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Customer Service in Microsoft Dynamics CRM 2016 - 80887 Course Outline

 (3 days)
Version 365

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 resolution of customer complaints and service 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 contains modules and lessons from 80726: Customer Service in Microsoft Dynamics CRM 2016 as well as new modules and lessons covering Microsoft Dynamics CRM 2016.

Special Note to New Hampshire Residents
This course has not yet been approved by the State's Department of Education. Please contact us to get an update as to when the class should be available in New Hampshire.

What are the goals for this course?
Introduce the basic records types and business processes that are involved in the service module
Analyze how to use features such as queues and the knowledge base for case management and quicker resolution times
Explore the Interactive Service Hub to show how it can improve and speed up customer service
Engage in the customer portal to increase customer satisfaction
Evaluate the schedule board and proper resources assigned to field service tasks for an enhanced service scheduling process

Course Outline

Module 1: Introduction to Service Management

Module 2: Case Management

Module 3: Knowledge Base

Module 4: Queue Management

Module 5: Service Level Agreements

Module 6: Entitlements

Module 7: Interactive Service Hub

Module 8: Unified Service Desk

Module 9: Customer Service Analysis

Module 10: Voice of the Customer

Module 11: Customer Portal

Module 12: Field Services
View outline in Word


Attend hands-on, instructor-led Customer Service in Microsoft Dynamics CRM 2016 - 80887 training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of CRM Courses and select the one that's right for you.

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