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
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
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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