80887 - Customer Service in Microsoft Dynamics CRM 2016 Update 1

Code: 80887
Course duration: 2 days
Location Period
Palm Beach County Florida (Instructor-Led)
10-12 09:00AM to 10-13 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led)
10-12 09:00AM to 10-13 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led)
10-12 09:00AM to 10-13 05:00PM
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Mid-Town New York City (Virtual Instructor-Led)
10-12 09:00AM to 10-13 05:00PM
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Newark, New Jersey (Virtual Instructor-Led)
10-12 09:00AM to 10-13 05:00PM
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Attend Online
10-12 09:00AM to 10-13 05:00PM
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NYC-23rd Street (Virtual Instructor-Led)
10-12 09:00AM to 10-13 05:00PM
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Northern New Jersey (Virtual Instructor-Led)
10-12 09:00AM to 10-13 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Instructor-Led)
10-12 09:00AM to 10-13 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led)
10-12 09:00AM to 10-13 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led)
11-09 09:00AM to 11-10 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led)
11-09 09:00AM to 11-10 05:00PM
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Mid-Town New York City (Virtual Instructor-Led)
11-09 09:00AM to 11-10 05:00PM
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Newark, New Jersey (Virtual Instructor-Led)
11-09 09:00AM to 11-10 05:00PM
enroll
Attend Online
11-09 09:00AM to 11-10 05:00PM
enroll
NYC-23rd Street (Virtual Instructor-Led)
11-09 09:00AM to 11-10 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led)
11-09 09:00AM to 11-10 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led)
11-09 09:00AM to 11-10 05:00PM
enroll
Secaucus, New Jersey (Instructor-Led)
11-09 09:00AM to 11-10 05:00PM
enroll
Palm Beach County Florida (Instructor-Led)
11-09 09:00AM to 11-10 05:00PM
enroll
Greenwich, Connecticut (Instructor-Led)
12-14 09:00AM to 12-15 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led)
12-14 09:00AM to 12-15 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led)
12-14 09:00AM to 12-15 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led)
12-14 09:00AM to 12-15 05:00PM
enroll
Attend Online
12-14 09:00AM to 12-15 05:00PM
enroll
NYC-23rd Street (Virtual Instructor-Led)
12-14 09:00AM to 12-15 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led)
12-14 09:00AM to 12-15 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led)
12-14 09:00AM to 12-15 05:00PM
enroll
Secaucus, New Jersey (Virtual Instructor-Led)
12-14 09:00AM to 12-15 05:00PM
enroll
Palm Beach County Florida (Instructor-Led)
12-14 09:00AM to 12-15 05:00PM
enroll
Greenwich, Connecticut (Virtual Instructor-Led)
01-11 09:00AM to 01-12 05:00PM
enroll
Fort Lauderdale, Florida (Instructor-Led)
01-11 09:00AM to 01-12 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led)
01-11 09:00AM to 01-12 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led)
01-11 09:00AM to 01-12 05:00PM
enroll
Attend Online
01-11 09:00AM to 01-12 05:00PM
enroll
NYC-23rd Street (Virtual Instructor-Led)
01-11 09:00AM to 01-12 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led)
01-11 09:00AM to 01-12 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led)
01-11 09:00AM to 01-12 05:00PM
enroll
Secaucus, New Jersey (Virtual Instructor-Led)
01-11 09:00AM to 01-12 05:00PM
enroll
Palm Beach County Florida (Instructor-Led)
01-11 09:00AM to 01-12 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led)
02-15 09:00AM to 02-16 05:00PM
enroll
Mid-Town New York City (Instructor-Led)
02-15 09:00AM to 02-16 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led)
02-15 09:00AM to 02-16 05:00PM
enroll
Attend Online
02-15 09:00AM to 02-16 05:00PM
enroll
NYC-23rd Street (Virtual Instructor-Led)
02-15 09:00AM to 02-16 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led)
02-15 09:00AM to 02-16 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led)
02-15 09:00AM to 02-16 05:00PM
enroll
Secaucus, New Jersey (Virtual Instructor-Led)
02-15 09:00AM to 02-16 05:00PM
enroll
Palm Beach County Florida (Instructor-Led)
02-15 09:00AM to 02-16 05:00PM
enroll
Greenwich, Connecticut (Virtual Instructor-Led)
02-15 09:00AM to 02-16 05:00PM
enroll
Secaucus, New Jersey (Virtual Instructor-Led)
03-15 09:00AM to 03-16 05:00PM
enroll
Palm Beach County Florida (Instructor-Led)
03-15 09:00AM to 03-16 05:00PM
enroll
Greenwich, Connecticut (Virtual Instructor-Led)
03-15 09:00AM to 03-16 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led)
03-15 09:00AM to 03-16 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led)
03-15 09:00AM to 03-16 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led)
03-15 09:00AM to 03-16 05:00PM
enroll
Attend Online
03-15 09:00AM to 03-16 05:00PM
enroll
NYC-23rd Street (Instructor-Led)
03-15 09:00AM to 03-16 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led)
03-15 09:00AM to 03-16 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led)
03-15 09:00AM to 03-16 05:00PM
enroll

80887 - Customer Service in Microsoft Dynamics CRM 2016 Update 1 (2 Day)

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 contains modules and lessons from 80726: Customer Service in Microsoft Dynamics CRM 2016 as well as new modules and lessons covering Microsoft Dynamics CRM 2016.

Module 1: Introduction to Service Management

  • Customer Scenarios
  • Basic Record Types

Module 1 Key Take Away

Test Your Knowledge Module 1 

Test Your Knowledge Questions

Module 2: Case Management       

  • Create New Case Records
  • Default Case Form
  • Case Lists and Views
  • Search for Case Records
  • Convert Activities to Cases
  • Business Process Flows
  • Case Resolution Process
  • Case Routing Rules
  • Parent/Child Cases
  • Merge Cases

Practice Module 2

LAB 2.1 CREATE A CASE

Lab 2.2 RESOLVE AND REACTIVATE A CASE

LAB 2.3 CASE ROUTING RULE CREATION

LAB 2.4 PARENT/CHILD CASES

Test Your Knowledge Questions 

Module 3: Knowledge Base

  • Article Templates
  • Create and Maintain Article Templates
  • Format Knowledge Base Articles
  • Create Knowledge Base Articles
  • Search Articles
  • Use Knowledge Base Articles to Resolve Cases
  • Attach Knowledge Base Articles to Emails

Practice Module 3

LAB 3.1 SUBJECT TREE MANAGEMENT

LAB 3.2 KNOWLEDGE BASE ARTICLE TEMPLATES

LAB 3.3 CREATE A KNOWLEDGE BASE ARTICLE

Test Your Knowledge Module 3 

Module 4: Queue Management

  • System and Personal Queues
  • Create and Maintain Queues
  • Add Cases and Activities to Queues
  • Queue Items: Work On
  • Queue Items: Release and Remove
  • Queue Item Details
  • Case Routing

Practice Module 4

LAB 4.1: CREATE AND MANAGE A QUEUE

LAB 4.2: MANAGE QUEUE ITEMS

Test Your Knowledge

Module 5: Service Level Agreements

  • Create Service Level Agreements
  • Service Level Agreement Types
  • Standard SLA’s
  • Enhanced SLA’s
  • SLA’s On-Demand
  • Manage Cases with SLA’s

Practice Module 5

LAB 5.1: CREATE AND ACTIVATE AN SLA

Test Your Knowledge

Module 6: Entitlements

  • Entitlements and Entitlement Templates
  • Create New Entitlements
  • Entitlement Channels
  • Apply Entitlements to Cases
  • Associated Products
  • Associate Service Level Agreements and Entitlements
  • Activate Entitlements

Practice Module 6

LAB 6.1: CREATE AN ENTITLEMENT TEMPLATE WITH CHANNELS

LAB 6.2 CREATE AND MANAGE AN ENTITLEMENT

Test Your Knowledge

Module 7: Interactive Service Hub

  • Multi-Stream Dashboards
  • Single-Stream Dashboards
  • Manage Queues and Cases from Streams
  • Create Interactive Dashboards

Practice Module 7

LAB 7.1 CREATE AN INTERACTICE DASHBOARD

Test Your Knowledge

Module 8: Unified Service Desk

  • Unified Service Desk Over
  • Integrated Agent Desktop
  • Test Your Knowledge

Module 9: Service Management Analysis

  • Work with Service Dashboards
  • PowerBI Service Dashboards
  • Work with Service Reports
  • Work with System Charts for Cases
  • Understand Service Metrics and Goals
  • Create Monthly Goals for Cases

Practice Module 9

LAB 9.1 CONFIGURE THE CASE SUMMARY TABLE REPORT

LAB 9.2 CREATE A SERVICE GOAL

Test Your Knowledge

Module 10: Voice of the Customer

  • Voice of the Customer
  • Voice of the Customer across the Enterprise
  • Invitation and Action

Module 11: Customer Portal

  • What is Field Services
  • Field Service Industries
  • Field Service Capabilities
  • Field Service Resources
  • Schedule Managenment
  • Inventory Management
  • Demonstration: Field Service
  • Field Service Analysis

 

 

Guaranteed to Run

2018-03-20 09:00 to 2018-03-23 17:00
Palm Beach County Florida (Instructor-Led)
2018-03-19 09:00 to 2018-03-23 17:00
Secaucus, New Jersey (Virtual Instructor-Led)
2018-03-01 09:00 to 2018-03-02 17:00
Palm Beach County Florida (Instructor-Led)

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