Customer Service in Microsoft Dynamics CRM 2013 Training

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Customer Service in Microsoft Dynamics CRM 2013 training guides on the automation of business processes to drive customer satisfaction. Participants will learn about the customer service entities and the process of working on case records. The course provides insight into the creation and usage of knowledge base including queue management and contracts. During MS Dynamics CRM training the learners will also develop capabilities related to analysis and service scheduling.

By the end of the training, you will inculcate the following skills:

  • Familiarity with customer service terminology, operations, scenarios, and record types
  • Determine how to create a new case and use it for resolution process and other activities affecting the knowledge base
  • Perform different operations with Knowledge Base article templates and manage the articles in a way to help resolve cases
  • Effectively use queue management for improving requests for sales, marketing, and customer service
  • Use contracts with different record types to manage services and functions
  • Practice reporting functionality to identify trends, performances and potential issues
  • Use Goal Management feature to track the progress against the set targets
  • Utilize Service scheduling functionality to manage service activities around complex combinations of resources
Target audience
  • Customer service representatives
  • Customer service consultants
  • Service schedulers
  • Administrators
  • Office managers
  • Authorities willing to gain fundamental knowledge of the application functionality

This training is intended for the candidates having knowledge of Microsoft Windows, Microsoft Office, and understanding of CRM practices.

Course 80545A: Customer Service in Microsoft Dynamics CRM 2013

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

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