Microsoft Dynamics CRM: Customer Service

- [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.