CUSTOMER SERVICE IN MICROSOFT DYNAMICS CRM 2016

FECHA INICIO:
23/09/2016
FECHA FIN:
23/09/2016
HORA INICIO:
09:00 h
HORA FIN:
15:00 h
LUGAR:
Madrid
REFERENCIA:
MOC 80726
  • PERFIL

    Dirigido a profesionales con una valorable experiencia básica utilizando aplicaciones de Windows, y conocimientos de las ventas básicas y las funciones de marketing en una empresa.

  • OBJETIVOS

    Explorar una serie de posibles escenarios de negocio que podrían aprovechar todas las funciones de servicio al cliente por defecto dentro de Microsoft Dynamics CRM.

  • TEMARIO

    Módulo 0: Introduction


    Módulo 1: Introduction to Service Management

    • Customer Scenarios

    • Basic Record Types


    Module 2: Case Management

    • Create New Case Records

    • Case Form

    • Case Lists and Views

    • Search Case Records

    • Convert Cases from Activities

    • Business Process Flows

    • Case Resolution Process

    • Case Routing Rules

    • Parent Child Cases

    • Merge Cases


    Module 3: Knowledge Base

    • Article Templates

    • Working with Article Templates

    • Format Knowledge Base Articles

    • Create Knowledge Base Articles

    • Demonstration: Create a New KB Article

    • Search Articles

    • Use Knowledge Base Articles to Resolve Cases

    • Attach Knowledge Base Articles to Emails


    Module 4: Queue Management

    • System and Personal Queues

    • Create and Maintain Queues

    • Add Cases and Activities to Queues

    • Queue Items: Work On

    • Queue Items: Release and Remove

    • Queue Item Details

    • Case Routing


    Module 5: Service Level Agreements

    • Create Service Level Agreements

    • Service Level Agreement Types

    • Standard Service Level Agreements

    • Enhanced Service Level Agreements

    • Service Level Agreements On Demand

    • Manage Cases with Service Level Agreements


    Module 6: Entitlements

    • Entitlement and Entitlement Templates

    • Create New Entitlements

    • Entitlement Channels

    • Apply Entitlements to Cases

    • Associate Products

    • Associate Service Level Agreements

    • Active Entitlements


    Module 7: Service Scheduling

    • Service Scheduling Overview

    • Selection Rules

    • Customer Preferences

    • Schedule Service Activities in Service Calendar

    • Capacity Scheduling

    • Manage Service Activities


    Module 08: Interactive Service Hub

    • Multi Stream Dashboards

    • Single Stream Dashboards

    • Manage Queues and Cases from Streams

    • Interactive Dashboards


    Module 09: Unified Service Desk

    • Unified Service Desk Overview

    • Integrated Agent Desktop

    • Demonstration: Integrated Agent Desktop


    Module 10: Service Management Analysis

    • Work with Service Dashboards

    • PowerBI Service Dashboards

    • Work with Service Reports

    • Demonstration: Navigate to Default Service Reports

    • Work with System Charts for Cases

    • Understand Service Metrics and Goals

    • Create Monthly Goals for Case Records


    Module 11: FieldOne

    • FieldOne Video

    • Logging In and Navigating FIeldOne Sky

    • A Day in the Life of a...

    • Dispatcher

    • Field Agent

    • Manager

    • FieldOne Overview


    Module 12: Voice of the Customer

    • Why Voice of the Customer

    • Capabilities

    • Distribution

    • Demonstration

    • Capturing Responses

    • Voice of the Customer Availability