80726 - Customer Service in Microsoft Dynamics CRM 2016 MB2-714

Code: 80726
Category: Dynamics CRM 2016 | CRM 2015 | CRM 2013 | CRM 2011
Course duration: 1 days
Price:

80726: Customer Service in Microsoft Dynamics CRM 2016 MB2-714 (1 Day)

Description

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

The Customer Service course guides you through the process of working with your customers in Microsoft Dynamics CRM 2016, including resolution of customer complaints and service 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 helps prepare you for exam MB2-714.

Module 1: Introduction to Service Management

  • Customer Scenarios
  • Basic Record Types

Module 1 Key Take Away 

Test Your Knowledge Module 1 

Test Your Knowledge Answers Module 1

Module 2: Case Management    

  • Create New Case Records
  • Default Case Form
  • Case Lists and Views
  • Search for Case Records
  • Convert Activities to Cases
  • Business Process Flows
  • Case Resolution Process
  • Case Routing Rules
  • Parent/Child Cases
  • Merge Cases

Module 2 Key Take Away

Practice Module 2

LAB 2.1 CREATE A CASE

Lab 2.2 RESOLVE AND REACTIVATE A CASE

LAB 2.3 CASE ROUTING RULE CREATION

LAB 2.4 PARENT/CHILD CASES

Test Your Knowledge Module 2 

Test Your Knowledge Answers Module 2

Module 3: Knowledge Base

  • Article Templates
  • Create and Maintain Article Templates
  • Format Knowledge Base Articles
  • Create Knowledge Base Articles
  • Search Articles
  • Use Knowledge Base Articles to Resolve Cases
  • Attach Knowledge Base Articles to Emails

Module 3 Key Take Away

Practice Module 3

LAB 3.1 SUBJECT TREE MANAGEMENT

LAB 3.2 KNOWLEDGE BASE ARTICLE TEMPLATES

LAB 3.3 CREATE A KNOWLEDGE BASE ARTICLE

Test Your Knowledge Module 3

Test Your Knowledge Answers Module 3 

Module 4: Queue Management

  • System and Personal Queues
  • Create and Maintain Queues
  • Add Cases and Activities to Queues
  • Queue Items: Work On
  • Queue Items: Release and Remove
  • Queue Item Details
  • Case Routing

Module 4 Key Take Away

Practice Module 4

LAB 4.1: CREATE AND MANAGE A QUEUE

LAB 4.2: MANAGE QUEUE ITEMS

Test Your Knowledge Module 4 

Test Your Knowledge Answers Module 4 

Module 5: Service Level Agreements

  • Create Service Level Agreements
  • Service Level Agreement Types
  • Standard SLA’s
  • Enhanced SLA’s
  • SLA’s On-Demand
  • Manage Cases with SLA’s

Module 5 Key Take Away

Practice Module 5

LAB 5.1: CREATE AND ACTIVATE AN SLA

Test Your Knowledge Module 5

Test Your Knowledge Answers Module 5

Module 6: Entitlements

  • Entitlements and Entitlement Templates
  • Create New Entitlements
  • Entitlement Channels
  • Apply Entitlements to Cases
  • Associated Products
  • Associate Service Level Agreements and Entitlements
  • Activate Entitlements

Module 6 Key Take Away

Practice Module 6

LAB 6.1: CREATE AN ENTITLEMENT TEMPLATE WITH CHANNELS

LAB 6.2 CREATE AND MANAGE AN ENTITLEMENT

Test Your Knowledge Module 6

Test Your Knowledge Answers Module 6

Module 7: Service Scheduling

  • Service Scheduling Overview
  • Selection Rules
  • Customer Preferences
  • Schedule Activities
  • Capacity Scheduling
  • Managing Service Activities

Module 7 Key Take Away

Practice Module 7

LAB 7.1 CREATE A FACILITIES/EQUIPMENT RECORD AND SET A WORK SCHEDULE

LAB 7.2 CREATE A SERVICE AND SIMPLE SELECTION RULE

LAB 7.3 SCHEDULE A SERVICE ACTIVITY

Test Your Knowledge Module 7

Test Your Knowledge Answers Module 7

Module 8: Interactive Service Hub

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

Module 8 Key Take Away

Practice Module 8

LAB 8.1 CREATE AN INTERACTICE DASHBOARD

Test Your Knowledge Module 8

Test Your Knowledge Answers Module 8

Module 9: Unified Service Desk

  • Unified Service Desk Over
  • Integrated Agent Desktop

Module 9 Key Take Away

Test Your Knowledge Module 9

Test Your Knowledge Answers Module 9

Module 10: Service Management Analysis

  • Work with Service Dashboards
  • PowerBI Service Dashboards
  • Work with Service Reports
  • Work with System Charts for Cases
  • Understand Service Metrics and Goals
  • Create Monthly Goals for Cases

Module 10 Key Take Away

Practice Module 10

LAB 10.1 CONFIGURE THE CASE SUMMARY TABLE REPORT

LAB 10.2 CREATE A SERVICE GOAL

Test Your Knowledge Module 10

Test Your Knowledge Answers Module 10

Module 11: FieldOne

  • Logging in and Navigation
  • A Day in the Life of: A Dispatcher
  • A Day in the Life of: A Field Agent
  • A Day in the Life of: A Manager

Module 11 Key Take Away

Test Your Knowledge Module 11

Test Your Knowledge Answers Module 11

Module 12: Voice of the Customer

  • Why Voice of the Customer?
  • Capabilities
  • Distribution
  • Capturing Responses
  • Availability

Module 12 Key Take Away

Test Your Knowledge Module 12

Test Your Knowledge Answers Module 12

 

Prerequisites:

  • 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.

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