80545: Customer Service in Microsoft Dynamics CRM 2013

80545: Customer Service in Microsoft Dynamics CRM 2013 Course Description

Duration: 1.00 days (8 hours)

This course focuses on how an organization can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM 2013. This course provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2013.

Additionally, this course guides you through the process of working with your customers in Microsoft Dynamics CRM 2013, 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.

SATV Eligible Course

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Next Class Dates

Feb 19, 2018
9:00 AM – 5:00 PM PT
Apr 2, 2018
9:00 AM – 5:00 PM CT
Jun 4, 2018
9:00 AM – 5:00 PM PT
Jul 30, 2018
9:00 AM – 5:00 PM CT

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Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this 80545: Customer Service in Microsoft Dynamics CRM 2013 Course

  • » This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2013 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.

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Course Prerequisites for 80545: Customer Service in Microsoft Dynamics CRM 2013

  • » General knowledge of Microsoft Windows
  • » General knowledge of Microsoft Office
  • » An understanding of Customer Relationship Management solution processes and practices

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80545: Customer Service in Microsoft Dynamics CRM 2013 Course Objectives

  • » 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.

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80545: Customer Service in Microsoft Dynamics CRM 2013 Course Outline

      1. Module 1: Introduction
        1. Customer Scenarios
        2. Customer Service Entities and Record Types
      2. Module 2: Cases
        1. Creating Case Records
        2. Understanding the Process Ribbon and Menu Options
        3. Case Resolution, Canceling and Deleting
        4. Assigning Case Records
        5. Other Actions on Cases From Forms and Views
        6. Working with the Subject Tree
        7. Working with the Case List and Views
        8. Lab : Case Resolution Processing
        9. Create a case
        10. Associate a phone call with the case
        11. Resolve the case
      3. Module 3: Knowledge Base
        1. Article Templates
        2. Creating, Approving and Publishing Articles
        3. Using and Searching the Knowledge Base
        4. Cases and Knowledge Base Articles
        5. Sending Knowledge Base Articles
        6. Lab : Managing Knowledge Base Articles
        7. Create, Submit, and Publish a Knowledge Base Article.
      4. Module 4: Queue Management
        1. Queue Management
        2. Lab : Create and Manage Queues
        3. Create a New Public Queue for Incoming Questions
      5. Module 5: Contracts
        1. Contracts and Contract Templates
        2. Creating and Working with Contracts
        3. Using Contracts with Cases
        4. Lab : Resolving a Case with a Contract
        5. Create a Contract Template
        6. Create a Contract using a Contract Template
        7. Open a case and associate a contract
        8. Create and Close an Appointment Activity a With the Case
        9. Resolve the Case
      6. Module 6: Analysis, Reports and Goals
        1. Customer Service Reports
        2. Customer Service Charts and Dashboards
        3. Customer Service Goals and Metrics
        4. Lab : Goals and Goal Metrics
        5. Modify a Goal Metric to Include in-Progress Cases
      7. Module 7: Service Scheduling
        1. Service Scheduling Scenarios
        2. Service Scheduling Terminology
        3. Service Scheduling Process
        4. Resources, Services and Selection Rules
        5. Include Customer Preferences
        6. Understand Sites and Same-Site Requirements
        7. Manage Business Closures
        8. Explain the Service Activity Scheduling Engine
        9. Working with Service Activities and the Service Calendar
        10. Close, Cancel, or Reschedule a Service Activity
        11. Lab : Schedule a Service by Using a Same-Site Requirement

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Next Steps after taking this 80545: Customer Service in Microsoft Dynamics CRM 2013 Course:

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Do you have the right background for 80545: Customer Service in Microsoft Dynamics CRM 2013?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

Ramesh P.
Ramesh holds a Masters Degree in Computer Science with specialization in Information Security and is pursuing his Doctoral degree in IT from the University of South Australia (UniSA). He is a one of a kind trainer - he has been working in the IT field since 1995 and is an expert in C#, VB.NET, ASP.NET, Java/J2EE, PL/SQL, VB, ASP, and XML technologies. Ramesh also has extensive experience developing and implementing BizTalk and SharePoint in large corporations, as well as more than 10 years experience working with Oracle and SQL server/Sybase databases. With more than 19 certifications, Ramesh is an IT guru and trainer with worldwide experience, which includes presentations and trainings across US, Asia, and Middle East. He is a full time instructor at NetCom Learning and we couldn't be happier in having him as one of our Subject Matter Experts.
Satish R.
Charles W.
- Expert in Microsoft Office applications such as Excel, Word, PowerPoint, Outlook, Project, Visio, and Access as well as Adobe Graphic and Web Designer (InDesign, Acrobat, Photoshop, Illustrator, Dreamweaver and Flash Catalyst)
- Holds an A.A.S in Graphic Design as well as various Awards and Affiliations, including MCT, MCP, MCAS, and Office 2007 Master.
- Senior Lead Trainer for over 10 years.

Bio:

Charles is a Technical Trainer & Instructional Designer for over 10 years. He is a Microsoft Certified Trainer and dedicates himself to Microsoft Office applications such as Excel, Word, PowerPoint, Outlook, Project, Visio, and Access. He is also an Adobe specialist and holds a degree in Graphic Design.

Charles is well known for his high evaluation scores, achieving 8.75 out of 9 on a regular basis, teaching in one-on-one, instructor-led, and web-based environments; one of the reasons for his high evaluation is his expertise in increasing personnel performance by developing and implementing programs constructed from the job task analysis process. Charles currently teaches Adobe Graphic and Web Designer, and Microsoft Office Specialist courses at NetCom Learning.
David H.
David is a hands-on, dynamic and experienced financial systems consultant with successful work history of implementing large scale ERP systems, managing and directly responsible for data migration, financial report validation and customization, end-user training, process documentation and automation. David has been a trainer for more 21 years.
Ginger M.
- Bachelor's Degree in Accounting and a Masters of Business Administration from Rutgers University.
- Over 9 years of experience as a Master Certified Trainer. Expert in MS Dynamics GP Financials, Installation, HR/Payroll, Project Accounting, Inventory and Integration Manager.
- Project Manager to various MS Dynamics Great Plains implementations.

Bio:

Ginger holds a Bachelor's Degree in Accounting and a Masters of Business Administration from Rutgers University. Her career started as an Auditor for Deloitte & Touch and over the years she developed her passion for Microsoft Dynamics, implementing Dynamics GP and Project Cost in the Professional Services, Commercial Real Estate and Medical Facilities vertical markets.

Ginger's experience with Microsoft Dynamics is unparalleled. As a Certified Master Dynamics trainer, she stays abreast of the latest Dynamics modules and shares experience with a very hands-on training technique at NetCom Learning.
Lynn D.
- Over 25 years of experience working as Senior Financial Analyst and Senior Auditor.
- Professor of Graduate Management and Business School at the University of Phoenix since 2007.
- Microsoft Certifications in Financials, Trade & Logistics, Production and Human Resources Management as well as Microsoft Certified Trainer (MCT) since 2009.

Bio:

Lynn is a very accomplished Senior Financial Analyst and Senior Auditor with over 25 years of experience. She has been a Microsoft Certified Trainer since 2009 and a Professor of Graduate Management and Business School at University of Phoenix since 2007. In addition to several other Microsoft certifications, she is also a specialist in Microsoft Dynamics AX.

Lynn has taught several Microsoft Dynamics AX courses at NetCom Learning and is described by her students as very knowledgeable, qualified, and patient with her approach. Her classes are very dynamic and energetic, just as the course per se.
Ronald C.
- Founder and Managing Partner of Guided Technology Inc. which provides Microsoft consulting expertise and educational services for corporate and government.
- At Guided Technology, Ron was responsible for creating a strategic roadmap for First Data Corporation.
- At New York City Department of Finance, as Senior Manager & Design Architect, Ron designed and implemented IBM Servers collecting $15 billion in tax revenue.

Ron has always enjoyed teaching and instructing others, whether in the installation process of software and hardware upgrades, or as working as the Head of Training for Valinor, a Microsoft Consulting Partner, where Ron managed the company's training centers and worked as a Senior Instructor (MCT).

In addition to working in the management level of the business and software consulting market for over 18 years, Ron also worked as a Surface Warfare Officer and Weapons Officer in the United States Navy, serving two tours of duty. He served aboard the USS Tuscaloosa from 1984 -1987, and participated in two Western Pacific Deployments.

Ron loves basketball and played on Trinity College's varsity basketball team for all four years of college.

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Recent Client Testimonials & Reviews

Great staff, great instructor, very responsive to needs.

-Laura C.
Course(s) Taken

» Microsoft Dynamics CRM 2011: Accelerated Combo

overall, good class, and good instructor - great knowledge of many platforms and programs.

-Robert V.
Course(s) Taken

» Microsoft Dynamics CRM 2011: Accelerated Combo

The courses, teachers, and facilities are all very good.

-Allan S.
Course(s) Taken

» Microsoft Dynamics CRM 2011: Accelerated Combo

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