Customer Service in Microsoft Dynamics CRM 2013

This course focuses on how an organisation 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 centralised knowledge base.

This course also helps candidates for exam MB2-700: Microsoft Dynamics CRM 2013 Applications.

After completing this course, students will be able to:

  • Identify the key set of terms, phrases and elements to effectively work with Customer Service Scenarios and Terminology
  • Recognise why cases are the fundamental record type in service management and represent a single incident of service
  • Use Queues to organise 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
  • Utilise 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 organisations when providing services that require complex combinations of resources

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

Before attending this course, students must have:

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

All our public scheduled training courses offer delegates the following facilities which are all included at no extra cost: 

  • Mini Continental Breakfast, with a choice of Croissants, Pastries, Cereals, Juices, and of course Tea and Coffee
  • Buffet Lunch
  • A Selection of Soft Beverages are available throughout the Training Day
  • Full Course Manual (Official Curriculum Courseware for Technical Courses where Designated)
  • Course Exercise Files on CD\DVD or Online
  • Course Stationery Pack (Pen, Pencil and Paper)
  • Course Certificate (Vendor Accredited where Designated)
  • FREE Internet Access during your visit (Wi-Fi as Available)

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Course Details:

Duration: 1 Day
Delivery: Instructor led
Type: Course
Setting: Classroom
Language: English
Audience: Information Workers
Code: MS80545
Exam: MB2-700
Level: 200

Don't be Left Disappointed

The earlier you book the cheaper it is! That's our policy. The earlier you book a course online, the more likely the course is to run! We don't offer discounts for last minute bookings in fact quite the opposite. Book late and you'll end up paying the FULL price!!!

Late bookings mean we have to order extra manuals, which we have to pay express delivery charges for, additional food, that means our purchasing power is reduced, and reconfiguring rooms, which means extra time. Unfortunately all these unforeseen changes cost money which you end-up paying.

Just look how much you can save on our online listed prices the earlier you book!

  • 45 working days or more attracts an 8% reduction
  • Less than 45 working days = Full Price

Secure your place early and get a great reduction!

Early booking discounts apply to our publicly scheduled Microsoft Technical IT training courses held at our own premises. This discount will be applied to online booking(s) registrations only. Not to be used in conjunction with any other offer.
 

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With Software Assurance Training Vouchers you get authorised instructor-led technical training by our very own Microsoft qualified certified trainers. Using only courseware developed by Microsoft experts, these in-depth courses are designed to help your IT staff deploy, manage and support new software.

Your SA Training Vouchers are reserved for technical courses only. Examples of courses include:

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After you complete your course, we will processes your voucher and are reimbursed by Microsoft. Unless the length of your training exceeds the training days available to you through SA, you will not be asked for payment

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As a Microsoft Certified Learning Partner we have a commitment to our customers to provide the highest level of training standards possible. To this end we continue to seek out talented individuals with a natural flair for communicating technical subject matter to a wide variety of audiences.

With customers both here in the UK and Europe, we deliver classess in native english covering a wide spectrum of products.

We are always looking to add to our existing portfolio of trainers. You must already have achieved your MCT qualification and have some commercial training delivery experience. Perhaps you may have already chosen a specialist subject to focus on such as Microsoft SharePoint Server, SQL Server, System Center, Exchange Server or generalise in Windows Server – We’d like to hear from you.

In the first instance please send us your CV to our Human Resources department. Please also include a link to your online transcript.

Need to know more about our associate program, give us a call on 0845 600 6061