Instructor-Led Training (ILT)

Attend online training or in a classroom environment at a campus near you. Instructor-led training is still the number one delivery method of choice because it allows you to interact and discuss the training material, either individually or in a group setting, and you gain access to expert knowledge from certified instructors. This form of guided learning is impactful and produces positive learning outcomes. Day, evening and Saturday classes are offered.


1 Day

Course Content

Module 1: Introduction
Microsoft Dynamics CRM includes a comprehensive set of features that increases the efficiency of customer service operations. This module introduces Microsoft Dynamics CRM Customer Service terminology and customer scenarios that the Customer Service module might be used. The module discusses the basic components of case management, and works with the knowledge base, queues, and service contracts. The module also provides an overview of service scheduling and service management.

Customer Scenarios
Customer Service Entities and Record Types

Module 2: Cases Customer service is important to a customer relationship management strategy.
Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module discusses cases and how the cases can be used together in service management functions.

Creating Case Records
Understanding the Process Ribbon and Menu Options
Case Resolution, Canceling and Deleting
Assigning Case Records
Other Actions on Cases From Forms and Views
Working with the Subjec t Tree
Working with the Case List and Views

Lab : Case Resolution Processing
Create a case
Associate a phone call with the case
Resolve the case

Module 3: Knowledge Base
Most customer service organizations use a knowledge base to provide customer service representatives (CSRs) with the information that they must have to answer questions about a product or service. In Microsoft Dynamics CRM, the Knowledge Base provides a ce ntral repository for an organization’s information, stored as Articles and organized by Subject.

Article Templates
Creating, Approving and Publishing Articles
Using and Searching the Knowledge Base
Cases and Knowledge Base Articles
Sending Knowledg e Base Articles

Lab : Managing Knowledge Base Articles
Create, Submit, and Publish a Knowledge Base Article.

Module 4: Queue Management
A queue is an area that is used to organize and store activities and work items that are waiting to be processed. A queue is also used for activities and work items that are currently being worked on. Microsoft Dynamics CRM i ncludes queuing and workflow tools to improve how incoming requests for sales, marketing, and customer service are handled.

Queue Management

Lab : Create and Manage Queues
Create a New Public Queue for Incoming Questions

Module 5: Contracts
Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module describes how contracts can be used together with other record types in Microsoft Dynamics C RM to help service and manage functions.

Contracts and Contract Templates
Creating and Working with Contracts
Using Contracts with Cases

Lab : Resolving a Case with a Contract
Create a Contract Template
Create a Contract using a Contract Template
Open a case and associate a contract
Create and Close an Appointment Activity a With the Case
Resolve the Case

Module 6: Analysis, Reports and Goals
In Microsoft Dynamics CRM, many methods are available to analyze and report Service Management information. By default, several reports are available, and this includes the “Case Summary Table” report. This report is discussed in this module.

Customer Service Reports Customer Service Charts and Dashboards Customer Service Goals and Metrics

Lab : Goals and Goal Metrics
Modify a Goal Metric to Include in-Progress Cases

Module 7: Service Scheduling
This module provides an overview of the service scheduling features of Microsoft Dynamics CRM. The organizations that use service scheduling require a complex combination of resources. Service scheduling considers the availability of employees, facil ities, and equipment to make sure that the resources are available to deliver service activities for customers.

Service Scheduling Scenarios
Service Scheduling Terminology
Service Scheduling Process
Resources, Services and Selection Rules
Include Customer Preferences
Understand Sites and Same-Site Requirements
Manage Business Closures
Explain the Service Activity Scheduling Engine
Working with Service Activities and the Service Calendar
Close, Cancel, or Reschedule a Service Activity

Lab : Schedule a Service by Using a Same-Site Requirement
Create a Service Activity based on a Same-Site Requirement Service