MOC80545 Customer Service in Microsoft Dynamics CRM 2013

Al termine del corso gli allievi saranno in grado di:

• Identificare i significati chiave di termini, frasi ed elementi per poter lavorare efficacemente con il Customer Service
• Riconoscere il motivo per cui i casi sono il tipo di record fondamentale nel service management, e rappresentano un singolo incident del servizio
• Utilizzare Queues per organizzare ed archiviare Activities e Cases che sono in attesa di essere processati
• Cercare di accedere in modo efficace a un archivio di articoli informativi utilizzati per assistere i rappresentanti del servizio clienti nella risoluzione dei casi
• Utilizzare Contract Management per specificare di quale tipo di assistenza il cliente ha diritto
• Utilizzare le funzioni di reporting per poter accedere alle performance, identificare le opportunità e i potenziali problemi
• Praticare le caratteristiche di gestione per stabilire e monitorare i progressi rispetto ai valori di riferimento per gli indicatori chiave di performance
• Utilizzare la funzionalità di pianificazione servizio e come è stato progettato per aiutare le organizzazioni nel fornire servizi che richiedono complesse combinazioni di risorse.

Microsoft Dynamics CRM includes a comprehensive set of features that increases the efficiency of customer service operations. This module introduces Microsoft Dynamics CRM Customer Service terminology and customer scenarios that the Customer Service module might be used. The module discusses the basic components of case management, and works with the knowledge base, queues, and service contracts. The module also provides an overview of service scheduling and service management. Customer service is important to a customer relationship management strategy. Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module discusses cases and how the cases can be used together in service management functions. Most customer service organizations use a knowledge base to provide customer service representatives (CSRs) with the information that they must have to answer questions about a product or service. In Microsoft Dynamics CRM, the Knowledge Base provides a central repository for an organization's information, stored as Articles and organized by Subject. A queue is an area that is used to organize and store activities and work items that are waiting to be processed. A queue is also used for activities and work items that are currently being worked on. Microsoft Dynamics CRM includes queuing and workflow tools to improve how incoming requests for sales, marketing, and customer service are handled. Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module describes how contracts can be used together with other record types in Microsoft Dynamics CRM to help service and manage functions. In Microsoft Dynamics CRM, many methods are available to analyze and report Service Management information. By default, several reports are available, and this includes the “Case Summary Table” report. This report is discussed in this module. This module provides an overview of the service scheduling features of Microsoft Dynamics CRM. The organizations that use service scheduling require a complex combination of resources. Service scheduling considers the availability of employees, facilities, and equipment to make sure that the resources are available to deliver service activities for customers.

Dotazione:
Ciascun partecipante avrà a disposizione una postazione allestita con i sistemi operativi ed il software necessario alle esercitazioni.