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80545 Customer Service in Microsoft Dynamics CRM 2013

Course Objectives

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.

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.

Course Outline

Module 1: Introduction
Customer Scenarios
Customer Service Entities and Record Types
Module 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
Lab : Case Resolution Processing
Create a case
Associate a phone call with the case
Resolve the case
Module 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
Lab : Managing Knowledge Base Articles
Create, Submit, and Publish a Knowledge Base Article.
Module 4: Queue Management
Queue Management
Lab : Create and Manage Queues
Create a New Public Queue for Incoming Questions
Module 5: Contracts
Contracts and Contract Templates
Creating and Working with Contracts
Using Contracts with Cases
Lab : Resolving a Case with a Contract
Create a Contract Template
Create a Contract using a Contract Template
Open a case and associate a contract
Create and Close an Appointment Activity a With the Case
Resolve the Case
Module 6: Analysis, Reports and Goals
Customer Service Reports
Customer Service Charts and Dashboards
Customer Service Goals and Metrics
Lab : Goals and Goal Metrics
Modify a Goal Metric to Include in-Progress Cases
Module 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
Lab : Schedule a Service by Using a Same-Site Requirement


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