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Курс 80545: Обслуживание клиентов в Microsoft Dynamics CRM 2013

Цена для физических лиц, р.: 11250
Цена для юридических лиц, р.: 12250

Продолжительность курса (дней): 1

Даты (день):

Даты (вечер):

Курс готовит к тестам:

Цель:

Необходимая подготовка:

Предварительный тест:

Результат:

  • Identify the key set of terms, phrases and elements to effectively work with Customer Service Scenarios and Terminology
  • Recognize why cases are the fundamental record type in service management, and represent a single incident of service.
  • Use Queues to organize 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.
  • Utilize 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 organizations when providing services that require complex combinations of resources.
  • План курса:

    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.

    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.

    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 central repository for an organization's information, stored as Articles and organized by Subject.

    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 includes queuing and workflow tools to improve how incoming requests for sales, marketing, and customer service are handled.

    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 CRM to help service and manage functions.

    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.

    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, facilities, and equipment to make sure that the resources are available to deliver service activities for customers.


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