MOC80545 Customer Service in Microsoft Dynamics CRM 2013

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1 Tel MOC80545 Customer Service in Microsoft Dynamics CRM 2013 Durata: 1 gg Descrizione Il corso si focalizza su come automatizzare i processi di business all'interno di Microsoft Dynamics CRM Vengono illustrate tutte le funzionalità e potenzialità di Customer Service e Service Scheduling con Microsoft Dynamics CRM Questo corso guida anche attraverso il processo di lavoro con i clienti in Microsoft Dynamics CRM 2013, tra cui: la risoluzione dei reclami dei clienti e la risoluzione efficace dei problemi, e fornisce la conoscenza dettagliata su come gestire la relativa corrispondenza, documenti, contatti e conversazioni. OBIETTIVI 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 Pagina 1

2 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. Normal 0 14 false false false IT X-NONE X-NONE Pagina 2

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9 mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin-top:0cm; mso-para-margin-right:0cm; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0cm; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"calibri","sans-serif"; mso-ascii-font-family:calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:calibri; mso-hansi-theme-font:minor-latin; mso-fareast-language:en-us;} A chi è rivolto? Il corso è rivolto a customer service representatives, pianificatori di servizi, amministratori, responsabili di uffici, amministratori delegati e consulenti che vogliono acquisire conoscenze fondamentali delle funzionalità dell'applicazione. Prerequisiti PREREQUISITI Per partecipare con profitto a questo corso è necessario che gli allievi abbiano i seguenti prerequisiti: Conoscenza generale di Microsoft Windows Conoscenza generale di Microsoft Office La comprensione dei processi e delle pratiche di soluzioni di Customer Relationship Management Contenuti CONTENUTI Module 1: Introduction 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 Pagina 9

10 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. Module 2: Cases 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. Module 3: Knowledge Base 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. Module 4: Queue Management 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. Module 5: Contracts 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. Module 6: Analysis, Reports and Goals 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. Module 7: Service Scheduling 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. Pagina 10