80545, Customer Service in Microsoft Dynamics CRM 2013

Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

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.

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

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.

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

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.