80887: Customer Service in Microsoft Dynamics CRM 2016|

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80887: Customer Service in Microsoft Dynamics CRM 2016

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Course Description

About the 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.

Course Curriculum

Course # : 80887

Customer Service in Microsoft Dynamics CRM 2016

Exam : Customer Service in Microsoft Dynamics CRM 2016

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80887: Customer Service in Microsoft Dynamics CRM 2016

Objectives

Introduce the basic records types and business processes that are involved in the service module
Analyze how to use features such as queues and the knowledge base for case management and quicker resolution times
Explore the Interactive Service Hub to show how it can improve and speed up customer service
Engage in the customer portal to increase customer satisfaction
Evaluate the schedule board and proper resources assigned to field service tasks for an enhanced service scheduling process

Target Audience

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.

Prerequisites

Required: Basic understanding of sales, marketing, and customer service
Required: Knowledge of common Microsoft Dynamics CRM record is preferred, but not required

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