Retired 31 June 2018. Customer Service in Microsoft Dynamics CRM 2013


This course focuses on how an organisation can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM 2013. This course provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2013. 

Additionally, this course guides you through the process of working with your customers in Microsoft Dynamics CRM 2013, including: resolution of customer complaints and services 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 centralised knowledge base.


After completing this course, students will gain the skills to:

  • identify the key set of terms, phrases and elements to effectively work with Customer Service Scenarios and Terminology
  • recognise why cases are the fundamental record type in service management, and represent a single incident of service
  • use Queues to organize and store Activities and Cases that are waiting to be processed
  • effectively search the Knowledge Base to access a repository of informational articles used to assist customer service representatives in the resolution of cases
  • utilise Contract Management to specify the amount of support services a customer is entitled to
  • use reporting functionality to gain insight into trends, performance, and identifying opportunities and potential issues
  • practice Goal Management features to establish and track progress against target values for key performance indicators
  • use the Service scheduling functionality and how it is designed to assist organisations when providing services that require complex combinations of resources.

On-Site Training

If you need training for three or more people, ask us about training at your site. You can enjoy the convenience of reduced travel cost and time, as well as a familiar environment for your staff. Additionally, we can customise the course for your business needs.

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