Customer Service in Microsoft Dynamics CRM 2013

Enhance your organization's customer satisfaction and streamline operations by mastering the advanced CRM capabilities of Microsoft Dynamics CRM 2013, ideal for service schedulers and customer service managers.

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Essential Skills Gained

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Implement effective use of Customer Service scenarios and terminology.

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Utilize Case Management and knowledge base for service resolution.

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Manage contracts and service scheduling for optimized resource allocation.

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Analyze customer service performance with reporting and goal management.

Format

  • Instructor-led
  • 1 days with lectures and hands-on labs.

Audience

  • Customer Service Representatives
  • Service Schedulers
  • Administrators
  • CEOs

Description

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.

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Upcoming Course Dates

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Course Outline

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Module 1: Introduction

  1. Customer Scenarios

  2. Customer Service Entities and Record Types

Module 2: Cases

  1. Creating Case Records

  2. Understanding the Process Ribbon and Menu Options

  3. Case Resolution, Canceling and Deleting

  4. Assigning Case Records

  5. Other Actions on Cases From Forms and Views

  6. Working with the Subject Tree

  7. Working with the Case List and Views

Module 3: Knowledge Base

  1. Article Templates

  2. Creating, Approving and Publishing Articles

  3. Using and Searching the Knowledge Base

  4. Cases and Knowledge Base Articles

  5. Sending Knowledge Base Articles

Module 4: Queue Management

  1. Queue Management

Module 5: Contracts

  1. Contracts and Contract Templates

  2. Creating and Working with Contracts

  3. Using Contracts with Cases

Module 6: Analysis, Reports and Goals

  1. Customer Service Reports

  2. Customer Service Charts and Dashboards

  3. Customer Service Goals and Metrics

Module 7: Service Scheduling

  1. Service Scheduling Scenarios

  2. Service Scheduling Terminology

  3. Service Scheduling Process

  4. Resources, Services and Selection Rules

  5. Include Customer Preferences

  6. Understand Sites and Same-Site Requirements

  7. Manage Business Closures

  8. Explain the Service Activity Scheduling Engine

  9. Working with Service Activities and the Service Calendar

  10. Close, Cancel, or Reschedule a Service Activity

Your Team has Unique Training Needs.

Your team deserves training as unique as they are.

Let us tailor the course to your needs at no extra cost.