Duration: 1 Day
In this course, you will learn how an organization can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM 2013. You will be provided with an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2013. You will also learn about the process of working with your customers in Microsoft Dynamics CRM 2013.
What You Will Learn
- Key terms, phrases, and elements to effectively work with customer service scenarios and terminology
- Why cases are the fundamental record type in service management and why they 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 that are used to assist customer service representatives in the resolution of cases
- Utilize contract management to specify the amount of support services in which a customer is entitled
- Use reporting functionality to gain insight into trends and performance, as well as 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
Audience
- Individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2013 in their organization
- Customer service representatives, service schedulers, administrators, office managers, CEOs, and consultants who want to learn the basics of Microsoft Dynamics CRM 2013
Prerequistes
Course Outline
1. Introduction
2. Cases
3. Knowledge Base
4. Queue Management
5. Contracts
6. Analysis, Reports and Goals
7. Service Scheduling
Course Labs
Lab 1: Case Resolution Processing
Lab 2: Managing Knowledge Base Articles
Lab 3: Create and Manage Queues
Lab 4: Resolving a Case with a Contract
Lab 5: Goals and Goal Metrics
Lab 7: Schedule a Service by Using a Same-Site Requirement
