roles: Administrator

Level: Beginner

Subjects: Employee Engagement, Business Applications

Duration: 53 minutes

Learn how to set up Apple Message for Business and Google Business Messages as channels in Dynamics 365 Customer Service.

Units in this learning path:

• Introduction
• Configure Google Business Messages Channel
• Configure Google Business Messages Workstream
• Configure Apple Messages Business Channel
• Configure Apple Messages Business Workstream
• Rich Messages
• Publish Edit
• Workstream Association
• Conversation Control
• View Send
• Configure Authentication Settings
• Configure Payment Profiles
• Check
• Summary

Products: Dynamics 365, Dynamics Customer Service

Roles: Business User, Functional Consultant

Level: Intermediate

Subjects: Business Applications

Duration: 69 minutes

Learn how to set up Asset leasing features in Dynamics 365 Finance and get started with the functionality.

Units in this learning path:

• 01 Introduction
• 02 Leasing Elements
• 03 Lease Transactions
• 04 Set Up Asset Leasing
• 05 Set Up Lease Books
• 06 Lease Groups
• 07 Create Lease
• 08 Create Lease Schedule
• 09 Associate Assets Leases
• 10 Copy Lease
• 11 Adjust Lease
• 12 Exercise
• 13 Check
• 14 Summary

Products: Dynamics Finance

Roles: Functional Consultant, Business User

Level: Intermediate

Subjects: Finance Accounting

Duration: 100 minutes