Description
The Microsoft Dynamics CRM Customer Service course focuses on how an organization can nurture customer satisfaction through automation of business processes. It provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2016.
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.
This course helps prepare you for exam MB6-714.
What are the goals for this course?
- Walk through the process of working with customers, including timely and cost effective resolutions to customer issues
- Explore the main components of working with cases including converting cases from activity records
- Examine the process of creating, modifying, and publishing knowledge base articles
- Demonstrate how to add cases and activities to queues, as well as differences between system and personal queues
- Define types of Service Level Agreements and discover the differences
- Demonstrate the creation and maintenance of entitlement templates
- Identify the role and importance of the service activity scheduling engine and the scheduling process
- Explore the features of the Multi-Stream Dashboards
- Discuss components of the Unified Service Desk and Integration Agent Desktop
- Discover the benefits of PowerBI service dashboards
- Introduce and explore FieldOne
- Discuss the benefits of the Voice of the Customer functionality
What are the prerequisites to consume this course?
- Some basic experience using Windows applications.
- Knowledge of basic sales, marketing, and customer service roles in a business.
- Some knowledge of common Microsoft Dynamics CRM record types is preferred.
Outline
Module 01: Introduction to Service Management
- Evaluate examples of customer scenarios where the customer service capabilities of Microsoft Dynamics CRM can be applied
- Define the basic record types utilized by the customer service functionality of Microsoft Dynamics CRM
Module 02: Case Management
- Explore the main components of working with cases
- Discuss the default fields available on a case form
- Demonstrate how to convert cases from activity records
- Analyze business process flows and how they can be branched based off customer service situations
- Examine the Case to Resolution process and how it can effectively be used
- Define specific rules used for advanced configuration options related to case management
- Determine the best method to sync two merged cases together
Module 03: Knowledge Base
- Search for articles within the knowledge base and associate them with a case
- Resolve cases quick by using knowledge base articles
- Create, manage, and maintain knowledge base article templates
- Examine the process of creating, modifying, and publishing knowledge base articles
- Develop how to properly format knowledge base articles through a template and the Engagement Hub
- Demonstrate how to attach knowledge base articles to emails
Module 04: Queue Management
- Differentiate between system queues and personal queues
- Evaluate how to create and maintain queues
- Demonstrate how to add cases and activities to queues
- Work with queue items, such as routing, working on, releasing, and removing them
- Define what queue item details are and what they all entail
- Discuss how to route records to specific queues
Module 05: Service Level Agreements
- Create and manage Service Level Agreements (SLA's)
- Define the types of Service Level Agreements and discover the differences between the two
- Explore several Service Level Agreements actions and details
- Manage cases that are associated with Service Level Agreements
Module 06: Entitlements
- Apply knowledge to create and maintain entitlement templates
- Create new entitlements from scratch and by using templates
- Define entitlement channels and how they affect the overall entitlement
- Clarify how products and cases can be added to an entitlement and what this does to the entitlement
- Associate Service Level Agreements with entitlements
- Activate and renew entitlements that are applied to cases
Module 07: Service Scheduling
- Define the basic terminology and elements that make up the Service Scheduling module
- Recognize common scenarios where service scheduling applies
- Distinguish what resources and services portray in the Service Scheduling module and how they affect scheduling
- Identify the role and importance of the service activity scheduling engine and scheduling process
- Demonstrate how to create and modify services and selection rules for the resources required to perform a service activity
- Discuss how to create, manage, and maintain elements within the Service Scheduling module
Module 08: Interactive Service Hub
- Define how the Interactive Service Hub can significantly improve the quality of service for your organization
- Explore the features of Multi-Stream Dashboards and how they affect the customer service experience
- Determine how Single-Stream Dashboards can be utilized to best organize important service information
- Manage queues and cases from streams within Microsoft Dynamics CRM
- Discuss how to create and configure interactive dashboards
Module 09: Unified Service Desk
- Identify the Unified Service Desk and provide an overview of benefits and what it all entails
- Discuss the components within the Integrated Agent Desktop
Module 10: Service Management Analysis
- Identify default service dashboards that are available within Microsoft Dynamics CRM
- Discover the power that PowerBI service dashboards have to offer
- Work with service reports and system charts for a more organized customer service experience
- Define metrics and goals to learn how they work with each other within the service module
- Create monthly goals for case records and learn what they can do to further improve customer service
Module 11: FieldOne
- FieldOne Introduction
- Logging In and Navigating FIeldOne Sky
- Dispatcher
- Field Agent
- Manager
- FieldOne Overview
Module 12: Course Review
- CRM