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