80668 - Customer Service in Microsoft Dynamics CRM Online MB2-704

Code: 80668
Course duration: 1 days
Location Period
Mid-Town New York City (Virtual Instructor-Led) 10-13
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 10-13
09:00AM to 05:00PM
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Attend Online 10-13
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 10-13
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 10-13
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Instructor-Led) 10-13
09:00AM to 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led) 10-13
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 10-13
09:00AM to 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led) 10-13
09:00AM to 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led) 10-13
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 11-10
09:00AM to 05:00PM
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Attend Online 11-10
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 11-10
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 11-10
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 11-10
09:00AM to 05:00PM
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Secaucus, New Jersey (Instructor-Led) 11-10
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 11-10
09:00AM to 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led) 11-10
09:00AM to 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led) 11-10
09:00AM to 05:00PM
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Mid-Town New York City (Virtual Instructor-Led) 11-10
09:00AM to 05:00PM
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Attend Online 12-15
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 12-15
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 12-15
09:00AM to 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 12-15
09:00AM to 05:00PM
enroll
Secaucus, New Jersey (Virtual Instructor-Led) 12-15
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 12-15
09:00AM to 05:00PM
enroll
Greenwich, Connecticut (Instructor-Led) 12-15
09:00AM to 05:00PM
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Fort Lauderdale, Florida (Virtual Instructor-Led) 12-15
09:00AM to 05:00PM
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Mid-Town New York City (Virtual Instructor-Led) 12-15
09:00AM to 05:00PM
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Newark, New Jersey (Virtual Instructor-Led) 12-15
09:00AM to 05:00PM
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Attend Online 01-12
09:00AM to 05:00PM
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NYC-23rd Street (Virtual Instructor-Led) 01-12
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 01-12
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 01-12
09:00AM to 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led) 01-12
09:00AM to 05:00PM
enroll
Palm Beach County Florida (Instructor-Led) 01-12
09:00AM to 05:00PM
enroll
Greenwich, Connecticut (Virtual Instructor-Led) 01-12
09:00AM to 05:00PM
enroll
Fort Lauderdale, Florida (Instructor-Led) 01-12
09:00AM to 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led) 01-12
09:00AM to 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led) 01-12
09:00AM to 05:00PM
enroll
NYC-23rd Street (Virtual Instructor-Led) 02-16
09:00AM to 05:00PM
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Northern New Jersey (Virtual Instructor-Led) 02-16
09:00AM to 05:00PM
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Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 02-16
09:00AM to 05:00PM
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Secaucus, New Jersey (Virtual Instructor-Led) 02-16
09:00AM to 05:00PM
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Palm Beach County Florida (Instructor-Led) 02-16
09:00AM to 05:00PM
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Greenwich, Connecticut (Virtual Instructor-Led) 02-16
09:00AM to 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led) 02-16
09:00AM to 05:00PM
enroll
Mid-Town New York City (Instructor-Led) 02-16
09:00AM to 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led) 02-16
09:00AM to 05:00PM
enroll
Attend Online 02-16
09:00AM to 05:00PM
enroll
Mid-Town New York City (Virtual Instructor-Led) 03-16
09:00AM to 05:00PM
enroll
Newark, New Jersey (Virtual Instructor-Led) 03-16
09:00AM to 05:00PM
enroll
Attend Online 03-16
09:00AM to 05:00PM
enroll
NYC-23rd Street (Instructor-Led) 03-16
09:00AM to 05:00PM
enroll
Northern New Jersey (Virtual Instructor-Led) 03-16
09:00AM to 05:00PM
enroll
Wilkes-Barre, Pennslyvania (Virtual Instructor-Led) 03-16
09:00AM to 05:00PM
enroll
Secaucus, New Jersey (Virtual Instructor-Led) 03-16
09:00AM to 05:00PM
enroll
Palm Beach County Florida (Instructor-Led) 03-16
09:00AM to 05:00PM
enroll
Greenwich, Connecticut (Virtual Instructor-Led) 03-16
09:00AM to 05:00PM
enroll
Fort Lauderdale, Florida (Virtual Instructor-Led) 03-16
09:00AM to 05:00PM
enroll

80668 - Customer Service in Microsoft Dynamics CRM Online MB2-704(1 Day)

Description

This learning course focuses on how an organization can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM. This course provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM.

This course guides you through the process of working with your customers in Microsoft Dynamics CRM, 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.

This course helps prepare you for exam MB2-704. 

Course Content

Module 1: Customer Scenarios

Lesson 1: Customer Scenarios

Lesson 2: Customer Service Entities and Record Types

Lesson 3: Business Process Flows

Lesson 4: Service Module Configuration

Lesson and Module Summary

Module 1 Key Take Away

Module 1: Labs and Exercises

Module 1: Things to think about:

Module 2: Case Management

Lesson 1: Working with Case Views

Lesson 2: Creating Case Records

Lesson 3:  Show Me: Creating a Case from Quick Create or Case View

Lesson 4:  Show Me: Creating Activities, Posts, and Notes from Cases

Lesson 5:  Show Me: Creating a Case from a Phone Call

Lesson 6:  Show Me: Cases and Activities

Lesson 7: Understanding the Process Ribbon and Menu Options

Lesson 8: Show Me: Using the Case Process Ribbon

Lesson 9: Show Me: Menu Options

Lesson 10: Managing Cases

Lesson 11: Activities and Resolving a Case

Lesson 12: Show Me: Reactivating a Case

Lesson 13: Show Me: Assigning a Case to a User or Team

Lesson 14: Show Me: Actions Against Cases

Lesson 15: Subject Tree

Lesson 16: Automatic Case Creation

Lesson 17: Case Routing

Lesson 18: Parent Child Cases

Module 2 Key Take Away

Module 2: Labs and Exercises

Practice 2.1: Create a Case

Module 3: Knowledge Base

Lesson 1: Article Templates

Lesson 2:  Show Me: Article Templates

Lesson 3:  Show Me: Article Template Fields

Lesson 4:  Article Template Statuses

Lesson 5: Show Me: How to Submit, Approve, and Reject an Unpublished Article

Lesson 6: Sending Knowledge Base Articles

Module 3 Key Take Away

Module 3: Labs and Exercises

Practice 3.1: Create a Knowledge Base Article

Module 4: Queue Management

Lesson 1:  Queues

Lesson 2: System Queues, and Personal Items

Lesson 3: Queue Items

Lesson 4:  Managing Queue Items

Lesson 5:  Show Me: Queues

Module 4 Key Take Away

Module 4: Labs and Exercises

Practice 4.2: Create a Saved View

Practice 4.3: Create a Chart

Practice 4.4: Create a Dashboard           

Module 5: Entitlements

Lesson 1: SLA’s Service Level Agreements

Lesson 2:  Show Me: Service Level Agreements

Lesson 3:  Entitlements and Entitlement Templates

Lesson 4:  Show Me: Creating a Template for Number of Cases

Lesson 5: Creating and Working with Entitlements

Lesson 6: Entitlements with Cases

Module 5 Key Take Away

Module 5: Labs and Exercises

Practice 5.1: Set up Holidays

Practice 5.2: Set up the Customer Service Schedule

Practice 5.3: Set up Service Level Agreements

Practice 5.4: Set up Entitlements

Module 6: Analysis, Reporting and Goals

Lesson 1: Customer Service Reports

Lesson 2:  Customer Service Charts and Dashboards

Lesson 3:  Show Me: Charts

Lesson 4:  Creating Dashboards

Lesson 5: Creating Charts

Lesson 6: Show Me: Dashboards

Lesson 7: Customer Service Goals and Metrics

Module 6 Key Take Away

Module 6: Labs and Exercises

Practice: Create Goals

Module 7: Service Scheduling Scenarios

Lesson 1: Service Scheduling Scenarios

Lesson 2:  Service Scheduling Terminology

Lesson 3:  Service Scheduling Process

Lesson 4:  Show Me: Facilities and Equipment

Lesson 5: Work Schedule Management

Lesson 6: Show Me: Customer Service Schedule

Lesson 7: Service

Lesson 8: Resource Groups

Lesson 9: Resources, Services, and Selection Rules

Lesson 10: Show Me: Set Capacity Requirement and Add Resources

Lesson 11: Customer Preferences

Lesson 12: Sites

Lesson 13: Show Me: Business Closures

Lesson 14: Understanding the Service Activity Scheduling Engine

Lesson 15: Show Me: Managing Scheduling Conflicts

Module 7 Key Take Away

Module 7: Labs and Exercises

Additional Exercises 

Practice 2.1: Create a Case

Practice 3.1: Create a Knowledge Base Article

Practice 4.1: Set up Holidays

Practice 4.2: Set up the Customer Service Schedule

Practice 4.3: Set up Service Level Agreements

Practice 4.4: Set up Entitlements

Practice 5.1: Create Goals

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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