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CRM1502: Customer Service in Microsoft Dynamics CRM 2015 (80710)


Course Introduction

This course will focus on the Microsoft Dynamics CRM features used to manage standard business processes, such as sales, marketing and service. This course will cover how to track and manage the sales process from potential to close, how to get insight on sales process information, how to nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM.  It also introduces the tools available to analyze and report on sales, service and marketing information.

Additionally, this course guides you through the process of working with your customers in Microsoft Dynamics CRM, 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 is intended for business or technical decision makers, sales representatives, administrators, office managers, and other individuals who need to improve internal business processes by implementing the Microsoft Dynamics CRM application and platform in their organizations and need a foundational understanding of the application functionality.


Before attending this course, students must have:

  • General knowledge of Microsoft Windows
  • General knowledge of Microsoft Office, in particular Microsoft Outlook
  • An understanding of Customer Relationship Management solution processes and practices

What are the goals for this course?

  • Gain a general understanding of marketing lists
  • Identify when to use a quick campaign
  • Capture and manage campaign responses
  • Create and manage sales goals for individuals, teams, and the organization.
  • Configure fiscal periods.
  • 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.
  • Practise goal management features to establish and track progress against target values for key performance indicators.
  • Use the service scheduling functionality and understand how it is designed to assist organizations when providing services that require complex combinations of resources.