Author
Gini von Courter
Released
10/1/2016- Recall which record types are common to service.
- Identify the symbol you use as a wildcard when searching for a cases record type when you do not know the specific title or record type.
- Recognize when to merge to similar cases.
- Explain what to do when routing a case.
- Name the two ways you can affect the way information is streamed on your dashboard.
- List the two steps necessary to mark an article for review.
Skill Level Beginner
Duration
Views
- [Gini] Welcome to Microsoft Dynamics CRM: Customer Service, I'm Gini von Courter. In this course, we'll begin with the primary types of data you'll use to resolve customer service cases in Dynamics CRM, cases, account, contacts, activities and queues. We'll quickly move to Microsoft Dynamics CRM's interactive service hub, a sleek new tool optimized to meet the needs of customer service representatives and customer service managers.
I'll demonstrate how to view and enter data about cases, customers, and your activities on their behalf. With this understanding of how to use the CRM tools, we'll apply those tools to the customer service process from case identification through research to case resolution. We'll round out the course with a very brief tour of the standard Dynamics CRM web app used in sales and marketing, but also useful for customer service professionals. I have a lot to show you, let's get started.
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Introduction
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Welcome1m 4s
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1. Dynamics CRM Data and Process
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Cases: The basics2m 39s
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The customer service process1m 29s
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2. Getting Started with Dynamics CRM
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Work with Dynamics CRM2m 54s
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Work with records7m 1s
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Use the case form6m 51s
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3. Work with Cases
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Create a new case5m 15s
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View the SLA for a case3m 1s
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Work the process3m 59s
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Merge cases3m 49s
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Research similar cases1m 39s
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Research the knowledge base3m 39s
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Manage the case record4m 41s
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Create a child case7m 46s
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Use advanced case options3m 30s
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Add a case to a queue2m 30s
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Resolve a case6m 12s
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4. Use Dashboards
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Display a dashboard8m 37s
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Sort and modify a stream2m 19s
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Apply a quick action2m 18s
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5. Document Your Learnings
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Convert a case to an article7m 34s
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Mark an article for review5m 32s
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6. Use the Dynamics CRM Web App
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Log into Dynamics CRM1m 23s
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Conclusion
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Next steps1m 18s
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Video: Welcome