Customer Service in Microsoft Dynamics CRM - 80545 Course Outline
This course is designed for customers who are interested in learning CRM 2013 or CRM 2015. It covers the new features in CRM 2015, but also the important capabilities of Microsoft Dynamics CRM in general.
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.
Additionally, this course guides you through the process of working with your customers in Microsoft Dynamics CRM, 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.
This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 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.
Before attending this course, students must have:
General knowledge of Microsoft Windows
General knowledge of Microsoft Office
An understanding of Customer Relationship Management solution processes and practices
At Course Completion
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.
Module 1: Introduction
Microsoft Dynamics CRM includes a comprehensive set of features that increases the efficiency of customer service operations. This module introduces Microsoft Dynamics CRM Customer Service terminology and customer scenarios that the Customer Service module might be used. The module discusses the basic components of case management, and works with the knowledge base, queues, and service contracts. The module also provides an overview of service scheduling and service management.
Customer Service Entities and Record Types
Module 2: Cases
Customer service is important to a customer relationship management strategy. Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module discusses cases and how the cases can be used together in service management functions.
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
Most customer service organizations use a knowledge base to provide customer service representatives (CSRs) with the information that they must have to answer questions about a product or service. In Microsoft Dynamics CRM, the Knowledge Base provides a central repository for an organization's information, stored as Articles and organized by Subject.
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
A queue is an area that is used to organize and store activities and work items that are waiting to be processed. A queue is also used for activities and work items that are currently being worked on. Microsoft Dynamics CRM includes queuing and workflow tools to improve how incoming requests for sales, marketing, and customer service are handled.
Lab : Create and Manage Queues
Create a New Public Queue for Incoming Questions
Module 5: Contracts
Microsoft 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.
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
In Microsoft Dynamics CRM, many methods are available to analyze and report Service Management information. By default, several reports are available, and this includes the “Case Summary Table” report. This report is discussed in this module.
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
This module provides an overview of the service scheduling features of Microsoft Dynamics CRM. The organizations that use service scheduling require a complex combination of resources. Service scheduling considers the availability of employees, facilities, and equipment to make sure that the resources are available to deliver service activities for customers.
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.
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