Only £500 + VAT

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Course Details

Title: T4CRM036 - CRM 2016 Customer Service
Duration: 1 day
Price: £500 + VAT

This course:

- Introduces the capabilities of Service Management in Microsoft Dynamics CRM 2016.
- Focuses on how an organization can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM 2016.
- Provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2016.
- Guides you through the process of working with your customers in Microsoft Dynamics CRM 2016, including: resolution of customer complaints and services issues cost effectively, and provides insight on managing all related correspondence, documents, contacts and conversations.

The brand new tools and functionality available in the release of Microsoft Dynamics CRM 2016 are also covered in detail within the following What's New in CRM 2016 module.
Module 10: New in CRM 2016 Services

Audience Profile
This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2016 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
• Understand the context of Service Management and review real-life service scenarios.
• Identify how Goal Management enables organizations to manage and analyze performance.
• Use the service analysis tools that Microsoft Dynamics CRM provides analyze and report on service-related information
• 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: Microsoft Dynamics CRM Concepts
- Microsoft Dynamics CRM functionality
- Microsoft Dynamics CRM clients
- Microsoft Dynamics CRM records
- Application navigation

Module 2: Working with the Application
- Customer records
- Addresses
- Personal options

Module 3: Introduction to Services Management
Lessons
- Customer Scenarios
- Customer Service Entities and Record Types

Module 4: Cases
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

Module 5: Knowledge Base
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.

Module 6: Queue Management
Lessons
- Queue Management
Lab: Create and Manage Queues
- Create a New Public Queue for Incoming Questions

Module 7: Contracts
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

Module 8: Analysis, Reports and Goals
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

Module 9: Service Scheduling
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.

Module 10: New in CRM 2016
Lessons
- New interactive service hub dashboards and forms help you prioritize workloads
- Use of pre-formatted Excel templates to quickly create Excel documents directly from CRM.
- One click easy generation of documents from CRM using role based pre-defined Word templates.
- Next generation Cortana integration for service teams.
- Interactive generation of HTML in emails.

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.