Realdolmen Education

Details

The customer service module to its full potential in Microsoft Dynamics CRM

This course is currently not scheduled on the open calendar, but can be organized on request.

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Duration

2 day(s)

Audience

End users (sales, presales, customer service people, ...), key users, Application and technology consultants, developers, solution architects.

Prerequisites

Some basic experience using Windows applications; Knowledge of basic sales, customer service and marketing roles in a business; Attended the course "Introduction to Microsoft Dynamics Online and On Premise"

Objectives

Explore a number of possible business scenarios that could leverage the default Customer Service functionality within Microsoft Dynamics CRM.

Methods

Class training with individual guidance and the possibility to ask questions. The student can immediately put the possibilities of the program into practice by means of exercises. Each student disposes of a workstation.

Description

This 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. It also gives an overview of how you can measure and analyze overall CRM success by using 7 analysis tools. This module will be treated from the perspective of the web browser as well as the Outlook CRM client.

Contents

  • The CRM interface
  • Accounts and contacts
  • Activity management
  • Case management
  • Queue management
  • Knowledge base
  • Service Level Agreements (SLA's)
  • Entitlements
  • Measuring and analyzing overall CRM success
    • Lists and viewes
    • Searching data
    • Reports
    • Export to Excel
    • Charts
    • Dashboards
    • Introduction to goals
  • Service scheduling