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CRM1602: Customer Service in Microsoft Dynamics CRM 2016 (80887)


About this course

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.

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.

Course Outline

Module 1: Key Take Away

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 3: Knowledge Base

  • Article Templates
  • Create and Maintain Article Templates
  • Format Knowledge Base Articles
  • Create Knowledge Base Articles
  • Show Me: Knowledge Base Life Cycle
  • Search Articles
  • Use Knowledge Base Articles to Resolve Cases
  • Attach Knowledge Base Articles to Emails

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 5: Service Level Agreements

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

Module 6: Entitlements

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

Module 7: Interactive Service Hub

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

Module 8: Unified Service Desk

  • Unified Service Desk Over
  • Integrated Agent Desktop

Module 9: 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: Voice of the Customer

  • Voice of the Customer
  • Voice of the Customer across the Enterprise
  • Invitation and Action

Module 11: Customer Portal

  • What is Field Services
  • Field Service Industries
  • Field Service Capabilities
  • Field Service Resources
  • Schedule Managenment
  • Inventory Management
  • Demonstration: Field Service
  • Field Service Analysis


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