80545: Customer Service in Microsoft Dynamics CRM 2013 Training in Annapolis
We offer private customized training for groups of 3 or more attendees.
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Course Description |
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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.
Course Length: 1 Days
Course Tuition: $490 (US) |
Prerequisites |
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Before attending this course, students must have: General knowledge of Microsoft Windows General knowledge of Microsoft Office An understanding of Customer Relationship Management solution processes and practices |
Course Outline |
Module 1: Introduction Microsoft Dynamics CRM includes a comprehensive set of features that increases the efficiency of customer service operations. This module introduces Microsoft Dynamics CRM Customer Service terminology and customer scenarios that the Customer Service module might be used. The module discusses the basic components of case management, and works with the knowledge base, queues, and service contracts. The module also provides an overview of service scheduling and service management. Lessons
After completing this module, students will be able to:
Module 2: Cases Customer service is important to a customer relationship management strategy. Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module discusses cases and how the cases can be used together in service management functions. Lessons
Lab: Case Resolution Processing
After completing this module, students will be able to:
Module 3: Knowledge Base Most customer service organizations use a knowledge base to provide customer service representatives (CSRs) with the information that they must have to answer questions about a product or service. In Microsoft Dynamics CRM, the Knowledge Base provides a central repository for an organization’s information, stored as Articles and organized by Subject. Lessons
Lab: Managing Knowledge Base Articles
After completing this module, students will be able to:
Module 4: Queue Management A queue is an area that is used to organize and store activities and work items that are waiting to be processed. A queue is also used for activities and work items that are currently being worked on. Microsoft Dynamics CRM includes queuing and workflow tools to improve how incoming requests for sales, marketing, and customer service are handled. Lessons
Lab: Create and Manage Queues
After completing this module, students will be able to:
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
Lab: Resolving a Case with a Contract
After completing this module, students will be able to:
Module 6: Analysis, Reports and Goals In Microsoft Dynamics CRM, many methods are available to analyze and report Service Management information. By default, several reports are available, and this includes the “Case Summary Table” report. This report is discussed in this module. Lessons
Lab: Goals and Goal Metrics
After completing this module, students will be able to:
Module 7: Service Scheduling This module provides an overview of the service scheduling features of Microsoft Dynamics CRM. The organizations that use service scheduling require a complex combination of resources. Service scheduling considers the availability of employees, facilities, and equipment to make sure that the resources are available to deliver service activities for customers. Lessons
Lab: Schedule a Service by Using a Same-Site Requirement
After completing this module, students will be able to:
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