Microsoft Dynamics CRM: Customer Service
Created By
Gini von Courter via LinkedIn Learning
- 0
- 2-3 hours worth of material
- LinkedIn Learning
- English
Course Overview
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.
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.
Course Circullum
Introduction
- Welcome
- Dynamics CRM for customer service
- What you need for this course
- Records and record types: The basics
- Cases: The basics
- The customer service process
- Activities and queues: The basics
- Work with Dynamics CRM
- Launch the Interactive Service Hub
- Work with records
- Use the case form
- 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
- Display a dashboard
- Sort and modify a stream
- Apply a quick action
- Knowledge management, online only
- Convert a case to an article
- Create a knowledge article from scratch
- Mark an article for review
- Log into Dynamics CRM
- Navigate in the Dynamics CRM web app
- Next steps
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This Course Include:
Introduction
- Welcome
- Dynamics CRM for customer service
- What you need for this course
- Records and record types: The basics
- Cases: The basics
- The customer service process
- Activities and queues: The basics
- Work with Dynamics CRM
- Launch the Interactive Service Hub
- Work with records
- Use the case form
- 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
- Display a dashboard
- Sort and modify a stream
- Apply a quick action
- Knowledge management, online only
- Convert a case to an article
- Create a knowledge article from scratch
- Mark an article for review
- Log into Dynamics CRM
- Navigate in the Dynamics CRM web app
- Next steps
- Provider:LinkedIn Learning
- Certificate:Certificate Available
- Language:English
- Duration:2-3 hours worth of material
- Language CC: