Курс 80887. Обслуживание клиентов в Microsoft Dynamics CRM 2016. Update 1

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Продолжительность курса 1 день /8 академических часов

Время проведения — с 10:00 до 17:00

Ближайшие даты проведения тренинга Microsoft CRM.

* Описание курса Курс 80887 Обслуживание клиентов в Microsoft Dynamics CRM 2016. Update 1 представлено на английском языке. Курс читается на русском языке.

Описание курса

About this Course

This course focuses on how an organization can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM 2016. This course provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2016.

This course 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. 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.

This course contains modules and lessons from 80726: Customer Service in Microsoft Dynamics CRM 2016 as well as new modules and lessons covering Microsoft Dynamics CRM 2016.

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.

After completing this course, students will be able to:

  • Introduce the basic records types and business processes that are involved in the service module
  • Analyze how to use features such as queues and the knowledge base for case management and quicker resolution times
  • Explore the Interactive Service Hub to show how it can improve and speed up customer service
  • Engage in the customer portal to increase customer satisfaction
  • Evaluate the schedule board and proper resources assigned to field service tasks for an enhanced service scheduling process
  • Some basic experience using Windows applications
  • Knowledge of basic sales, marketing, and customer service roles in a business
  • Some knowledge of common Microsoft Dynamics CRM record types is preferred

Course Outline

Module 01: Introduction to Service Management

  • Customer Scenarios
  • Basic Record Types

Module 02: Case Management

  • Create New Case Records
  • Case Form
  • Case Lists and Views
  • Search Case Records
  • Convert Cases from Activities
  • Case Resolution Process
  • Case Routing Rules
  • Parent Child Cases
  • Merge Cases

Module 03: Knowledge Base

  • Article Templates
  • Working with Article Templates
  • Format New Knowledge Base Articles
  • The Knowledge Base Life Cycle
  • Using and Searching the Knowledge Base
  • Use Knowledge Base Articles to Resolve Cases
  • Email Knowledge Base Articles

Module 04: Queue Management

  • Queue Types
  • Create and Maintaining Queues
  • Practice: Add a Case to a Queue
  • Add Cases and Activities to Queues
  • Queue Items
  • Queue Items: Release and Remove
  • Queue Item Details
  • Case Routing

Module 05: Service Level Agreements

  • Service Level Agreements
  • Service Level Agreement Types
  • Standard Service Level Agreements
  • Service Level Agreements On Demand
  • Manage Cases with Service Level Agreements

Module 06: Entitlements

  • Entitlement Templates
  • Create Entitlements
  • Entitlement Channels
  • Apply Entitlements to Cases
  • Associate Products
  • Associate Service Level Agreements
  • Entitlement Lifecycle

Module 07: Interactive Service Hub

  • Multi Stream Dashboards
  • Single Stream Dashboards
  • Manage Queues and Cases from Streams
  • Create Interactive Dashboards

Module 08: Unified Service Desk

  • Unified Service Desk Overview
  • Integrated Agent Desktop

Module 09: Customer Service Analysis

  • Service Dashboards
  • PowerBI Dashboards
  • Report Design
  • Charts Design
  • Goal Management Components
  • Define Goals

Module 10: Voice of the Customer

  • Voice of the Customer
  • Voice of the Customer Across the Enterprise
  • Survey Formatting
  • Invitation and Action
  • Distribution
  • Survey Responses

Module 11: Customer Portal

  • Customer Portal
  • Benefits of the Customer Portal

Module 12: Field Services

  • What is Field Services
  • Field Service Capabilities
  • Field Service Across the Enterprise
  • Field Service Resources
  • Work Orders
  • Inventory Management
  • Field Service Analysis

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

В начало

Ближайшие даты

Ближайшие тренинги Microsoft Dynamics CRM 2016

80728 «Введение в Microsoft Dynamics CRM 2016» Продолжительность курса 1 день. Осталось - 12 дн. и 04:14 ч. 04.02.2019-04.02.2019, г. Москва Запрос на обучение
80726 «Обслуживание клиентов в Microsoft Dynamics CRM 2016» Продолжительность курса - 1 день. Осталось - 13 дн. и 04:14 ч. 05.02.2019-05.02.2019, г. Москва Запрос на обучение
80727 «Управление продажами в Microsoft Dynamics CRM 2016» Продолжительность курса - 1 день. Осталось - 14 дн. и 04:14 ч. 06.02.2019-06.02.2019, г. Москва Запрос на обучение
80735 «Инсталляция Microsoft Dynamics CRM 2016» Продолжительность курса 2 дня. Осталось - 19 дн. и 04:14 ч. 11.02.2019-12.02.2019, г. Москва Запрос на обучение
80729 «Настройка и конфигурирование в Microsoft Dynamics CRM 2016» Продолжительность курса 3 дня. Осталось - 21 дн. и 04:14 ч. 13.02.2019-15.02.2019, г. Москва Запрос на обучение
80849 «Разработка решений в Microsoft Dynamics CRM 2016» Продолжительность курса 3 дня. Осталось - 33 дн. и 04:14 ч. 25.02.2019-27.02.2019, г. Москва Запрос на обучение

Документ об окончании

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