Microsoft Dynamics CRM Course page 

Customer Service in Microsoft Dynamics CRM 2015/2016 (Course 805710)

Course Description

This class covers both the CRM on Premise and CRM Online

This class provides a complete understanding of the Dynamics CRM product from the perspective of the Case Manager, Service or Support manager and the Systems Customer. This class is for service related business or government organizations. The sales process are covered in a separate class: Microsoft Dynamics CRM Sales and Marketing Management

Who Should Attend

Individuals that need to implement, use, maintain, or support Microsoft Dynamics CRM in their organization. Sales representatives, Marketing managers, administrators, office managers, CEOs, and consultants who want to learn the available sales and marketing features of Microsoft Dynamics CRM .

Course Outline

Module 1: Introduction


  • Customer Scenarios
  • Customer Service Entities and Record Types
  • What’s new in Dynamics CRM for Service Management
  • The process flow and steps and stages
  • How and why an organization

Module 2: Cases


  • Creating Case Records
  • Understanding the Process Ribbon and Menu Options
  • Case Resolution, Canceling and Deleting
  • Assigning Case Records
  • Other Actions on Cases From Forms and Views
  • Working with the Subject Tree
  • Working with the Case List and Views

Module 3: Knowledge Base


  • Article Templates
  • Creating, Approving and Publishing Articles
  • Using and Searching the Knowledge Base
  • Cases and Knowledge Base Articles
  • Sending Knowledge Base Articles

Module 4: Queue Management


  • Queue Management
  • Assigning Teams or Users to Cases

Module 5: Contracts for Service and Support


  • Contracts and Contract Templates
  • Incident based or Time Based Contracts
  • Creating and Working with Contracts
  • Using Contracts with Cases

Module 6: Analysis, Reports and Goals


  • Improving Organizational Performance
  • Customer Service Reports
  • Customer Service Charts and Dashboards
  • Customer Service Goals and Metrics

Module 7: Service Scheduling


  • Service Scheduling Scenarios
  • Service Scheduling Terminology
  • Service Scheduling Process
  • Resources, Services and Selection Rules
  • Include Customer Preferences
  • Understand Sites and Same-Site Requirements
  • Manage Business Closures
  • Explain the Service Activity Scheduling Engine
  • Working with Service Activities and the Service Calendar
  • Close, Cancel, or Reschedule a Service Activity

What You’ll Learn

After completing this course, students will be able to:

  • Key terms, phrases, and elements to effectively work with customer service and case management and terminology.
  • Why cases are the fundamental record type in service management and why they 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 that are used to assist customer service representatives in the resolution of cases.
  • Utilize contract management to specify the amount of support services in which a customer is entitled.
  • Use reporting functionality to gain insight into trends and performance, as well as 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 to assist organizations that require complex combinations of resources and scheduling.
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