Customer Service Automation in Microsoft Dynamics CRM 2013
Customer Service Automation in Microsoft Dynamics CRM 2013
Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number
Expertise Level
Overview/Description
Microsoft Dynamics CRM 2013 is a Customer Relationship Management application that you can use to automate and improve your organization's customer service. In this course, you will learn how to configure and use the customer service module including creating and managing service cases, implementing a knowledge base, complex service scheduling, and management of contracts and service level agreements.
Target Audience
Individuals who plan to use, implement, or support the Microsoft Dynamics CRM 2013 service module in their organization
Prerequisites
None
Expected Duration (hours)
2.9
Lesson Objectives Customer Service Automation in Microsoft Dynamics CRM 2013
start the course
create, assign, and resolve service cases
create a subject tree
describe the built-in personal queues
create shared queues for managing a team's work items
use queues to manage, assign, and route work items
work with the out-of-the-box customer service reports
set up article templates
manage the knowledge base article lifecycle of creating, approving, and publishing articles
search the knowledge base
use knowledge base articles to assist with resolving cases
create contract templates
create a contract for a customer
link contracts to cases
create sites, facilities, equipment, and resources groups
set up the services taking into account available capacity
schedule a basic service
configure work hours for resources and add business closure times
use the service scheduling engine
use the service calendar
configure the amount of service a customer is entitled to receive
link an entitlement to a case and ensure that the terms of the entitlement are met
create service level agreements
recognize how SLA records are integrated with cases
create parent/child relationships between cases
route cases automatically to a queue, team, or user according to pre-defined criteria
create cases automatically from e-mails, based on a set of pre-configured rules
set up and test a case routing rule
Course Number: er_dcrm_a04_it_enus
Expertise Level
Intermediate