Live Chat
Monday - Friday 8am - 6pm EST Chat Now
Contact Us
Monday - Friday 8am - 8pm EST 1-866-716-6688 Other Contact Options
Checkout

Cart () Loading...

    • Quantity:
    • Delivery:
    • Dates:
    • Location:

    $

Customer Service in Microsoft Dynamics CRM 2015 (80710)

New – Learn to use Microsoft Dynamics CRM features to manage standard business processes.

GK# 6731

Course Overview

TOP

This course will focus on the Microsoft Dynamics CRM features used to manage standard business processes, such as sales, marketing, and service. This course will cover how to track and manage the sales process from potential to close, how to get insight on sales process information, and how to nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM. It also introduces the tools available to analyze and report on sales, service, and marketing information. 

Additionally, this course guides you through the process of working with your customers in Microsoft Dynamics CRM, including resolving customer complaints and services issues cost effectively and providing 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.

Schedule

TOP
  • Delivery Format:
  • Date:
  • Location:
  • Access Period:

$

What You'll Learn

TOP
  • Gain a general understanding of marketing lists
  • Identify when to use a quick campaign
  • Capture and manage campaign responses
  • Create and manage sales goals for individuals, teams, and the organization
  • Configure fiscal periods
  • 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 understand how it is designed to assist organizations when providing services that require complex combinations of resources

Prerequisites

TOP

Students should possess: 

  • General knowledge of Microsoft Windows
  • General knowledge of Microsoft Office, in particular Microsoft Outlook
  • An understanding of Customer Relationship Management solution processes and practices

Who Should Attend

TOP

This course is intended for business or technical decision-makers, sales representatives, administrators, office managers, and other individuals who need to improve internal business processes by implementing the Microsoft Dynamics CRM application and platform in their organizations and need a foundational understanding of the application functionality.

Course Delivery

This course is available in the following formats:

Classroom Live

Receive face-to-face instruction at one of our training center locations.

Duration: 1 day

Virtual Classroom Live

Experience expert-led online training from the convenience of your home, office or anywhere with an internet connection.

Duration: 1 day

Classroom Live

Receive face-to-face instruction at one of our training center locations.

Duration: 1 day

Virtual Classroom Live

Experience expert-led online training from the convenience of your home, office or anywhere with an internet connection.

Duration: 1 day

Request this course in a different delivery format.
Enroll