Продолжительность курса 1 день /8 академических часов

Время проведения — с 10:00 до 17:00

Ближайшие даты проведения тренинга Microsoft CRM.

* Описание курса 80726 Обслуживание клиентов в Microsoft Dynamics CRM 2016 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.

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:

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 01: Introduction to Service Management

Evaluate examples of customer scenarios where the customer service capabilities of Microsoft Dynamics CRM can be applied
Define the basic record types utilized by the customer service functionality of Microsoft Dynamics CRM

Module 02: Case Management

Explore the main components of working with cases
Discuss the default fields available on a case form
Demonstrate how to convert cases from activity records
Analyze business process flows and how they can be branched based off customer service situations
Examine the Case to Resolution process and how it can effectively be used
Define specific rules used for advanced configuration options related to case management
Determine the best method to sync two merged cases together

Module 03: Knowledge Base

Search for articles within the knowledge base and associate them with a case
Resolve cases quick by using knowledge base articles
Create, manage, and maintain knowledge base article templates
Examine the process of creating, modifying, and publishing knowledge base articles
Develop how to properly format knowledge base articles through a template and the Engagement Hub
Demonstrate how to attach knowledge base articles to emails

Module 04: Queue Management

Differentiate between system queues and personal queues
Evaluate how to create and maintain queues
Demonstrate how to add cases and activities to queues
Work with queue items, such as routing, working on, releasing, and removing them
Define what queue item details are and what they all entail
Discuss how to route records to specific queues

Module 05: Service Level Agreements

Create and manage Service Level Agreements (SLA’s)
Define the types of Service Level Agreements and discover the differences between the two
Explore several Service Level Agreements actions and details
Manage cases that are associated with Service Level Agreements

Module 06: Entitlements

Apply knowledge to create and maintain entitlement templates
Create new entitlements from scratch and by using templates
Define entitlement channels and how they affect the overall entitlement
Clarify how products and cases can be added to an entitlement and what this does to the entitlement
Associate Service Level Agreements with entitlements
Activate and renew entitlements that are applied to cases

Module 07: Service Scheduling

Define the basic terminology and elements that make up the Service Scheduling module
Recognize common scenarios where service scheduling applies
Distinguish what resources and services portray in the Service Scheduling module and how they affect scheduling
Identify the role and importance of the service activity scheduling engine and scheduling process
Demonstrate how to create and modify services and selection rules for the resources required to perform a service activity
Discuss how to create, manage, and maintain elements within the Service Scheduling module

Module 08: Interactive Service Hub

Define how the Interactive Service Hub can significantly improve the quality of service for your organization
Explore the features of Multi-Stream Dashboards and how they affect the customer service experience
Determine how Single-Stream Dashboards can be utilized to best organize important service information
Manage queues and cases from streams within Microsoft Dynamics CRM
Discuss how to create and configure interactive dashboards

Module 09: Unified Service Desk

Identify the Unified Service Desk and provide an overview of benefits and what it all entails
Discuss the components within the Integrated Agent Desktop

Module 10: Service Management Analysis

Identify default service dashboards that are available within Microsoft Dynamics CRM
Discover the power that PowerBI service dashboards have to offer
Work with service reports and system charts for a more organized customer service experience
Define metrics and goals to learn how they work with each other within the service module
Create monthly goals for case records and learn what they can do to further improve customer service

Module 11: FieldOne

FieldOne Introduction
Logging In and Navigating FIeldOne Sky
Dispatcher
Field Agent
Manager
FieldOne Overview

Module 12: Course Review

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

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Для уточнения расписания или записи на обучение напишите сообщение на E-mail info@giustoconsulting.com или позвоните по телефону в Москве: +7 495 642 44 05