Microsoft - Dynamics CRM 2016 Customer Service

Curriculum

• Create and manage cases
• Work with the case list and views; search for case records; create a new case record; understand fields on a default case form; analyse business process flows; convert activities to cases; understand the case resolution process; use case routing rules; use case creation rules
• Create and manage the knowledge base
• Search for articles; associate an article with a case; use knowledge base articles to help resolve cases; create, manage, and maintain knowledge base article templates; create, modify, and publish knowledge base articles; format articles; attach knowledge base articles to email messages

• Create and manage queues
• Understand system queues and personal queues; create and maintain queues; add cases and activities to queues; work with queue items; implement case routing
• Create and manage entitlements
• Create and maintain entitlement templates; create a new entitlement; add entitlement lines; associate products; associate entitlement channels; associate an SLA; activate an entitlement; renew an entitlement
• Create and manage SLAs
• Understand standard and enhanced SLAs; create SLA actions and details; use SLAs on-demand; manage cases with SLAs; manage service scheduling, interactive service hub, and the unified service desk

• Implement and manage service scheduling
• Understand service scheduling scenarios; understand the service scheduling process flow; define and manage resources; implement customer service schedules; create and manage resource groups; define sites, holiday schedules, and services; schedule service activities in the service calendar; manage service activities
• Work with the interactive service hub and the unified service desk
• Work with single-stream and multi-stream dashboards; manage queues and cases from streams; create interactive dashboards; understand the unified service desk; understand integrated agent desktop components

• Perform service management analysis
• Use Microsoft Power BI service dashboards; work with the service calendar; work with service reports; work with service dashboards; work with system charts for cases; understand service metrics and goals; create goals for case records
• Use FieldOne with service management
• Understand FieldOne functionality; identify reasons to automate the field service organisation; identify the benefits of using FieldOne
• Work with surveys
• Understand survey distribution options; create and configure surveys; capture responses