Only £2800 + VAT


Course Details

Title: T4CRM056 - CRM 2016 Customer Service Certification Bootcamp
Duration: 4 days
Delivery Method: Full Time
Price: £2800 + VAT

Certification Bootcamp Package
This bootcamp contains the following additional benifits to help you gain your certification:

  • Exam coaching classes, every evening during the Bootcamp
  • The exam itself.
  • Free post course exam coaching sessions via Skype.
  • A free resit on Bootcamp during the next 12 months.

This course:

- Fully prepares individuals for the Microsoft CRM 2016 Services exam MB2-714
- Introduces the capabilities of Service Management in Microsoft Dynamics CRM 2016.
- Includes modules on the latest extensions and features of CRM 2016 including:

  • Interactive Service Hub
  • Unified Service Desk
  • Power BI Dashboards
  • FieldOne
  • Voice of the Customer
- 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.

Audience Profile
Individuals wishing to obtain a certification in Dynamics CRM 2016 Customer Service should take this course. The primary audience is a partner who sells and implements customer service modules in Microsoft Dynamics CRM 2016. This audience typically includes sales operations managers, customer service managers, service schedulers, administrators, office managers, executives, and consultants who want to demonstrate a foundational understanding 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: Interactive Service Hub
Lessons
- Single-Stream Dashboards.
- Multi-Stream Dashboards.
- Managing Queues from streams.
- Managing Cases from streams.

Module 11: Interactive Service Hub
Lessons
- Create Interactive Dashboards.
- Understand integrated agent desktop components.

Module 12: Service Management Analyis
Lessons - Use Microsoft Power BI service dashboards.
- Work with the service calendar.
- Work with service reports.
- Work with service dashboards.
- Work with system charts for cases.
- Understand service metrics and goals.
- Create goals for case records.

Module 13: Field One and Surveys
Lessons
- Understand FieldOne functionality.
- Identify reasons to automate the field service organisation
- Identify the benefits of using FieldOne
- Understand survey distribution options
- Create and configure surveys
- Capture responses

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.