80710 Обслуживание клиентов в Microsoft Dynamics CRM 2015

Продолжительность: 1 день(8 ак.часов)

Стоимость очного обучения: 17850 руб.

Другие формы обучения:

Расписание обучения Microsoft CRM

17000 руб.


This course focuses on how an organization can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM 2015. This course provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2015.

This course guides you through the process of working with your customers in Microsoft Dynamics CRM 2015, 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


What are the goals for this course?

Explore a number of possible business scenarios that could leverage the default Customer Service functionality within Microsoft Dynamics CRM.


What are the prerequisites to consume this course?

  • Some basic experience using Windows applications
  • Knowledge of basic sales and marketing roles in a business
  • Completion of the Microsoft Dynamics CRM Introduction course



Module 01: Customer Service Overview

  • Module Overview
  • Customer Scenarios
  • Entities and Record Types
  • Entities and Record Types Continued
  • Module Review
  • Test Your Knowledge

Module 02: Case Management

  • Module Overview
  • Creating Case Records
  • Quick Create
  • Practice: Quick Create: Create a New Case
  • Creating a Case from an Activity
  • Review of Case Form
  • Practice: Creating a Case (Using the Standard Form)
  • Adding Posts, Activities and Notes
  • Viewing Related Records
  • Viewing Related Records
  • Managing Cases
  • Case Resolution and Case Reactivation
  • Practice: Resolving and Reactivating Cases
  • Other Actions on Cases
  • Subject Tree
  • Subject Tree Management
  • Practice: Subject Tree Management
  • Other Case Features and Functionality
  • Automatic Record Creation and Update Rules
  • Conditions for Record Creation
  • Creation and Update Details
  • Case Routing Rules
  • Case Routing Rule Creation
  • Practice: Case Routing Rule Creation
  • Configuration Automatic Record Creation Rules
  • Merging Cases
  • Merging Cases Together
  • Parent/ Child Cases
  • Parent Child Settings
  • Practice: Parent Child Settings
  • Module Review
  • Test Your Knowledge

Module 03: Knowledge Base

  • Module Overview
  • What is the Purpose of the Knowledge Base
  • Article Templates
  • Working with Article Templates
  • Knowledge Base Article Templates
  • Practice: Knowledge Base Article Templates
  • The Knowledge Base Life Cycle
  • Creating a Knowledge Base Article
  • Practice: Create a Knowledge Base Article
  • Using and Searching the Knowledge Base
  • Searching the Knowledge Base from Module
  • Demonstration Searching the Knowledge Base from Case
  • Emailing Knowledge Base Articles
  • Emailing Knowledge Base Articles
  • Module Review
  • Test Your Knowledge

Module 04: Queue Management

  • Module Overview
  • Queue Management
  • Queues: Uses
  • Queues: Advantages
  • Creating and Maintaining Queues
  • Queues: Types
  • System Queue Examples
  • Create a Queue
  • Queue Item Views
  • Working with Queues and Queue Items
  • Adding a Case to a Queue
  • Managing Queue Items
  • Practice: Create a Queue and Manage Queue Items
  • Module Review
  • Test Your Knowledge

Module 05: Entitlements and Service Level Agreements

  • Module Overview
  • What is an SLA
  • A Typical SLA
  • SLA Creation and Design
  • Practice: SLA Creation and Design
  • Entitlements
  • Entitlement Allotment Options
  • Creating Entitlement Templates
  • Create an Entitlement Template
  • Practice: Create an Entitlement Templates
  • Entitlements and Entitlement Channels
  • Creating and Managing Entitlements
  • Practice: Creating and Managing Entitlements
  • Entitlement Lifecycle
  • Entitlement Lifecycle: Renewal
  • Linking a Case to an Entitlement
  • Module Review
  • Test Your Knowledge

Module 06: Service Scheduling

  • Module Overview
  • Service Scheduling Overview
  • Service Scheduling Scenarios: Individual Worker
  • Service Scheduling Scenarios: Shift Work and Skills
  • Service Scheduling Scenarios: Complex Schedule
  • Service Scheduling Scenarios: Outbound Service
  • Scheduling Service Terminology
  • Scheduling Process
  • Service Scheduling Procedures
  • Creating a Facilities/ Equipment Record
  • Configuring the Work Schedule
  • Practice: Creating a Facilities/Equipment Record and Setting the Work Schedule
  • Create Service
  • Creating a Simple Selection Rule
  • Practice: Create a Service and a Simple Selection Rule
  • Resource Groups
  • Creating a Resource Group
  • Capacity Scheduling
  • Setting a Capacity on a Resource
  • Importing into Capacity Rules
  • Complex Selection Rule
  • Creating and Managing Sites
  • Creating and Managing Sites: Time Zones
  • Create a New Site
  • Managing Business Closures
  • Create a Business Closure Record
  • Service Activity Scheduling Engine
  • Example: Contoso Bike Manufacturing
  • Scheduling a Service
  • Practice: Scheduling a Service
  • Service Calendar
  • Working with the Service Calendar
  • Module Review
  • Test Your Knowledge

Module 07: Managing and Analyzing Overall CRM Success

  • Module Overview
  • Common Metrics: Sales
  • Common Metrics: Marketing
  • Common Metrics: Customer Service
  • Goal Setting and CRM Success
  • Analysis Tools
  • Searching for Data
  • Advanced Find
  • Creating an Advanced Find Query
  • Reporting and Design
  • Report Wizard
  • Custom Reporting Tools
  • Default Reports
  • Export to Excel
  • Practice: Create Goals
  • Charts and Dashboards
  • Types of Charts
  • Chart Design Concepts
  • Creating Charts
  • Creating Multi-Series and Multi-Category Charts
  • Practice: Creating Basic Charts: Multi-Series Bar Chart and Pie Chart
  • Working with Views and Charts
  • Working with Dashboards
  • Explore Dashboards
  • Create a New Dashboard
  • Goal Management Components
  • Goal Examples: Customer Service Management
  • Goal Metric Form
  • Fiscal Year Form
  • Defining Goals
  • Goal and Goal Metric Records
  • Create a New Goal Metric
  • Create a New Rollup Query
  • Parent and Child Goals
  • Module Review



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