Customer Service in Microsoft Dynamics CRM

Course details

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

Objectives

After completing this course, students will be able to:

• Identify the key set of terms, phrases and elements to effectively work with Customer Service Scenarios and Terminology
• Recognize why cases are the fundamental record type in service management, and represent a single incident of service.
• Use Queues to organize and store Activities and Cases that are waiting to be processed.
• Effectively search the Knowledge Base to access a repository of informational articles used to assist customer service representatives in the resolution of cases.
• Utilize Contract Management to specify the amount of support services a customer is entitled to.
• Use reporting functionality to gain insight into trends, performance, and identifying opportunities and potential issues.
• Practice Goal Management features to establish and track progress against target values for key performance indicators.
• Use the Service scheduling functionality and how it is designed to assist organizations when providing services that require complex combinations of resources.

Prerequisites

Module

• Module 1: Introduction
• Module 2: Cases
• Module 3: Knowledge Base
• Module 4: Queue Management
• Module 5: ContractsMicrosoft 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.
• Module 6: Analysis, Reports and Goals
• Module 7: Service Scheduling