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Delivery Method |
Instructor led, group-paced, classroom-delivery learning model with structured... more details
Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities. |
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Target Students |
This course is intended for individuals that plan... more details
This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2013 in their organization. The training is intended for customer service representatives, service schedulers, administrators, office managers, CEOs, and consultants who want to gain foundational knowledge of the application functionality. |
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Prerequisites |
Before attending this course, students must have:
General knowledge... more details
Before attending this course, students must have:
- General knowledge of Microsoft Windows
- General knowledge of Microsoft Office
- An understanding of Customer Relationship Management solution processes and practices
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Course Objectives |
At Course Completion
After completing this course, students will... more details
At Course Completion
- After completing this course, students will be able to:
- Identify the key set of terms, phrases and elements to effectively work with Customer Service Scenarios and Terminology
- Recognize why cases are the fundamental record type in service management, and 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 used to assist customer service representatives in the resolution of cases.
- Utilize Contract Management to specify the amount of support services a customer is entitled to.
- Use reporting functionality to gain insight into trends, performance, and 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.
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Course Content |
Module 1: Introduction
Customer ScenariosCustomer Service Entities and Record... more details
Module 1: Introduction
Customer Scenarios Customer Service Entities and Record Types
Module 2: Cases
Creating Case Records Understanding the Process Ribbon and Menu Options Case Resolution, Canceling and Deleting Assigning Case Records Other Actions on Cases From Forms and Views Working with the Subject Tree Working with the Case List and Views
Module 3: Knowledge Base
Article Templates Creating, Approving and Publishing Articles Using and Searching the Knowledge Base Cases and Knowledge Base Articles Sending Knowledge Base Articles
Module 4: Queue Management
Queue Management
Module 5: Contracts
Contracts and Contract Templates Creating and Working with Contracts Using Contracts with Cases
Module 6: Analysis, Reports and Goals
Customer Service Reports Customer Service Charts and Dashboards Customer Service Goals and Metrics
Module 7: Service Scheduling
Service Scheduling Scenarios Service Scheduling Terminology Service Scheduling Process Resources, Services and Selection Rules Include Customer Preferences Understand Sites and Same-Site Requirements Manage Business Closures Explain the Service Activity Scheduling Engine Working with Service Activities and the Service Calendar Close, Cancel, or Reschedule a Service Activity |
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Locations |
Infero Training Ltd is based in the Lace... more details
Infero Training Ltd is based in the Lace Market in Nottingham. Training courses take place at the following locations including Nottingham, Derby, Loughborough, Mansfield, Chesterfield, Burton-on-Trent, Lincoln, Leicester, Sheffield, Stoke-on-Trent, Tamworth, Wolverhampton, Walsall, Birmingham, Solihul, Coventry, Nuneaton, Peterborough, Grantham. |
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