Microsoft Dynamics CRM Customer Service


The key to superior customer service satisfaction…

Duration:   half day


Learn how to track customer requests, manage support issues, and provide customers with efficient and effective customer service. Learn how to use Microsoft CRM to enhance customer service.


Prerequisite: Microsoft Windows knowledge, Microsoft Internet Explorer, Professional Advantage Microsoft CRM Introduction course


What you will learn: 

  • Familiarise yourself with the Microsoft CRM
    Service Screens and associated information
    with these screens.
  • Learn how to create and modify Cases/Issues,
    and learn how to resolve, cancel and
    reactivate Cases/Issues.
  • Learn how to manage Customer Queues so
    that you can route and assign Cases/Issues to
    other users or Queues.
  • Understand how to use the Knowledge Base to
    create Knowledge Base Articles, Publish and
    Delete Articles.
  • Learn how to add Contracts, Contract
    Templates, and set up contracts for renewal.
  • Know some of the key service reports in
    Microsoft CRM Customer Service.



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