Курс "80726 Обслуживание клиентов в Microsoft Dynamics CRM 2016"
Код: 80726 Специализация: Microsoft Dynamics CRM (Microsoft CRM)
Продолжительность - 1 день
Производится набор группы
Стоимость:
20 000 руб.
Description
The Microsoft Dynamics CRM Customer Service course focuses on how an organization can nurture customer satisfaction through automation of business processes. It provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2016.
The Customer Service course guides you through the process of working with your customers in Microsoft Dynamics CRM 2016, including resolution of customer complaints and service issues cost effectively, and provides insight on managing all related correspondence, documents, contacts and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionable insights, including the use of knowledge management in a centralized knowledge base.
This course helps prepare you for exam MB6-714.
What are the goals for this course?
Walk through the process of working with customers, including timely and cost effective resolutions to customer issues
Explore the main components of working with cases including converting cases from activity records
Examine the process of creating, modifying, and publishing knowledge base articles
Demonstrate how to add cases and activities to queues, as well as differences between system and personal queues
Define types of Service Level Agreements and discover the differences
Demonstrate the creation and maintenance of entitlement templates
Identify the role and importance of the service activity scheduling engine and the scheduling process
Explore the features of the Multi-Stream Dashboards
Discuss components of the Unified Service Desk and Integration Agent Desktop
Discover the benefits of PowerBI service dashboards
Introduce and explore FieldOne
Discuss the benefits of the Voice of the Customer functionality
What are the prerequisites to consume this course?
Some basic experience using Windows applications.
Knowledge of basic sales, marketing, and customer service roles in a business.
Some knowledge of common Microsoft Dynamics CRM record types is preferred.
Outline
Module 01: Introduction to Service Management
Evaluate examples of customer scenarios where the customer service capabilities of Microsoft Dynamics CRM can be applied
Define the basic record types utilized by the customer service functionality of Microsoft Dynamics CRM
Module 02: Case Management
Explore the main components of working with cases
Discuss the default fields available on a case form
Demonstrate how to convert cases from activity records
Analyze business process flows and how they can be branched based off customer service situations
Examine the Case to Resolution process and how it can effectively be used
Define specific rules used for advanced configuration options related to case management
Determine the best method to sync two merged cases together
Module 03: Knowledge Base
Search for articles within the knowledge base and associate them with a case
Resolve cases quick by using knowledge base articles
Create, manage, and maintain knowledge base article templates
Examine the process of creating, modifying, and publishing knowledge base articles
Develop how to properly format knowledge base articles through a template and the Engagement Hub
Demonstrate how to attach knowledge base articles to emails
Module 04: Queue Management
Differentiate between system queues and personal queues
Evaluate how to create and maintain queues
Demonstrate how to add cases and activities to queues
Work with queue items, such as routing, working on, releasing, and removing them
Define what queue item details are and what they all entail
Discuss how to route records to specific queues
Module 05: Service Level Agreements
Create and manage Service Level Agreements (SLA’s)
Define the types of Service Level Agreements and discover the differences between the two
Explore several Service Level Agreements actions and details
Manage cases that are associated with Service Level Agreements
Module 06: Entitlements
Apply knowledge to create and maintain entitlement templates
Create new entitlements from scratch and by using templates
Define entitlement channels and how they affect the overall entitlement
Clarify how products and cases can be added to an entitlement and what this does to the entitlement
Associate Service Level Agreements with entitlements
Activate and renew entitlements that are applied to cases
Module 07: Service Scheduling
Define the basic terminology and elements that make up the Service Scheduling module
Recognize common scenarios where service scheduling applies
Distinguish what resources and services portray in the Service Scheduling module and how they affect scheduling
Identify the role and importance of the service activity scheduling engine and scheduling process
Demonstrate how to create and modify services and selection rules for the resources required to perform a service activity
Discuss how to create, manage, and maintain elements within the Service Scheduling module
Module 08: Interactive Service Hub
Define how the Interactive Service Hub can significantly improve the quality of service for your organization
Explore the features of Multi-Stream Dashboards and how they affect the customer service experience
Determine how Single-Stream Dashboards can be utilized to best organize important service information
Manage queues and cases from streams within Microsoft Dynamics CRM
Discuss how to create and configure interactive dashboards
Module 09: Unified Service Desk
Identify the Unified Service Desk and provide an overview of benefits and what it all entails
Discuss the components within the Integrated Agent Desktop
Module 10: Service Management Analysis
Identify default service dashboards that are available within Microsoft Dynamics CRM
Discover the power that PowerBI service dashboards have to offer
Work with service reports and system charts for a more organized customer service experience
Define metrics and goals to learn how they work with each other within the service module
Create monthly goals for case records and learn what they can do to further improve customer service
Module 11: FieldOne
FieldOne Introduction
Logging In and Navigating FIeldOne Sky
Dispatcher
Field Agent
Manager
FieldOne Overview
Module 12: Course Review
Управление отношениями с клиентами, которое часто называется CRM , системой CRM или программным обеспечением CRM , это бизнес-решение, которое помогает компаниям лучше организовать обслуживание, продажи и маркетинг для клиентов, чтобы повысить эффективность организации и улучшить взаимодействие с клиентами.
Microsoft Dynamics CRM предлагает специализированные решения для различных отраслей и секторов экономики: государственный сектор, финансовые услуги, производство, здравоохранение, розничная торговля, сфера услуг, образование и др.
Microsoft Dynamics CRM использует несколько технологий для обеспечения работы пользователей. Она может поставляться в виде облачных решений (SaaS), устанавливаться на локальный сервер (on-premise), работать на платформе .NET framework. Это позволяет разработчикам интегрировать CRM систему с другими приложениями через web - сервисы. Мобильная работа возможна через iPhone, Android и Windows Mobile устройства.
CRM позволяет снижать расходы и увеличивать прибыль путем организации и автоматизации бизнес-процессов, что способствует повышению удовлетворенности и лояльности клиентов по всем направлениям — маркетинг, продажи и обслуживание. Решения CRM могут обеспечить рост рентабельности инвестиций с помощью автоматизации маркетинга, улучшения обслуживания клиентов и автоматизации работы отдела продаж.
Возможности эффективного обслуживания, обеспечиваемые для Microsoft Dynamics CRM, позволяют компаниям предоставлять клиентам комплексное, осуществляемое самостоятельно или с привлечением внешних специалистов обслуживание на месте. Наши ведущие в отрасли технологии, включая машинное обучение, Интернет вещей (IoT) и аналитики, придают нашему специализированному решению широкие и разнообразные возможности, необходимые вашей организации для эффективного решения проблем, возникающих в связи с непрерывным изменением характеристик сферы обслуживания клиентов. Они помогают оптимальным образом позиционировать ваш бренд, позволяя извлекать доход из любых направлений экономической деятельности.
Несмотря на достаточно поздний, по сравнению с конкурентами, выход в сегмент CRM решений, корпорация Microsoft приобрела больше клиентов, чем любые другие поставщики аналогичных систем. Она является признанным лидером отрасли корпоративных CRM систем.
Продемонстрируйте свои знания в продукте Microsoft Dynamics, успешно сдав экзамен Microsoft Specialist.
