Course Description
This course focuses on how an organization 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.
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
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.
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.
At Course Completion
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
Recognize 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.
Course Outline
Module 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.