Customer Service in Microsoft Dynamics CRM 2013 Training

• 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

• Customer service representatives
• Customer service consultants
• Service schedulers
• Administrators
• Office managers
• Authorities willing to gain fundamental knowledge of the application functionality

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