MOC 80545 A Customer Service in Microsoft Dynamics CRM 2013

  This course can be requested in your area here.

This course focuses on how an organization 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 centralized knowledge base.

1 Day/Lecture & Lab

This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2013 in their organization. The training is intended for customer service representatives, service schedulers, administrators, office managers, CEOs, and consultants who want to gain foundational knowledge of the application functionality.

  • Introduction
  • Cases
  • Knowledge Base
  • Queue Management
  • Contracts
  • Analysis, Reports and Goals
  • Service Scheduling

Before attending this course, students must have:General knowledge of Microsoft Windows General knowledge of Microsoft Office An understanding of Customer Relationship Management solution processes and practices


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