Microsoft Dynamics CRM: Customer Service

Streamline your customer service with Microsoft Dynamics. Explore the service hub and learn how to create and manage cases, escalate issues, report resolutions, and more.

Streamline your customer service operations with Microsoft Dynamics. This course shows you how to use the essential customer service features of this CRM, including the interactive service hub. See how to create cases, add activities to the timeline, escalate issues, manage contacts, research in the knowledge base, and document resolutions. Learn how to use the dashboard to monitor and assess your service performance. Join Microsoft expert Gini von Courter in this course for step-by-step instructions and tips along the way.

Introduction

• Welcome
• Dynamics CRM for customer service
• What you need for this course

1. Dynamics CRM Data and Process

• Records and record types: The basics
• Cases: The basics
• The customer service process
• Activities and queues: The basics

2. Getting Started with Dynamics CRM

• Work with Dynamics CRM
• Launch the Interactive Service Hub
• Work with records
• Use the case form

3. Work with Cases

• Create a new case
• View the SLA for a case
• Add activities to the timeline
• Work the process
• View related cases and entitlements
• Merge cases
• Research similar cases
• Research the knowledge base
• Manage the case record
• Create a child case
• Use advanced case options
• Add a case to a queue
• Resolve a case

4. Use Dashboards

• Display a dashboard
• Sort and modify a stream
• Apply a quick action

5. Document Your Learnings

• Knowledge management, online only
• Convert a case to an article
• Create a knowledge article from scratch
• Mark an article for review

6. Use the Dynamics CRM Web App

• Log into Dynamics CRM
• Navigate in the Dynamics CRM web app

Conclusion

• Next steps