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Customer Service in Microsoft Dynamics CRM 2013 | Microsoft

1days
Training code
ms80545

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Module 1: Introduction

Lessons

  • Customer Scenarios
  • Customer Service Entities and Record Types

After completing this module, students will be able to:


  • Understand and explain the basic record types utilized by the Customer Service functionality of Microsoft Dynamics CRM.
  • Provide examples of customer scenarios where the Customer Service capabilities of Microsoft Dynamics CRM can be applied.

Module 2: Cases

Lessons

  • Creating Case Records
  • Understanding the Process Ribbon and Menu Options
  • Case Resolution, Canceling and Deleting
  • Assigning Case Records
  • Other Actions on Cases From Forms and Views
  • Working with the Subject Tree
  • Working with the Case List and Views

Lab : Case Resolution Processing

  • Create a case
  • Associate a phone call with the case
  • Resolve the case

After completing this module, students will be able to:


  • Discuss the steps that are required to create a new case.
  • Explain the case to resolution process and how it can be used effectively.
  • Examine the effect of the activities and the procedures that are used for the knowledge base.

Module 3: Knowledge Base

Lessons

  • Article Templates
  • Creating, Approving and Publishing Articles
  • Using and Searching the Knowledge Base
  • Cases and Knowledge Base Articles
  • Sending Knowledge Base Articles

Lab : Managing Knowledge Base Articles

  • Create, Submit, and Publish a Knowledge Base Article.

After completing this module, students will be able to:


  • Create, activate, deactivate, and delete Knowledge Base article templates.
  • Examine the complete process to create, edit, and publish Knowledge Base articles.
  • Search for Knowledge Base articles through the Workplace, Service Area, and Advanced Find.
  • Search Knowledge Base articles from a case record.
  • Use Knowledge Base articles to help resolve cases.

Module 4: Queue Management

Lessons

  • Queue Management

Lab : Create and Manage Queues

  • Create a New Public Queue for Incoming Questions

After completing this module, students will be able to:


  • Explain the differences and the details of Default/System Queues and Personal Queues.
  • Create and maintain Queues and Queue Items.
  • Work with Routing Queue items. This includes Adding, Working on, and Releasing.

Module 5: Contracts

Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module describes how contracts can be used together with other record types in Microsoft Dynamics CRM to help service and manage functions.

Lessons

  • Contracts and Contract Templates
  • Creating and Working with Contracts
  • Using Contracts with Cases

Lab : Resolving a Case with a Contract

  • Create a Contract Template
  • Create a Contract using a Contract Template
  • Open a case and associate a contract
  • Create and Close an Appointment Activity a With the Case
  • Resolve the Case

After completing this module, students will be able to:


  • Understand and explain the components of contracts.
  • Create and manage contract templates.
  • Create and manage contracts.
  • Understand the role of contract lines and add contract lines to a contract.
  • Associate contracts with cases and understand the case resolution process when contracts are used.

Module 6: Analysis, Reports and Goals

Lessons

  • Customer Service Reports
  • Customer Service Charts and Dashboards
  • Customer Service Goals and Metrics

Lab : Goals and Goal Metrics

  • Modify a Goal Metric to Include in-Progress Cases

After completing this module, students will be able to:


  • Work with the preconfigured service management reports.
  • Build personal and system charts and dashboards to provide insight into important service management information.
  • Use the Goal Management features to create and manage goals for service management.

Module 7: Service Scheduling

Lessons

  • Service Scheduling Scenarios
  • Service Scheduling Terminology
  • Service Scheduling Process
  • Resources, Services and Selection Rules
  • Include Customer Preferences
  • Understand Sites and Same-Site Requirements
  • Manage Business Closures
  • Explain the Service Activity Scheduling Engine
  • Working with Service Activities and the Service Calendar
  • Close, Cancel, or Reschedule a Service Activity

Lab : Schedule a Service by Using a Same-Site Requirement

  • Create a Service Activity based on a Same-Site Requirement Service.

After completing this module, students will be able to:


  • Explain common scenarios where the Scheduling Module can apply.
  • Define the context of the basic elements of the Scheduling Module.
  • Identify the important role and of the Service Activity Scheduling Engine and Scheduling Process.
  • Show how to create and modify Services and Selection Rules for the resources that are required to perform a service activity.
  • Include customer preferences when service activities are scheduled.
  • Describe how important sites are, and how to associate resources to a site. Also describe how to enforce same-site restrictions on a resource selection rule.
  • Configure resources and build selection rules to perform capacity scheduling.
  • Describe how to create and manage service activities.

This course focuses on how an organization can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM 2013.  This course provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2013. 


Additionally, this course guides you through the process of working with your customers in Microsoft Dynamics CRM 2013, including: resolution of customer complaints and services issues cost effectively, and provides insight on managing  all related correspondence, documents, contacts and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionable insights, including the use of knowledge management in a centralized knowledge base.


This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2013 in their organization. The training is intended for customer service representatives, service schedulers, administrators, office managers, CEOs, and consultants who want to gain foundational knowledge of the application functionality.


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