80668 - Customer Service in Microsoft Dynamics CRM Online MB2-704(2 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Lesson 5: Show Me: How to Submit, Approve, and Reject an Unpublished Article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