Niche
CRM2013

Customer Service in Microsoft Dynamics CRM 2013
(Microsoft Training Course: 80545) - 1 day - £475 exc VAT

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 May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr 
London (Tabernacle St) Centre EC2   26          
London International House Centre E1W  15    04       


> Target Audience
This course focuses on how an organization can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM 2013. It is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2013 in their organization.
> Course outline
  1. Introduction
  2. Cases
  3. Knowledge Base
  4. Queue Management
  5. Contracts
  6. Analysis, Reports and Goals
  7. Service Scheduling


Module 1: Introduction
  • Customer Scenarios
  • Customer Service Entities and Record Types
Skills
  • Understand and explain the basic record types utilized by the Customer Service functionality of Microsoft Dynamics CRM.
  • Provide examples of customer scenarios where the Customer Service capabilities of Microsoft Dynamics CRM can be applied.
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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
Skills
  • Discuss the steps that are required to create a new case.
  • Explain the case to resolution process and how it can be used effectively.
  • Examine the effect of the activities and the procedures that are used for the knowledge base.
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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.
Skills
  • Create, activate, deactivate, and delete Knowledge Base article templates.
  • Examine the complete process to create, edit, and publish Knowledge Base articles.
  • Search for Knowledge Base articles through the Workplace, Service Area, and Advanced Find.
  • Search Knowledge Base articles from a case record.
  • Use Knowledge Base articles to help resolve cases.
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Module 4: Queue Management
  • Queue Management
  • Lab: Create and Manage Queues
  • Create a New Public Queue for Incoming Questions
Skills
  • Explain the differences and the details of Default/System Queues and Personal Queues.
  • Create and maintain Queues and Queue Items.
  • Work with Routing Queue items. This includes Adding, Working on, and Releasing.
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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
Skills
  • Understand and explain the components of contracts.
  • Create and manage contract templates.
  • Create and manage contracts.
  • Understand the role of contract lines and add contract lines to a contract.
  • Associate contracts with cases and understand the case resolution process when contracts are used.
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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
Skills
  • Work with the preconfigured service management reports.
  • Build personal and system charts and dashboards to provide insight into important service management information.
  • Use the Goal Management features to create and manage goals for service management.
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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
  • Create a Service Activity based on a Same-Site Requirement Service.
Skills
  • Explain common scenarios where the Scheduling Module can apply.
  • Define the context of the basic elements of the Scheduling Module.
  • Identify the important role and of the Service Activity Scheduling Engine and Scheduling Process.
  • Show how to create and modify Services and Selection Rules for the resources that are required to perform a service activity.
  • Include customer preferences when service activities are scheduled.
  • Describe how important sites are, and how to associate resources to a site. Also describe how to enforce same-site restrictions on a resource selection rule.
  • Configure resources and build selection rules to perform capacity scheduling.
  • Describe how to create and manage service activities.
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> Pre-Requisites
Before attending this course, students must have the following pre-requisites:
  • General knowledge of Microsoft Windows
  • General knowledge of Microsoft Office
  • An understanding of Customer Relationship Management solution processes and practices
> Purpose
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.