Customer Service in Microsoft Dynamics CRM 2013

Transcription

1 Custmer Service in Micrsft Dynamics CRM 2013 Custmer Service in Micrsft Dynamics CRM 2013 Curse Cde: Certificatin Exam: MB2-700 Duratin: 1 Day Certificatin Track: N/A Frmat: Classrm Level: 300 Abut this curse: This curse fcuses n hw an rganizatin can nurture custmer satisfactin thrugh autmatin f business prcesses within Micrsft Dynamics CRM This curse prvides an insight int all the pwerful Custmer Service and Service Scheduling functinality capabilities within Micrsft Dynamics CRM Additinally, this curse guides yu thrugh the prcess f wrking with yur custmers in Micrsft Dynamics CRM 2013, including: reslutin f custmer cmplaints and services issues cst effectively, and prvides insight n managing all related crrespndence, dcuments, cntacts and cnversatins. This curse demnstrates the rich and relevant view f yur custmer that prvides yur team with actinable insights, including the use f knwledge management in a centralized knwledge base. Audience: This curse is intended fr individuals that plan t implement, use, maintain, r supprt Micrsft Dynamics CRM 2013 in their rganizatin. The training is intended fr custmer service representatives, service schedulers, administratrs, ffice managers, CEOs, and cnsultants wh want t gain fundatinal knwledge f the applicatin functinality. At Curse Cmpletin: After cmpleting this curse, students will be able t: Identify the key set f terms, phrases and elements t effectively wrk with Custmer Service Scenaris and Terminlgy Recgnize why cases are the fundamental recrd type in service management, and represent a single incident f service. Use Queues t rganize and stre Activities and Cases that are waiting t be prcessed. Effectively search the Knwledge Base t access a repsitry f infrmatinal articles used t assist custmer service representatives in the reslutin f cases. Utilize Cntract Management t specify the amunt f supprt services a custmer is entitled t. Use reprting functinality t gain insight int trends, perfrmance, and identifying pprtunities and ptential issues. Practice Gal Management features t establish and track prgress against target values fr key perfrmance indicatrs.

2 Custmer Service in Micrsft Dynamics CRM 2013 Use the Service scheduling functinality and hw it is designed t assist rganizatins when prviding services that require cmplex cmbinatins f resurces. Use Exchange Server 2010 Unified Messaging tls. Prerequisites: T benefit frm this curse, students must have: General knwledge f Micrsft Windws General knwledge f Micrsft Office An understanding f Custmer Relatinship Management slutin prcesses and practices Student Materials The student kit includes a cmprehensive wrkbk and ther necessary materials fr this class. Curse Outline: Mdule 1. Intrductin Micrsft Dynamics CRM includes a cmprehensive set f features that increases the efficiency f custmer service peratins. This mdule intrduces Micrsft Dynamics CRM Custmer Service terminlgy and custmer scenaris that the Custmer Service mdule might be used. The mdule discusses the basic cmpnents f case management, and wrks with the knwledge base, queues, and service cntracts. The mdule als prvides an verview f service scheduling and service management. Lessns Custmer Scenaris. Custmer Service Entities and Recrd Types. After cmpleting this mdule, students will be able t: Understand and explain the basic recrd types utilized by the Custmer Service functinality f Micrsft Dynamics CRM. Prvide examples f custmer scenaris where the Custmer Service capabilities f Micrsft Dynamics CRM can be applied. Mdule 2. Cases Custmer service is imprtant t a custmer relatinship management strategy. Micrsft Dynamics CRM prvides many features that rganizatins can use t manage the services they prvide t custmers. This mdule discusses cases and hw the cases can be used tgether inservice management functins.

3 Custmer Service in Micrsft Dynamics CRM 2013 Lessns Creating Case Recrds Understanding the Prcess Ribbn and Menu Optins Case Reslutin, Cancelling and Deleting Assigning Case Recrds Other Actins n Cases frm Frms and Views Wrking with the Subject Tree Wrking with the Case List and Views Lab 2: Case Reslutin Prcessing After cmpleting this mdule, students will be able t: Discuss the steps that are required t create a new case. Explain the case t reslutin prcess and hw it can be used effectively. Examine the effect f the activities and the prcedures that are used fr the knwledge base. Mdule 3. Knwledge Base Mst custmer service rganizatins use a knwledge base t prvide custmer service representatives (CSRs) with the infrmatin that they must have t answer questins abut a prduct r service. In Micrsft Dynamics CRM, the Knwledge Base prvides a central repsitry fr an rganizatin's infrmatin, stred as Articles and rganized by Subject. Lessns Article Template Creating, Apprving and Publishing Article Using and Searching the Knwledge Base Cases and Knwledge Base Articles Sending Knwledge Base Articles Lab 3: Managing Knwledge Base Articles After cmpleting this mdule, students will be able t: Create, activate, deactivate, and delete Knwledge Base article templates. Examine the cmplete prcess t create, edit, and publish Knwledge Base articles. Search fr Knwledge Base articles thrugh the Wrkplace, Service Area, and Advanced Find. Search Knwledge Base articles frm a case recrd. Use Knwledge Base articles t help reslve cases.

4 Custmer Service in Micrsft Dynamics CRM 2013 Mdule 4. Queue Management A queue is an area that is used t rganize and stre activities and wrk items that are waiting t be prcessed. A queue is als used fr activities and wrk items that are currently being wrked n. Micrsft Dynamics CRM includes queuing and wrkflw tls t imprve hw incming requests fr sales, marketing, and custmer service are handled. Lessns Queue Management Lab 4: Create and Manage Queues After cmpleting this mdule, students will be able t: Explain the differences and the details f Default/System Queues and Persnal Queues. Create and maintain Queues and Queue Items. Wrk with Ruting Queue items. This includes Adding, wrking n, and Releasing. Mdule 5. Cntracts Micrsft Dynamics CRM prvides many features that rganizatins can use t manage the services they prvide t custmers. This mdule describes hw cntracts can be used tgether with ther recrd types in Micrsft Dynamics CRM t help service and manage functins. Lessns Cntracts and Cntract Templates Creating and Wrking with Cntracts Using Cntracts with Cases Lab 5: Reslving a Case with a Cntract After cmpleting this mdule, students will be able t: Understand and explain the cmpnents f cntracts. Create and manage cntract templates. Create and manage cntracts. Understand the rle f cntract lines and add cntract lines t a cntract. Assciate cntracts with cases and understand the case reslutin prcess when cntracts are used.

5 Custmer Service in Micrsft Dynamics CRM 2013 Mdule 6. Analysis, Reprts and Gals In Micrsft Dynamics CRM, many methds are available t analyze and reprt Service Management infrmatin. By default, several reprts are available, and this includes the Case Summary Table reprt. This reprt is discussed in this mdule. Lessns Custmer Service Reprts Custmer Service Charts and Dashbards Custmer Service Gals and Metrics Lab 6: Gals and Gal Metrics After cmpleting this mdule, students will be able t: Wrk with the precnfigured service management reprts. Build persnal and system charts and dashbards t prvide insight int imprtant service management infrmatin. Use the Gal Management features t create and manage gals fr service management. Mdule 7. Service Scheduling This mdule prvides an verview f the service scheduling features f Micrsft Dynamics CRM. The rganizatins that use service scheduling require a cmplex cmbinatin f resurces. Service scheduling cnsiders the availability f emplyees, facilities, and equipment t make sure that the resurces are available t deliver service activities fr custmers. Lessns Service Scheduling Scenaris Service Scheduling Terminlgy Service Scheduling Prcess Resurces, Services and Selectin Rules Include Custmer Preferences Understand Sites and Same-Site Requirements Manage Business Clsures Explain the Service Activity Scheduling Engine Wrking with Service Activities and the Service Calendar Clse, Cancel, r Reschedule a Service Activity Lab 7: Schedule a Service by Using a Same-Site Requirement After cmpleting this mdule, students will be able t: Explain cmmn scenaris where the Scheduling Mdule can apply.

6 Custmer Service in Micrsft Dynamics CRM 2013 Define the cntext f the basic elements f the Scheduling Mdule. Identify the imprtant rle and f the Service Activity Scheduling Engine and Scheduling Prcess. Shw hw t create and mdify Services and Selectin Rules fr the resurces that are required t perfrm a service activity. Include custmer preferences when service activities are scheduled. Describe hw imprtant sites are, and hw t assciate resurces t a site. Als describe hw t enfrce same-site restrictins n a resurce selectin rule. Cnfigure resurces and build selectin rules t perfrm capacity scheduling. Describe hw t create and manage service activities.