Customer Service Automation in Microsoft Dynamics CRM 2013

Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number
Expertise Level

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Overview/Description
Microsoft Dynamics CRM 2013 is a Customer Relationship Management application that you can use to automate and improve your organization's customer service. In this course, you will learn how to configure and use the customer service module including creating and managing service cases, implementing a knowledge base, complex service scheduling, and management of contracts and service level agreements.

Target Audience
Individuals who plan to use, implement, or support the Microsoft Dynamics CRM 2013 service module in their organization

Prerequisites
None

Expected Duration (hours)
2.9

Lesson Objectives

Customer Service Automation in Microsoft Dynamics CRM 2013

start the course

create, assign, and resolve service cases

create a subject tree

describe the built-in personal queues

create shared queues for managing a team's work items

use queues to manage, assign, and route work items

work with the out-of-the-box customer service reports

set up article templates

manage the knowledge base article lifecycle of creating, approving, and publishing articles

search the knowledge base

use knowledge base articles to assist with resolving cases

create contract templates

create a contract for a customer

link contracts to cases

create sites, facilities, equipment, and resources groups

set up the services taking into account available capacity

schedule a basic service

configure work hours for resources and add business closure times

use the service scheduling engine

use the service calendar

configure the amount of service a customer is entitled to receive

link an entitlement to a case and ensure that the terms of the entitlement are met

create service level agreements

recognize how SLA records are integrated with cases

create parent/child relationships between cases

route cases automatically to a queue, team, or user according to pre-defined criteria

create cases automatically from e-mails, based on a set of pre-configured rules

set up and test a case routing rule

Course Number:
er_dcrm_a04_it_enus

Expertise Level
Intermediate