Microsoft Dynamics 365 for Customer Service - Only 5 Days

Why

Four reasons why you should sit your Dynamics 365 Customer Service course with Firebrand Training

Find Out How We Help You To Learn New Skills Quickly

  1. You'll be Dynamics 365 Customer Service trained and certified faster. Learn more on this 5-day accelerated course. You'll get at least 12 hours a day of quality learning time in a distraction-free environment
  2. Your Dynamics 365 Customer Service course is all-inclusive. One simple price covers all course materials, exams, accommodation and meals – so you can focus on learning
  3. Pass Dynamics 365 Customer Service first time or train again for free. Your expert instructor will deliver our unique accelerated learning methods, allowing you to learn faster and be in the best possible position to pass first time. In the unlikely event that you don't, it's covered by your Certification Guarantee
  4. Study Dynamics 365 Customer Service with an award-winning training provider. We've won the Learning and Performance Institute's "Training Company of the Year" three times. Firebrand is your fastest way to learn, with 67.286 students saving more than one million hours since 2001

Think you are ready for the course? Take a FREE practice test to assess your knowledge!

What

On this 5-day accelerated Microsoft Dynamics 365 for Customer Service course, you'll develop your understanding of the powerful Customer Service capabilities that you can use within Microsoft Dynamics 365.

Throughout the course you'll cover the following topics where you'll:

  • Agent Enablement: Learn how your organisation can nurture customer satisfaction through the automation of business processes.
  • Service Intelligence: Learn to utilise a database of articles to create an environment where users can quickly offer standardised answers.
  • Configuring 365 Voice of the Customer Solution: Dive into the platform tools that can be used to create and distribute surveys.
  • Unified Service Desk: Perform basic configuration for the Unified Service Desk for Dynamics 365.
  • Dynamics 365 for Field Service: Learn to understand and use the platform to create supporting items, such as Products, Price Lists, Territories, and Resources.

Your Microsoft Certified Trainer (MCT) will guide you through the course material using Firebrand's unique Lecture | Lab | Review technique. This approach combines both theoretical learning with hands-on tasks. This will accelerate your learning and ensure you leave us with the practical experience to implement your newfound knowledge when you return to work.

You'll sit exam MB2-718: Microsoft Dynamics 365 for Customer Service on-site, during the course. This is covered by your Certification Guarantee. This exam is an elective for the MCSE: Business Applications credential.

This course is aimed at sales operations managers, customer service managers, service schedulers, administrators or any similar roles looking to demonstrate an understanding of the Microsoft Dynamics application functionality.

Passing exam MB2-718 previously resulted in achieving the Microsoft Specialist: Dynamics 365 for Customer Service certification.

Microsoft retired the Specialist credential on 31 March, 2017. The exams remain available and where applicable will count towards the relevant existing MCSA, MCSE or MCSD certification.

Read more ...

Interested? See prices or call 0720-880599

Other accelerated training providers rely heavily on lecture and independent self-testing and study.

Effective technical instruction must be highly varied and interactive to keep attention levels high, promote camaraderie and teamwork between the students and instructor, and solidify knowledge through hands-on learning.

Firebrand Training provides instruction to meet every learning need:

  • Intensive group instruction
  • One-on-one instruction attention
  • Hands-on labs
  • Lab partner and group exercises
  • Question and answer drills
  • Independent study

This information has been provided as a helpful tool for candidates considering training. Courses that include certification come with a Certification Guarantee. Pass first time or train again for free (just pay for accommodation, exams and incidental costs). We do not make any guarantees about personal successes or benefits of obtaining certification. Benefits of certification determined through studies do not guarantee any particular personal successes.

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Interested? See prices or call 0720-880599

Manage Cases, the Knowledge Base, and the Interactive Service Hub

Create and manage cases - Manage case lists and views, search for case records, create a new case record, convert activities to cases, perform case resolution processes, implement case routing rules; set up and configure case creation and update rules, implement parent/child cases, merge cases

Create and manage the knowledge base - Search for articles; associate an article with a case; use knowledge base articles to help resolve cases; create, manage, and maintain knowledge base article templates; create, modify, and publish knowledge base articles; format articles; attach knowledge base articles to email messages

Install and configure Microsoft Dynamics CRM Server - Install sample data; install and configure language packs, install the email router, configure server synchronization, configure SharePoint integration, install the SSRS data connector

Manage the Interactive Service Hub - Implement single-stream and multi-stream dashboards, manage queues and cases from streams

Manage Queues, Entitlements, and Service Level Agreements (SLAs)

Create and manage queues - Differentiate between queue types, create and maintain queues, add cases and activities to queues, reconfigure queue items, implement case routing

Create and manage entitlements - Define entitlements, create and maintain entitlement templates, create and configure a new entitlement, create entitlements and add entitlement lines, apply entitlements to cases, associate products, associate entitlement channels, associate an SLA, activate and deactivate entitlements, renew an entitlement

Create and manage SLAs - Define standard and enhanced SLAs, implement SLA actions and details, use SLAs on-demand, manage cases with standard and enhanced SLAs

Implement Service Management Analysis and Voice of the Customer Surveys

Perform service management analysis - Create Microsoft Power BI dashboards, create service dashboards, design and create system charts, identify goal management components, define goals, implement and configure Advanced Find, create editable grids, identify service report types, design reports, export content to Microsoft Excel

Upgrade Microsoft Dynamics CRM and other components - Identify VOC features and components, install and configure VOC, create survey forms, create surveys by using the survey designer, create and configure surveys, link survey questions, pipe data into surveys, route responses, configure survey distribution options, identify and configure survey result options

Manage the Unified Service Desk (USD)

Install and configure the USD application - This topic may include: Install and configure the USD application; define User Interface Integration (UII) actions and calls; create an action call; manage connections by using Connection Manager, Global Manager, and debugger

Implement hosted controls - Create hosted controls, implement toolbars, identify and declare common events, implement window navigation rules, create and configure default and specific rules, implement data and replacement parameters

Configure server-side synchronization - Manage USD sessions, configure user settings and options, create agent scripts, identify debugger capabilities and components, view page data and parameters in the debugger

Manage Dynamics Field Service and the Interactive Services Hub

Install and configure Dynamics 365 Field Service - Plan a Field Service implementation; identify Field Service security roles and administration tasks; view and configure the schedule board; implement the schedule assistant; identify work order relationships; identify accounts, incident types, and service task types; identify agreement options; configure agreement bookings and invoices

Manage the Field Service mobile app and other Field Service features - Identify features and limitations of the mobile app, configure the Field Service mobile app, review customer assets, manage the purchase order process, manage inventory, process returns

Read more ...

Interested? See prices or call 0720-880599

On this course, you'll sit the following exam on-site. This is covered by your Certification Guarantee.

MB2-718 - Microsoft Dynamics 365 for Customer Service

  • Technology: Microsoft Dynamics 365 Enterprise
  • Credit toward certification: MCP, MCSE

Skills measured:

  • Manage Cases, the Knowledge Base and the Interactive Service Hub (25% - 30%)
  • Manage Queues, Entitlements, and Service Level Agreements (SLAs) (25% - 30%)
  • Implement Service Management Analysis and Voice of the Customer Surveys (15% - 20%)
  • Manage Dynamics Field Service and the Interactive Services Hub (15% - 20%)

Language: English

Passing exam MB2-718 previously resulted in achieving the Microsoft Specialist: Dynamics 365 for Customer Service certification.

Microsoft retired the Specialist credential on 31 March, 2017. The exams remain available and where applicable will count towards the relevant existing MCSA, MCSE or MCSD certification.

Read more ...

Interested? See prices or call 0720-880599

As Firebrand are a Microsoft Learning Partner, you'll be taught using these official resources

  • Microsoft Certified Trainer (MCT)
  • Microsoft official practice tests

You'll also have access to:

  • Firebrand Courseware

Firebrand Training offers top-quality technical education and certification training in an all-inclusive course package specifically designed for the needs and ease of our students. We attend to every detail so our students can focus solely on their studies and certification goals.

Our Accelerated Learning Programmes include:

  • Intensive Hands-on Training Utilising our (Lecture | Lab | Review)TM Delivery
  • Comprehensive Study Materials, Program Courseware and Self-Testing Software including MeasureUp *
  • Fully instructor-led program with 24 hour lab access
  • Examination vouchers **
  • On site testing ***
  • Accommodation, all meals, unlimited beverages, snacks and tea / coffee****
  • Transportation to/from designated local railway stations
  • Examination Passing Policy

Our instructors teach to accommodate every student's learning needs through individualised instruction, hands-on labs, lab partner and group exercises, independent study, self-testing, and question/answer drills.

Firebrand Training has dedicated, well-equipped educational facilities where you will attend instruction and labs and have access to comfortable study and lounging rooms. Our students consistently say our facilities are second-to-none.

Firebrand goes digital

We’re currently migrating from printed to digital courseware. Some courseware is already available in digital, while other books remain in printed form. To find out if this course is digital, call us on 0720-880599.

There are several benefits of easy-to-use digital courseware: downloads are immediate, and you’ll always have your courseware available wherever you are. You won’t need to wait for a printed book to be delivered before you start learning – and it’s better for the environment. You can choose to download the courseware to your own device, or borrow one of ours.

Considering a Microsoft course? Always have the most up-to-date Microsoft digital courseware with ‘Fresh Editions’. This gives you access to all versions of digital courseware – you’ll receive updates and revisions of your textbook, at no charge, for the life of that course.

Examination Passing Policy

Should a student complete a Firebrand Training Program without having successfully passed all vendor examinations, the student may re-attend that program for a period of one year.  Students will only be responsible for accommodations and vendor exam fees.

Please note

  • * Not on all courses
  • ** Examination vouchers are not included for the following courses: PMI, GIAC and CISSP CBK Review
  • *** On site testing is not included for our PMI, GIAC, (ISC)2, CREST, CSX Practitioner or ITIL Managers and Revision Certification Courses
  • **** Accommodation not included on the CISSP CBK Review Seminar

Read more ...

Interested? See prices or call 0720-880599

Before attending this course, it is recommended that you have the following skills and experience:

  • Basic experience using Windows applications
  • Knowledge of basic sales, marketing, and customer service roles in a business
  • A working knowledge of how to use Microsoft Dynamics CRM 2013 and/or 2015
  • Basic understanding of Microsoft SQL Server and relational database functionality ideal
  • Some knowledge of common Microsoft Dynamics CRM record types
  • Completed Microsoft Dynamics CRM 2013 applications training or have the equivalent knowledge

Unsure whether you meet the prerequisites?

Don’t worry - we’ll discuss your technical background, experience and qualifications to determine whether this accelerated course suits you.

Just call us on 0720-880599 and speak to one of our enrolment consultants.

Firebrand is an immersive environment and requires commitment. Some prerequisites are simply guidelines; you may find your unique experience, attitude and determination enables you to succeed on your accelerated course.

Interested? See prices or call 0720-880599

When

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19.2.2018 (Monday)

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25.6.2018 (Monday)

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6.8.2018 (Monday)

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29.10.2018 (Monday)

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10.12.2018 (Monday)

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Reviews

Here's the Firebrand Training review section. Since 2001 we've trained exactly 67.286 students and asked them all to review our Accelerated Learning. Currently, 96.65% have said Firebrand exceeded their expectations.

Read reviews from recent accelerated courses below or visit Firebrand Stories for written and video interviews from our alumni.


"Firebrand is a great bootcamp, where you can learn a lot and get very useful certifications. "
Adela Toma, Bearing Point. - Microsoft MCSE: Business Intelligence (SQL Server) (6 days) (19.3.2018 to 24.3.2018)

"Perfect training!"
P. E.. - Microsoft Upgrading your skills to MCSA Windows Server 2016 (3 days) (4.12.2017 to 6.12.2017)

"A high tempo and lots to learn from a great instructor. Thanks for helping me pass the exam in a quick tempo."
Seth Lindholm, Advitum AB (SWEDEN). - Microsoft MCSA: Office 365 (5 days) (21.11.2016 to 25.11.2016)

"The trainer is an excellent instructor who manages to clearly elucidate even the more arcane aspects of Windows Powershell and the infrastructure required for the higher level concepts of the subject matter, e.g. federation services and active directory synchronization. His enthusiasm as an instructor and his humor helped to make the long and intense days go by more quickly. I would definitely work with him again."
Oliver Whisonant, GECO Deutschland GmbH. - Microsoft MCSA: Office 365 (5 days) (21.11.2016 to 25.11.2016)

"It was really great experience."
Saurabh Jain, Cognizant. - Microsoft MCSA: Office 365 (5 days) (21.11.2016 to 25.11.2016)

"Good!"
Anand Bhopale. - Microsoft MCSA: Office 365 (5 days) (21.11.2016 to 25.11.2016)

"GOOD!"
Amit Tripathi, Software Architect . - Microsoft MCSA: Office 365 (5 days) (21.11.2016 to 25.11.2016)

"Very good."
Parikshit Kulkarni. - Microsoft MCSA: Office 365 (5 days) (21.11.2016 to 25.11.2016)

"Firebrand Training is very good training, it has good instructor, also good planning, materials and location."
Anonymous - Microsoft MCSA: Windows Server 2012 R2 (9 days) (26.5.2014 to 2.6.2014)

"Great experience and learned quite a bit. What I did already know was also reinforced."
Reuben Phillips , Transport for London. - Microsoft MTA Software Development Fundamentals (2 days) (10.5.2018 to 11.5.2018)

"Training - intense but we had a knowledgeable trainer and a lot of time for questions if required Accommodation - personally, I find excellent and the food is very welcome after a long day Staff - all staff are very helpful and on hand for any concerns/queries. Instructor - excellent and although the course was accelerated, he applied knowledge well and had a lot of time for candidates whether groups or face to face. "
Dod Frieslick, Firebrand Training. - Microsoft MTA Software Development Fundamentals (2 days) (10.5.2018 to 11.5.2018)

"I feel that although the learning was quick paced, there was sufficient time and materials or extra online resources given to self study in areas of knowledge that I needed more development in."
Venessa Cox, Firebrand. - Microsoft MTA Software Development Fundamentals (2 days) (10.5.2018 to 11.5.2018)

"Great facilities to study, a lot easier to concentrate with food, bed and drinks right around the corner."
Peter Van Ginkel, VWPFS. - Microsoft MCSA: Windows Server 2016 (11 days) (19.4.2018 to 29.4.2018)

"Totally brutal but completely do-able."
Dominic Hogg, Brightsolid. - Microsoft MCSA: Windows Server 2016 (11 days) (19.4.2018 to 29.4.2018)

"I attended the MCSA Server 2016 course with the view of taking the exams to gain the qualification, which would be my second MCSA at Firebrand. I feel I have the resources and knowledge to attain this soon, thanks to the course."
Mason Goddard, Redriff Primary. - Microsoft MCSA: Windows Server 2016 (11 days) (19.4.2018 to 29.4.2018)

"The course was very well presented. The instructor took the class at the speed of the class instead of trying to rush through everything. He was always willing to stay late and offer support on any areas required. Great course and great tutor."
Rhys Jupp, Hilton Foods UK. - Microsoft MCSA: Windows 10 (6 days) (9.4.2018 to 14.4.2018)

"Training was a nice mix of theory and practical in the form of labs, instructor humorous but very knowledgeable making the experience more enjoyable with plenty of resources available. "
S.C.. - Microsoft Windows 10 (6 days) (9.4.2018 to 14.4.2018)

"The instructor goes over and beyond with with his students whatever there skill set is. Enthusiastic, knowledgeable and passionate. His energy has rubbed off on me and makes me want to continue studying."
N.B., NDBIT. - Microsoft MCSA: Office 365 (5 days) (9.4.2018 to 13.4.2018)

"Firebrand provides fast track IT education paired with high skilled teachers with real life experience in the areas they teach. This gives another dimension to the courses substance and validity. Highly recommended if you are looking at expanding your knowledge and career possibilities."
Anton Viberg, Enzure AB. - Microsoft MCSA: Office 365 (5 days) (9.4.2018 to 13.4.2018)

"It is definitely intense and quite hard but its worth it. "
Mohammed Saeed, Joseph Chamberlain College birmingham. - Microsoft MTA Networking, Security & Windows Server Administration (6 days) (9.4.2018 to 14.4.2018)

"Clear and concise, with practical lab examples."
M.W., TfL. - Microsoft MTA: Windows Server Administration Fundamentals (2 days) (9.4.2018 to 10.4.2018)

"My experience at the Firebrand Training Centre has been comfortable. The environment is peaceful which aids concentration and thinking. Food is good with a variety and range that also meets my dietary requirements. "
P.A., Firebrand. - Microsoft Programming in C# (4 days) (3.4.2018 to 6.4.2018)

"I think the instructor has done really well to deliver a course which is technically demanding. He has a good way of breaking complex theory down to simple terms. "
Anonymous - Microsoft Programming in C# (4 days) (3.4.2018 to 6.4.2018)

"- Trainer was excellent, very knowledgeable and good at explaining concepts, very helpful when it came to clarifying things. - While the days were long, the frequent breaks ensured concentration could be maintained (infinite coffee also helped with this!) - Accommodation was excellent - Food and drink were excellent! Excellent variety of food on offer, and different food every day. - Wide range of facilities at Wyboston Lakes, and the lake is great for a walk after a long training session."
Anonymous - Microsoft MTA Software Development Fundamentals (2 days) (26.3.2018 to 27.3.2018)

"Great course, very informative. We had a great instructor who has had practical experience. Lots of time spent with face-to-face instruction. Hands on material that we were able to work with as well. Really enjoyed my time here and will recommend to other colleagues as well. As an added bonus the food was great too!"
C.H.. - Microsoft MTA Software Development Fundamentals (2 days) (26.3.2018 to 27.3.2018)

"I love the bootcamp format (tried other training provider that only deliver 9:00 am to by 5:00 pm just wont work)!"
Melody Lam. - Microsoft MCSA: SQL Server 2016 - Business Intelligence Development (5 days) (12.3.2018 to 16.3.2018)

"Excellent speedy and professional learning environment. Knowledge on subject matter for the course superb by instructor."
Fredrik Olander, Max Matthiessen. - Microsoft MCSA: SQL Server 2016 - Business Intelligence Development (5 days) (12.3.2018 to 16.3.2018)

"Having never had any working experience on any SQL Server product, I enrolled on this course. The accelerated nature and the efficient way the course was presented helped me absorb the concepts. I am over the moon to have passed my very first Microsoft exam at Firebrand!"
Gordon Hepburn , Kerry. - Microsoft MCSA: SQL Server 2016 - Business Intelligence Development (5 days) (12.3.2018 to 16.3.2018)

"Highly focused training with experienced teacher and great documentation. "
Alfredo Hidalgo Iglesias, BYG. - Microsoft MCSA: SQL Server 2016 - Business Intelligence Development (5 days) (12.3.2018 to 16.3.2018)

"My first experience of Firebrand, training was fantastic, instruction as just the right combination of talking, demonstrating and practical work. Definitely recommend."
Tom Odell, BUUK Infrastructure. - Microsoft Programming in HTML5 with JavaScript and CSS3 (3 days) (10.3.2018 to 12.3.2018)

"Excellent venue, resources and friendly staff. Thank you! Excellent venue, that is accessible and very close to perfect accommodation."
Christopher Harvey, Grafton Merchenties GB. - Microsoft MCSA: SQL Server 2016 - Database Administration (6 days) (5.3.2018 to 10.3.2018)

"Great way to learn x2 faster in a complete learning bubble A* I choose Firebrand to give me accelerated learning, certification and real world experience through the excellent trainers. Thank you Firebrand."
Roy Casana, Designated . - Microsoft MCSA: SQL Server 2016 - Database Administration (6 days) (5.3.2018 to 10.3.2018)

"Excellent facilities, and a world class trainer who went out of his way to delivery the course and more. I would consider doing another Firebrand course."
Tim Harborne, Carillionarmey. - Microsoft MCSA: SQL Server 2016 - Database Administration (6 days) (5.3.2018 to 10.3.2018)

"The trainer was excellent, as he was very informative, friendly and patient. I do wish that there was more time for the course, because I found it difficult to process such a vast amount of information, in such a short space of time."
Anonymous - Microsoft MTA Database Fundamentals (2 days) (8.3.2018 to 9.3.2018)

"The instructor was a very interactive and enjoyable tutor. His vast knowledge was clear and he explained everything in great detail."
J.H., Lloyds Banking Group. - Microsoft MTA Database Fundamentals (2 days) (8.3.2018 to 9.3.2018)

"At the beginning of the course, I had very little knowledge but feel as though I have learn a lot in a short space of time."
Anonymous - Microsoft MTA Database Fundamentals (2 days) (8.3.2018 to 9.3.2018)

"Great teacher"
A.N., Lloyds banking group . - Microsoft MTA Database Fundamentals (2 days) (8.3.2018 to 9.3.2018)

"At the beginning of the course, I had very little knowledge but feel as though I have learnt a lot in a short space of time."
Anonymous - Microsoft MTA Database Fundamentals (2 days) (8.3.2018 to 9.3.2018)

"Great course and tutor who was very enthusiastic and helpful."
Anonymous - Microsoft MTA Database Fundamentals (2 days) (8.3.2018 to 9.3.2018)

"Concise and highly informative, with a combination of clear theoretical and practical examples."
M.W., Transport for London. - Microsoft MTA Software Development Fundamentals (2 days) (19.2.2018 to 20.2.2018)

"Very useful and insightful course!"
Rhys Banton-Laing, Schroders. - Microsoft MTA Software Development Fundamentals (2 days) (19.2.2018 to 20.2.2018)

"Firebrand courses are accelerated and intensive but worth the effort. The Instructors do a very excellent job of ensuring all aspects of the course are covered"
Luis Gallagher-Munhica, Comp Consult Ltd. - Microsoft MTA Software Development Fundamentals (2 days) (19.2.2018 to 20.2.2018)

"A fantastic intensive course that will cover installation and configuration. Don''t expect it to be easy but DO expect it to be informative. Our instructor balanced real-world examples alongside the theoretical that enabled key technologies to simply Click. With sufficient pre-study this course would be the icing on the cake, as-it-were, and be a gateway into Microsoft certification. Recommended."
Robert Walker. - Microsoft MCSA: Windows Server 2016 (11 days) (8.2.2018 to 18.2.2018)

"It was great to be in an environment with minimal distractions to enable me to achieve the objectives of this course so quickly. The staff are all very friendly and helpful and the accommodation is clean and comfortable. The food was excellent and the training rooms were well equipped with modern equipment."
J.C., James T. Blakeman & Co. Ltd.. - Microsoft MCSA: Windows Server 2016 (11 days) (8.2.2018 to 18.2.2018)

"Training was great as usual. Feeling very prepared for my exam. Thanks to the instructor for all the great training, and to Firebrand once again."
Kristian Ward, Switch Networks Ltd. - Microsoft MCSA: Windows Server 2016 (11 days) (8.2.2018 to 18.2.2018)

"Firebrand has delivered another great course at Wyboston and honestly Ive learnt so much while being on this course its almost unreal. The last module has blown my mind with its depth. I definitely recommend this course to anyone who is starting their IT journey. Also OPS were awesome "
Steven Rincon. - Microsoft MCSA: Windows Server 2016 (11 days) (8.2.2018 to 18.2.2018)

"As long a you can handle the fierceness of the course, I would recommend this to any one who just wants to get on!"
Simon Fenwick, Staysure. - Microsoft MCSA: Windows Server 2016 (11 days) (8.2.2018 to 18.2.2018)

"My best approach to rapid learning. Home studying is too slow and lacks discipline for me and time available. Would rather pay the premium, sleep little, get an awesome trainer, get the skills and then make money from the investment. Thanks Firebrand!"
Roy Casella, Designated. - Microsoft MCSA: Office 365 (5 days) (22.1.2018 to 26.1.2018)

"VERY (and that''s in capital letters!) intense training course, but very worthwhile. I took the training course to get in-depth knowledge of Office365, but ended up passing the exam, with an MCP, even when I didn''t intend to take the exams."
John Oliver, Frontline Consultancy. - Microsoft MCSA: Office 365 (5 days) (22.1.2018 to 26.1.2018)

"My Firebrand experience has been, as always, great. I really enjoy it here, all the late nights and worrying are all part of the fun!"
Timothy Farmer. - Microsoft MCSA: Office 365 (5 days) (22.1.2018 to 26.1.2018)

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