Description
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.
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
- Some basic experience using Windows applications
- Knowledge of basic sales, marketing, and customer service roles in a business
- Some knowledge of common Microsoft Dynamics CRM record types is preferred
What are the prerequisites to consume this course?
Module 01: Introduction to Service Management
- Customer Scenarios
- Basic Record Types
Module 02: Case Management
- Create New Case Records
- Case Form
- Case Lists and Views
- Search Case Records
- Convert Cases from Activities
- Case Resolution Process
- Case Routing Rules
- Parent Child Cases
- Merge Cases
Module 03: Knowledge Base
- Article Templates
- Working with Article Templates
- Format New Knowledge Base Articles
- The Knowledge Base Life Cycle
- Using and Searching the Knowledge Base
- Use Knowledge Base Articles to Resolve Cases
- Email Knowledge Base Articles
Module 04: Queue Management
- Queue Types
- Create and Maintaining Queues
- Practice: Add a Case to a Queue
- Add Cases and Activities to Queues
- Queue Items
- Queue Items: Release and Remove
- Queue Item Details
- Case Routing
Module 05: Service Level Agreements
- Service Level Agreements
- Service Level Agreement Types
- Standard Service Level Agreements
- Service Level Agreements On Demand
- Manage Cases with Service Level Agreements
Module 06: Entitlements
- Entitlement Templates
- Create Entitlements
- Entitlement Channels
- Apply Entitlements to Cases
- Associate Products
- Associate Service Level Agreements
- Entitlement Lifecycle
Module 07: Interactive Service Hub
- Multi Stream Dashboards
- Single Stream Dashboards
- Manage Queues and Cases from Streams
- Create Interactive Dashboards
Module 08: Unified Service Desk
- Unified Service Desk Overview
- Integrated Agent Desktop
Module 09: Customer Service Analysis
- Service Dashboards
- PowerBI Dashboards
- Report Design
- Charts Design
- Goal Management Components
- Define Goals
Module 10: Voice of the Customer
- Voice of the Customer
- Voice of the Customer Across the Enterprise
- Survey Formatting
- Invitation and Action
- Distribution
- Survey Responses
Module 11: Customer Portal
- Customer Portal
- Benefits of the Customer Portal
Module 12: Field Services
- What is Field Services
- Field Service Capabilities
- Field Service Across the Enterprise
- Field Service Resources
- Work Orders
- Inventory Management
- Field Service Analysis
- CRM