Course 80545A: Customer Service in Microsoft Dynamics CRM 2013
- 1: Introduction
- 2: Cases
- 3: Knowledge Base
- 4: Queue Management
- 5: Contracts
- 6: Analysis, Reports and Goals
- 7: Service Scheduling
1: Introduction
- Customer Scenarios
- Customer Service Entities and Record Types
2: Cases
- 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
3: Knowledge Base
- Article Templates
- Creating, Approving and Publishing Articles
- Using and Searching the Knowledge Base
- Cases and Knowledge Base Articles
- Sending Knowledge Base Articles
4: Queue Management
- Queue Management
5: Contracts
- Contracts and Contract Templates
- Creating and Working with Contracts
- Using Contracts with Cases
6: Analysis, Reports and Goals
- Customer Service Reports
- Customer Service Charts and Dashboards
- Customer Service Goals and Metrics
7: Service Scheduling
- 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