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Customer Service in Microsoft Dynamics CRM 2016 Update 1 Training

Upcoming Classes

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Upcoming Classes

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Dec 14, 2018 8:00 AM - 4:00 PM CST Online Only $595.00 Enroll Enroll
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On Site/Private

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Description

The Microsoft Dynamics CRM Customer Service course focuses on how an organization can nurture customer satisfaction through automation of business processes.

Bring This Course To You

For groups of 5 or more, let Intertech bring this course to your location. Customized versions tailored towards your objectives are also available.

Learn More

Learning Objectives

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.

Audience

Provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2016.

Course Outline

1 - Course Overview

  • a. Course Introduction  
  • b. Module Overview  
  • c. Customer Scenarios  
  • d. Basic Record Types  
  • e. Module Review  
  • f. Module 1 Key Take Away  
  • g. Test Your Knowledge Module 1  
  • h. Test Your Knowledge Questions

2 - Case Management

  • a. Module Overview  
  • b. Create New Case Records  
  • c. Default Case Form   
  • d. Case Lists and Views  
  • e. Search for Case Records  
  • f. Convert Activities to Cases  
  • g. Business Process Flows  
  • h. Case Resolution Process 
  • i. Case Routing Rules  
  • j. Parent/Child Cases  
  • k. Merge Cases
  • l. Module Review  
  • m. Practice Module 2  
  • n. LAB 2.1 CREATE A CASE  
  • o. Lab 2.2 RESOLVE AND REACTIVATE A CASE  
  • p. LAB 2.3 CASE ROUTING RULE CREATION  
  • q. LAB 2.4 PARENT/CHILD CASES  
  • r. Test Your Knowledge Questions 

3 - Knowledge Base

  • a. Module Overview  
  • b. Article Templates  
  • c. Create and Maintain Article Templates  
  • d. Format Knowledge Base Articles  
  • e. Create Knowledge Base Articles  
  • f. Show Me: Knowledge Base Life Cycle  
  • g. Search Articles  
  • h. Use Knowledge Base Articles to Resolve Cases  
  • i. Attach Knowledge Base Articles to Emails  
  • j. Module Review  
  • k. Practice Module 3  
  • l. LAB 3.1 SUBJECT TREE MANAGEMENT  
  • m. LAB 3.2 KNOWLEDGE BASE ARTICLE TEMPLATES  
  • n. LAB 3.3 CREATE A KNOWLEDGE BASE ARTICLE  
  • o. Test Your Knowledge Module 3

4 - Queue Management

  • a. Module Overview  
  • b. System and Personal Queues  
  • c. Create and Maintain Queues  
  • d. Add Cases and Activities to Queues  
  • e. Queue Items: Work On  
  • f. Queue Items: Release and Remove  
  • g. Queue Item Details  
  • h. Case Routing  
  • i. Module Review  
  • j. Practice Module 4  
  • k. LAB 4.1: CREATE AND MANAGE A QUEUE  
  • i. LAB 4.2: MANAGE QUEUE ITEMS  
  • l. Test Your Knowledge

5 - Service Level Agreements

  • a. Module Overview    
  • b. Create Service Level Agreements  
  • c. Show Me: Manage Cases with SLA’s  
  • d. Service Level Agreement Types  
  • e. Standard SLA’s  
  • f. Enhanced SLA’s  
  • g. SLA’s On-Demand  
  • h. Manage Cases with SLA’s  
  • i. Module Review  
  • j. Practice Module 5  
  • k. LAB 5.1: CREATE AND ACTIVATE AN SLA  
  • l. Test Your Knowledge

6 - Entitlements

  • a. Module Overview  
  • b. Entitlements and Entitlement Templates  
  • c. Create New Entitlements  
  • d. Entitlement Channels  
  • e. Apply Entitlements to Cases  
  • f. Show Me: Apply Entitlements to Cases  
  • g. Associated Products  
  • h. Associate Service Level Agreements and Entitlements  
  • i. Activate Entitlements  
  • j. Show Me: Entitlement Lifecycle  
  • k. Module Review  
  • l. Practice Module 6  
  • m. LAB 6.1: CREATE AN ENTITLEMENT TEMPLATE WITH CHANNELS  
  • n. LAB 6.2 CREATE AND MANAGE AN ENTITLEMENT  
  • o. Test Your Knowledge

7 - Interactive Service Hub

  • a. Module Overview  
  • b. Multi-Stream Dashboards  
  • c. Single-Stream Dashboards  
  • d. Manage Queues and Cases from Streams  
  • e. Create Interactive Dashboards  
  • f. Module Review  
  • g. Practice Module 8  
  • h. LAB 8.1 CREATE AN INTERACTICE DASHBOARD  
  • i. Test Your Knowledge

8 - Unified Service Desk

  • a. Module Overview  
  • b. Unified Service Desk Over  
  • c. Integrated Agent Desktop  
  • d. Module Review  
  • e. Test Your Knowledge

9 - Service Management Analysis

  • a. Module Overview  
  • b. Work with Service Dashboards  
  • c. PowerBI Service Dashboards  
  • d. Work with Service Reports  
  • e. Work with System Charts for Cases  
  • f. Understand Service Metrics and Goals  
  • g. Create Monthly Goals for Cases  
  • h. Module Review  
  • i. Practice Module 9  
  • j. LAB CONFIGURE THE CASE SUMMARY TABLE REPORT  
  • k. LAB 10.2 CREATE A SERVICE GOAL  
  • l. Test Your Knowledge

10 - Voice of the Customer

  • a. Module Overview  
  • b. MODULE OVERVIEW  
  • c. VOICE OF THE CUSTOMER  
  • d. VOICE OF THE CUSTOMER ACROSS THE ENTERPRISE  
  • e. INVITATION AND ACTION  
  • f. MODULE REVIEW  
  • g. Customer Portal  
  • h. Module Overview  
  • i. What is Field Services  
  • j. Field Service Industries  
  • k. Field Service Capabilities  
  • l. Field Service Resources  
  • m. Schedule Management  
  • n. Inventory Management  
  • o. Demonstration: Field Service  
  • p. Field Service Analysis  
  • q. Module Review  

11 - Course Review 

 
Actual course outline may vary depending on offering center. Contact your sales representative for more information.

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