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Course List

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MICROSOFT TECHNICAL

MOC 80545A - Customer Service in Microsoft Dynamics CRM 2013

OVERVIEW

This course focuses on how an organisation can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM 2013.  This course provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2013. 

Additionally, this course guides you through the process of working with your customers in Microsoft Dynamics CRM 2013, 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.

OBJECTIVES

After completing this course, students will be able to:

  • Identify the key set of terms, phrases and elements to effectively work with Customer Service Scenarios and Terminology
  • Recognise why cases are the fundamental record type in service management, and represent a single incident of service.
  • Use Queues to organize and store Activities and Cases that are waiting to be processed.
  • Effectively search the Knowledge Base to access a repository of informational articles used to assist customer service representatives in the resolution of cases.
  • Utilize Contract Management to specify the amount of support services a customer is entitled to.
  • Use reporting functionality to gain insight into trends, performance, and identifying opportunities and potential issues.
  • Practice Goal Management features to establish and track progress against target values for key performance indicators.
  • Use the Service scheduling functionality and how it is designed to assist organizations when providing services that require complex combinations of resources.

PREREQUISITES

Before attending this course, students must have:

  • General knowledge of Microsoft Windows
  • General knowledge of Microsoft Office

An understanding of Customer Relationship Management solution processes and practices

CONTENT

OutlineModule 1: Introduction

Microsoft Dynamics CRM includes a comprehensive set of features that increases the efficiency of customer service operations. This module introduces Microsoft Dynamics CRM Customer Service terminology and customer scenarios that the Customer Service module might be used. The module discusses the basic components of case management, and works with the knowledge base, queues, and service contracts. The module also provides an overview of service scheduling and service management.

Lessons

  • Customer Scenarios
  • Customer Service Entities and Record Types

After completing this module, students will be able to:

  • Understand and explain the basic record types utilized by the Customer Service functionality of Microsoft Dynamics CRM.
  • Provide examples of customer scenarios where the Customer Service capabilities of Microsoft Dynamics CRM can be applied.

Module 2: Cases

Customer service is important to a customer relationship management strategy. Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module discusses cases and how the cases can be used together in service management functions.

Lessons

  • Creating Case Records
  • Understanding the Process Ribbon and Menu Options
  • Case Resolution, Canceling and Deleting
  • Assigning Case Records
  • Other Actions on Cases From Forms and Views
  • Working with the Subject Tree
  • Working with the Case List and Views

Lab : Case Resolution Processing

  • Create a case
  • Associate a phone call with the case
  • Resolve the case

After completing this module, students will be able to:

  • Discuss the steps that are required to create a new case.
  • Explain the case to resolution process and how it can be used effectively.
  • Examine the effect of the activities and the procedures that are used for the knowledge base.

Module 3: Knowledge Base

Most customer service organizations use a knowledge base to provide customer service representatives (CSRs) with the information that they must have to answer questions about a product or service. In Microsoft Dynamics CRM, the Knowledge Base provides a central repository for an organization's information, stored as Articles and organized by Subject.

Lessons

  • Article Templates
  • Creating, Approving and Publishing Articles
  • Using and Searching the Knowledge Base
  • Cases and Knowledge Base Articles
  • Sending Knowledge Base Articles

Lab : Managing Knowledge Base Articles

  • Create, Submit, and Publish a Knowledge Base Article.

After completing this module, students will be able to:

  • Create, activate, deactivate, and delete Knowledge Base article templates.
  • Examine the complete process to create, edit, and publish Knowledge Base articles.
  • Search for Knowledge Base articles through the Workplace, Service Area, and Advanced Find.
  • Search Knowledge Base articles from a case record.
  • Use Knowledge Base articles to help resolve cases.

Module 4: Queue Management

A queue is an area that is used to organize and store activities and work items that are waiting to be processed. A queue is also used for activities and work items that are currently being worked on. Microsoft Dynamics CRM includes queuing and workflow tools to improve how incoming requests for sales, marketing, and customer service are handled.

Lessons

  • Queue Management

Lab : Create and Manage Queues

  • Create a New Public Queue for Incoming Questions

After completing this module, students will be able to:

  • Explain the differences and the details of Default/System Queues and Personal Queues.
  • Create and maintain Queues and Queue Items.
  • Work with Routing Queue items. This includes Adding, Working on, and Releasing.

Module 5: Contracts

Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module describes how contracts can be used together with other record types in Microsoft Dynamics CRM to help service and manage functions.

Lessons

  • Contracts and Contract Templates
  • Creating and Working with Contracts
  • Using Contracts with Cases

Lab : Resolving a Case with a Contract

  • Create a Contract Template
  • Create a Contract using a Contract Template
  • Open a case and associate a contract
  • Create and Close an Appointment Activity a With the Case
  • Resolve the Case

After completing this module, students will be able to:

  • Understand and explain the components of contracts.
  • Create and manage contract templates.
  • Create and manage contracts.
  • Understand the role of contract lines and add contract lines to a contract.
  • Associate contracts with cases and understand the case resolution process when contracts are used.

Module 6: Analysis, Reports and Goals

In Microsoft Dynamics CRM, many methods are available to analyze and report Service Management information. By default, several reports are available, and this includes the “Case Summary Table” report. This report is discussed in this module.

Lessons

  • Customer Service Reports
  • Customer Service Charts and Dashboards
  • Customer Service Goals and Metrics

Lab : Goals and Goal Metrics

  • Modify a Goal Metric to Include in-Progress Cases

After completing this module, students will be able to:

  • Work with the preconfigured service management reports.
  • Build personal and system charts and dashboards to provide insight into important service management information.
  • Use the Goal Management features to create and manage goals for service management.

Module 7: Service Scheduling

This module provides an overview of the service scheduling features of Microsoft Dynamics CRM. The organizations that use service scheduling require a complex combination of resources.  Service scheduling considers the availability of employees, facilities, and equipment to make sure that the resources are available to deliver service activities for customers.

Lessons

  • Service Scheduling Scenarios
  • Service Scheduling Terminology
  • Service Scheduling Process
  • Resources, Services and Selection Rules
  • Include Customer Preferences
  • Understand Sites and Same-Site Requirements
  • Manage Business Closures
  • Explain the Service Activity Scheduling Engine
  • Working with Service Activities and the Service Calendar
  • Close, Cancel, or Reschedule a Service Activity

Lab : Schedule a Service by Using a Same-Site Requirement

  • Create a Service Activity based on a Same-Site Requirement Service.

After completing this module, students will be able to:

  • Explain common scenarios where the Scheduling Module can apply.
  • Define the context of the basic elements of the Scheduling Module.
  • Identify the important role and of the Service Activity Scheduling Engine and Scheduling Process.
  • Show how to create and modify Services and Selection Rules for the resources that are required to perform a service activity.
  • Include customer preferences when service activities are scheduled.
  • Describe how important sites are, and how to associate resources to a site. Also describe how to enforce same-site restrictions on a resource selection rule.
  • Configure resources and build selection rules to perform capacity scheduling.
  • Describe how to create and manage service activities.

AUDIENCE PROFILE

This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2013 in their organization. The training is intended for customer service representatives, service schedulers, administrators, office managers, CEOs, and consultants who want to gain foundational knowledge of the application functionality.

DURATION

1 day

COST

€795.00

AVAILABILITY

Cork - Call for dates

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Training with PFH

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WHY TRAIN WITH PFH?

  • Pre-training evaluation - PFH will assess your training requirements and levels prior to attending training:
  • Instructor led tuition by highly qualified instructor
  • Comprehensive manual to accompany PFH public courses
  • Training can be customised to meet customer's specific requirements
  • Money back guarantee – If you are not happy with the quality of training received, PFH will refund payment
  • All PFH trainers are Certified which guarantees that the training you receive will be of the highest quality.

 

DURING TRAINING:

  • Each student will have their own PC
  • Comprehensive manual to accompany each training course
  • Complimentary coffee, tea, biscuits and fruit provided, along with light lunch provided for courses delivered in PFH
  • Certificates of Attendance provided to each student on completion of training
  • Air conditioned comfortable and spacious training rooms
  • Free parking

 

LEARNING GUARANTEE:

  • If a student feels they have not managed to reach their own personal course objectives, they are welcome to attend the:
  • Same public class within 6 months, at no charge
  • 60 day post training support – Students can call or email our instructors with any questions / problems they may be experiencing at home or work (or a maximum of 5 calls per course/delegate)

 

TRAINING FACILITIES PROVIDED BY PFH

When you're learning new skills and meeting new people it's important that you do so in comfortable, modern surroundings.

You'll enjoy a rewarding training course here at PFH premises and benefit from our modern training facilities.

Facilities provided include:

  • Air-conditioned training rooms
  • High-spec student PC's plus an instructor PC
  • Internet access and wireless internet access 
  • Convenient locations in Cork and Galway 
  • Overhead projector, whiteboard and flipchart in each room 
  • Course materials 
  • Free parking 
  • Daily refreshments & lunch

 

Please note that the above facilities are available to rent for your specialised training event also. Please contact PFH Training for rates and information.

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Training Types

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INSTRUCTOR-LED TRAINING

Instructor-led training is an effective means of delivering information, as it allows for real-time feedback, questions and answers, manipulation and changeable delivery to suit the needs of learners in a real-time environment. Few educational opportunities are considered more valuable than meeting and interfacing directly with an instructor. 

 

All of our trainers are MCPs [Microsoft Certified Professionals], ECDL certified and MOS Experts which guarantees that the training you receive will be of the highest quality.

 

PFH has a large portfolio of trainers who can deliver training at our training centres in Cork and Galway, or Nationwide at customer premises or another training centre.

 

PFH offers instructor led training on our Public Schedule at our training centres in Cork and Galway. 

 

CUSTOMISED INSTRUCTOR- LED TRAINING

PFH provides customised training for groups of 1 to 12 at either PFH's Training Centres at Cork or Galway or on-site at your premises. Content can be taken from any of our course oulines and customised to suit the exact requirmements of your group and scheduled on dates that suit your delegates.  Group rates apply contact us for rates.

 

This method of training ensures your delegates get trained on exactly the topics they require in the duration of time that you can allow to give them.

 

SEMINAR STYLE TRAINING

Seminar training can be offered where companies require a large number of people to receive initial overview training on the New Interface of an Operating System or Office Applications. 

 

Seminar Training is based solely on demonstrating the New Features and is non hands-on training.  The benefits of this type of training is that attendees can get an initial feel for the New Interface of any given application and it can save a lot of time and money during an initial roll out.  This type of training instils an element of confidence when people return to their desks to work with the New Interface or Application.

 

Depending on how the roll out is managed with the installations, training could be run in tandem with this, and groups may also benefit from the trainer doing some “floor walking”  following the seminars to assist people when they are back at their desks.

 

The number of attendees is optional and can range from 20-50 per session.  This is dependant on the size of your room!

All training/seminar can be customised specifically to suit group requirements.

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