Duration
1 day
About this course
This course focuses on how an organization can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM Online. This course provides an insight into all of the powerful Customer Service functionality and capabilities within Microsoft Dynamics CRM Online.
Additionally, this course guides you through the process of working with your customers in Microsoft Dynamics CRM Online, including: resolution of customer complaints and services 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 profile
This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM Online 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.
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.
Course Outline
Module: Introduction
Microsoft Dynamics CRM includes a comprehensive set of features that increases the efficiency of customer service operations. This module introduces Microsoft Dynamics CRM Customer
Service terminology and customer scenarios that the Customer Service module might be used.
The module discusses the basic components of case management, and works with the knowledge base, queues, and service contracts. The module also provides an overview of service scheduling and service management.
Lessons
- Customer Scenarios
- Customer Service Entities and Record Types
After completing this module, students will be able to:
- Understand and explain the basic record types utilized by the Customer Service functionality of Microsoft Dynamics CRM.
- Provide examples of customer scenarios where the Customer Service capabilities of Microsoft Dynamics CRM can be applied.
Module: Cases
Customer service is important to a customer relationship management strategy. Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module discusses cases and how the cases can be used together in service management functions.
After completing this module, students will be able to:
- Discuss the steps that are required to create a new case.
- Explain the case to resolution process and how it can be used effectively.
- Examine the effect of the activities and the procedures that are used for the knowledge base.
Module: Knowledge Management
Most customer service organizations use a knowledge base to provide customer service representatives (CSRs) with the information that they must have to answer questions about a product or service. In Microsoft Dynamics CRM, the Knowledge Base provides a central repository for an organization's information, stored as Articles and organized by Subject.
After completing this module, students will be able to:
- Create, activate, deactivate, and delete Knowledge Base article templates.
- Examine the complete process to create, edit, and publish Knowledge Base articles.
- Search for Knowledge Base articles through the Workplace, Service Area, and Advanced Find.
- Search Knowledge Base articles from a case record.
- Use Knowledge Base articles to help resolve cases.
Module: Queue Management
A queue is an area that is used to organize and store activities and work items that are waiting to be processed. A queue is also used for activities and work items that are currently being worked on. Microsoft Dynamics CRM includes queuing and workflow tools to improve how incoming requests for sales, marketing, and customer service are handled.
After completing this module, students will be able to:
- Explain the differences and the details of Default/System Queues and Personal Queues.
- Create and maintain Queues and Queue Items.
- Work with Routing Queue items. This includes Adding, Working on, and Releasing.
Module: Entitlement
Microsoft Dynamics CRM provides many tools that organizations can use to manage services provided to their customers. One of those are entitlements. This module will discuss entitlements and how they can be used along with other record types to accommodate service management functions.
After completing this module, students will be able to:
- Understand and explain the components of entitlement.
- Create and manage entitlements and entitlement templates.
- Create and manage entitlement.
- Understand the role of entitlement channels
- Associate entitlement with cases and understand the case resolution process when entitlement are used.
Module: Service Level Agreement (SLA)
Microsoft Dynamics CRM provides many features organizations can use to manage the services they provide their customers. In this module, we'll discuss service-level agreements and how they can be used along with other record types to accommodate service management functions.
After completing this module, students will be able to:
- Understand and explain the components of SLA.
- Create and manage SLA.
- Understand Standard SLA and Enhanced SLA.
- Manage Cases with SLA’s.
Programme scope, delivery arrangements and suitability are confirmed during enquiry.