805710-01 Customer Service in Microsoft Dynamics CRM 2015/2016
Course Description
This one-day training course provides you with the skills to manage the Customer Service modules in Microsoft Dynamics 365. This course also covers CRM 2016 and earlier versions of Dynamics CRM
This course is mapped to the MB2-718 Microsoft Dynamics 365 for Customer Service with an overview of the additional modules of Unified Service Desk, Field Service.
Who Should Attend
This course is intended for Customer Service Managers and Professional consultants, system integrators, or support professionals who need to work with Dynamics 365 or (CRM)
MANAGING CUSTOMER SERVICE
Course Outline
You will learn the Customer Service module of Dynamics 365. Track cases through the creation of a case for a customer and activities (email, phone, task) to work to resolution of the case. Then use business processes management to make certain all the necessary steps are being followed and cases are resolved in a timely manner.
This class uses the case study method of providing customer service.
In this class, we focus on the Customer Service module and the five areas that map to the Dynamics 365 (CRM) for Customer Service Exam MB2-718
- Manage Cases, the Knowledge Base, and the Interactive Service Hub
- Manage Queues, Entitlements, and Service Level Agreements (SLAs)
- Implement Service Management Analysis and Voice of the Customer Surveys
- Manage the Unified Service Desk (USD)
- Manage Dynamics Field Service and the Interactive Services Hub
The Dynamics 365 (CRM) Customer Service Course Outline:
CASE MANAGEMENT
Module 01: Introduction to Service Module
- Sales vs Service
- Customer Service after the sale
- Managing Customer Service
Module 02: Case Management
- Cases or Incidents are the basic premise
- Establishing a case, attaching to a customer
- Case Resolution Processes
Module 03: Service Level Agreements
- Service Contracts
- Service Levels
- Service Contract Templates
Module 04: Entitlements
- Selling Service Contracts
- Allotments: minutes or incidents
Module 05: Queue Management
- Establishing a Framework to process cases
- Types of queues
- Moving and Escalating Cases
- Monitoring progress
- KNOWLEDGE MANAGEMENT
Module 06: Knowledge Management
- Creating Knowledge Base Articles
- Templates and publishing
- Consistent Messaging
- Emailing Articles
Module 07: Interactive Service Hub
- Monitor Cases
- Determine Actions
- Multi-Stream Dashboards
Module 08: Intro to Service Analysis Tools
- Advance Find
- Service Reports
- Export to Excel
- Service Dashboards
Module 9: Voice of the Customer
- Survey Creation
- Distribution and Responses
- Reporting and Analytics
- UNIFIED SERVICE DESK - Lecture
Module 10: Lecture - Introduction and Overview
- Managing Multiple Channels
- The Multiple Channels for case submissions
- Key Performance Indicators
- FIELD SERVICE - Lecture
Module 11: Lecture Introduction and Overview
- The case for field Service
- Resource Management
- Service Appointment Scheduling
Course and Dynamics 365 for Customer Service Exam Review
This class uses the case study method of providing customer service.
This course covers the material in:
- 81057: Agent Enablement in Microsoft Dynamics 365 for Customer Service
- 81058: Service Intelligence in Microsoft Dynamics 365 for Customer Service
- 81063: Voice of the Customer in Microsoft Dynamics 365 for Customer Service
- 81064: Microsoft Dynamics 365 Unified Service Desk for Customer Service
- 81065: Microsoft Dynamics 365 for Field Service