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Customer Service in Microsoft Dynamics CRM 2016 (80887)

New – Learn how an organization can facilitate customer satisfaction through the automation of business processes.

GK# 6737

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Course Overview

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The Microsoft Dynamics CRM Customer Service course focuses on how an organization can nurture customer satisfaction through automation of business processes. It provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2016. 
 
The Customer Service course guides you through the process of working with your customers in Microsoft Dynamics CRM 2016, including resolving customer complaints and service issues cost effectively and providing insight on managing all related correspondence, documents, contacts, and conversations. This course demonstrates the rich and relevant view of customers that provides your team with actionable insights, including the use of knowledge management in a centralized knowledge base.

Schedule

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  • Delivery Format:
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Outline

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Virtual Classroom Live Outline

Module 1: Key Take Away 

Module 2: Case Management

  • Create New Case Records
  • Default Case Form
  • Case Lists and Views
  • Search for Case Records
  • Convert Activities to Cases
  • Business Process Flows
  • Case Resolution Process
  • Case Routing Rules
  • Parent/Child Cases
  • Merge Cases 

Module 3: Knowledge Base

  • Article Templates
  • Create and Maintain Article Templates
  • Format Knowledge Base Articles
  • Create Knowledge Base Articles
  • Show Me: Knowledge Base Life Cycle
  • Search Articles
  • Use Knowledge Base Articles to Resolve Cases
  • Attach Knowledge Base Articles to Emails 

Module 4: Queue Management

  • System and Personal Queues
  • Create and Maintain Queues
  • Add Cases and Activities to Queues
  • Queue Items: Work On
  • Queue Items: Release and Remove
  • Queue Item Details
  • Case Routing 

Module 5: Service Level Agreements

  • Create Service Level Agreements (SLAs)
  • Show Me: Manage Cases with SLAs
  • Service Level Agreement Types
  • Standard SLAs
  • Enhanced SLAs
  • SLAs On-Demand
  • Manage Cases with SLAs 

Module 6: Entitlements

  • Entitlements and Entitlement Templates
  • Create New Entitlements
  • Entitlement Channels
  • Apply Entitlements to Cases
  • Show Me: Apply Entitlements to Cases
  • Associated Products
  • Associate Service Level Agreements and Entitlements
  • Activate Entitlements
  • Show Me: Entitlement Lifecycle 

Module 7: Interactive Service Hub

  • Multi-Stream Dashboards
  • Single-Stream Dashboards
  • Manage Queues and Cases from Streams
  • Create Interactive Dashboards 

Module 8: Unified Service Desk

  • Unified Service Desk Over
  • Integrated Agent Desktop

Module 9: Service Management Analysis

  • Work with Service Dashboards
  • PowerBI Service Dashboards
  • Work with Service Reports
  • Work with System Charts for Cases
  • Understand Service Metrics and Goals
  • Create Monthly Goals for Cases 

Module 10: Voice of the Customer

  • Voice of the Customer
  • Voice of the Customer across the Enterprise
  • Invitation and Action 

Module 11: Customer Portal

  • What is Field Services?
  • Field Service Industries
  • Field Service Capabilities
  • Field Service Resources
  • Schedule Management
  • Inventory Management
  • Demonstration: Field Service
  • Field Service Analysis

Who Should Attend

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This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2016 in their organization. The training is intended for customer service representatives, service schedulers, administrators, office managers, CEOs, and consultants who want to gain foundational knowledge of the application functionality.

Course Delivery

This course is available in the following formats:

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

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.
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