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Customer Service & Sales Management in Microsoft Dynamics CRM 2013 (80545+80546)

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Kursusinfo

  • Dette kursus varer 2 dage
  • Der medfølger kursusmateriale til dette kursus
  • Fuld forplejning (Morgenmad, frokost, kage, kaffe og sodavand ad libitum)
  • 3 vouchers / 300 Quattros

Varighed

Dette kursus varer 2 dage

Materialer

Der medfølger kursusmateriale til dette kursus

Forplejning

Fuld forplejning (Morgenmad, frokost, eftermiddagskage samt kaffe og sodavand ad libitum)

QQ

Pris for QBS medlemmer

3 vouchers / 300 Quattros

About this Course: Customer Service 80545A

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.
 

Audience Profile:

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.
 

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

At Course Completion

After completing this course, students will be able to:

•Identify the key set of terms, phrases and elements to effectively work with Customer Service Scenarios and Terminology
•Recognize 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.
•Utilize 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 organizations when providing services that require complex combinations of resources.
 

Course Outline

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 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.

Lessons
•Customer Scenarios
•Customer Service Entities and Record Types

After completing this module, students will be able to:

•Understand and explain the basic record types utilized by the Customer Service functionality of Microsoft Dynamics CRM.
•Provide examples of customer scenarios where the Customer Service capabilities of Microsoft Dynamics CRM can be applied.

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.

Lessons
•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

After completing this module, students will be able to:

•Discuss the steps that are required to create a new case.
•Explain the case to resolution process and how it can be used effectively.
•Examine the effect of the activities and the procedures that are used for the knowledge base.

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.

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

After completing this module, students will be able to:

•Create, activate, deactivate, and delete Knowledge Base article templates.
•Examine the complete process to create, edit, and publish Knowledge Base articles.
•Search for Knowledge Base articles through the Workplace, Service Area, and Advanced Find.
•Search Knowledge Base articles from a case record.
•Use Knowledge Base articles to help resolve cases.

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.

Lessons
•Queue Management

After completing this module, students will be able to:

•Explain the differences and the details of Default/System Queues and Personal Queues.
•Create and maintain Queues and Queue Items.
•Work with Routing Queue items. This includes Adding, Working on, and Releasing.

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.

Lessons
•Contracts and Contract Templates
•Creating and Working with Contracts
•Using Contracts with Cases

After completing this module, students will be able to:

•Understand and explain the components of contracts.
•Create and manage contract templates.
•Create and manage contracts.
•Understand the role of contract lines and add contract lines to a contract.
•Associate contracts with cases and understand the case resolution process when contracts are used.

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.

Lessons
•Customer Service Reports
•Customer Service Charts and Dashboards
•Customer Service Goals and Metrics

After completing this module, students will be able to:

•Work with the preconfigured service management reports.
•Build personal and system charts and dashboards to provide insight into important service management information.
•Use the Goal Management features to create and manage goals for service management.

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.

Lessons
•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

After completing this module, students will be able to:

•Explain common scenarios where the Scheduling Module can apply.
•Define the context of the basic elements of the Scheduling Module.
•Identify the important role and of the Service Activity Scheduling Engine and Scheduling Process.
•Show how to create and modify Services and Selection Rules for the resources that are required to perform a service activity.
•Include customer preferences when service activities are scheduled.
•Describe how important sites are, and how to associate resources to a site. Also describe how to enforce same-site restrictions on a resource selection rule.
•Configure resources and build selection rules to perform capacity scheduling.
•Describe how to create and manage service activities.

 

About this Course: Sales Management 80546A

This course introduces the capabilities of Sales Management in Microsoft Dynamics CRM 2013 that allow you to track and manage the sales process from potential to close. This course provides insight on sales process information, and introduces the tools available to analyze and report on sales information.

This course guides you through the tools that help make the internal processes simpler and easier so your sales force can focus on what is important—creating a differentiated experience for your customers.
 

Audience Profile:

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 sales representatives, administrators, office managers, CEOs, and consultants who want to learn the available sales features within Microsoft Dynamics CRM 2013.
 

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

At Course Completion

After completing this course, students will be able to:

•Understand the context of Sales Management and review real-life sales scenarios
•Identify how the various elements of the Microsoft Dynamics CRM 2013 Sales fit together
•Review the basic terminology used throughout the application.
•Review how the basic flow of sales activity in Microsoft Dynamics CRM begins with the entry of leads, and review ways to manage leads in Microsoft Dynamics CRM
•Identify the role of leads, and when they can be used
•Know the Lead to Opportunity process and the roles of these records.
•Work with Sales Literature in Microsoft Dynamics CRM.
•Explore the steps to create and maintain Competitors.
•Identify the features and benefits of the product catalog.
•Create and maintain unit groups for the product catalog.
•Add products to the product catalog, and describe the use of kit products and substitute products.
•Create price lists and configure as appropriate for different customers, marketing campaigns and special offers.
•Set up different price lists for different types of customers and marketing campaigns
•Utilize the tools to available within Microsoft Dynamics CRM to capture important sales information and uncover new business opportunities.
•Identify how Goal Management enables organizations to manage and analyze performance.
•Use the Sales Analysis tools that Microsoft Dynamics CRM provides analyze and report on sales-related information
 

Course Outline

Module 1: Introduction to Sales Management

The Sales module within Microsoft Dynamics CRM provides a flexible framework for organizations to track, manage, and analyze parts of their sales cycle as well as its overall success.

 
This course describes the components used in Microsoft Dynamics CRM Sales Management and explains how they can apply to various business scenarios.  It also details the entities or record types that Microsoft Dynamics CRM uses to track sales from potential to close.  With this information, organizations can determine which aspects of the Sales module framework are appropriate for their organization

Lessons
•Customer Scenarios
•Basic Record Types

After completing this module, students will be able to:

•List the business scenarios that might benefit from Microsoft Dynamics CRM Sales Management.
•Describe the role of the core record types used in Microsoft Dynamics CRM Sales Management.
•Discuss when and how to use the Competitors and Sales Literature record types.
•Create and work with new and existing customers.
•Describe the relationship between customer records and sales records.

Module 2: Lead Management

This module introduces the tracking and management features of the Sales module in Microsoft Dynamics CRM.  It is rare that two organizations follow the same sales process, even if the organizations are within the same industry. For this reason, Microsoft Dynamics CRM does not dictate a rigid process. Instead it provides a framework around which an organization can build a custom sales process.

This module describes the components of the Microsoft Dynamics CRM sales process. It also details the entities or record types Microsoft Dynamics CRM uses to track sales from potential to close. With this information, organizations can determine which aspects of the sales process framework are appropriate for them.

Lessons
•Lead to Opportunity Process Form and Process Ribbon
•Convert Activity Records to Leads
•Qualifying and Disqualifying Leads
•Create, Maintain, and Use Sales Literature
•Create, Maintain, and Use Competitors

After completing this module, students will be able to:

•Examine the Lead to Opportunity process and the roles of these records.
•Understand how to work with Sales Literature in Microsoft Dynamics CRM.
•Explore the steps to create and maintain Competitors.

Module 3: Working with Opportunity Records

In Microsoft Dynamics CRM, qualified leads, such as those that have estimated revenue associated with them, become opportunities. When a prospect or customer expresses qualified interest in buying the business' products or services, that prospect or customer is considered an opportunity.

 
This is an important part of the sales process because this is where the sales team spends most of its time and effort. The process of working on an opportunity may include several customer interactions. How well the sales team manages this stage can mean the difference between a win and a loss.

Lessons
•Create Opportunities and Work with Opportunity Form
•Changing Opportunity Status

After completing this module, students will be able to:

•On a conceptual level, describe Opportunity records.
•Create, work with, close, and reopen Opportunity records.
•Describe the different statuses of an opportunity.
•Use the assign functionality in Microsoft Dynamics to assign opportunities to other users.
•Manage opportunities from system views.

Module 4: Working with the Product Catalog

This course describes the role of the product catalog in Microsoft Dynamics CRM and the benefits of using it. It shows the tasks that are required to configure a product catalog, including setting up and maintaining unit groups, products, and price lists. It also describes and demonstrates the important role of the product catalog and price lists in the sales process.

Lessons
•The Microsoft Dynamics CRM Product Catalog
•Unit Groups
•Adding and Maintaining Products
•Creating, Maintaining and Using Price Lists
•Currency Management
•Creating a Price List

After completing this module, students will be able to:

•Identify the features and benefits of the product catalog.
•Create and maintain unit groups for the product catalog.
•Add products to the product catalog, and describe the use of kit products and substitute products.
•Create price lists and configure them as appropriate for different customers, marketing campaigns, and special offers.

Module 5: Sales Order Processing

Microsoft Dynamics CRM provides tools that capture important sales information and uncover new business opportunities. Although quotes, orders, and invoices are important to the sales process and provide a complete view of the customer, implementing a sales process allows users to initiate, track, and close sales consistently and efficiently.

The product catalog in Microsoft Dynamics CRM helps companies build a central repository for managing products, services, charges, and fees. The tasks required to set up a product catalog include setting up and maintaining unit groups, products, and price lists. Microsoft Dynamics CRM also supports discount lists, which help companies provide customers with incentives to buy more products.

Lessons
•Adding Line Items (Opportunity Products) to Opportunities
•Quote Management
•Working with Orders
•Working with Invoices

After completing this module, students will be able to:

•Demonstrate how to add line items to an opportunity.
•Demonstrate how to generate quotes from an opportunity.
•Describe how to work with different currencies.
•Create and edit quotes, orders, and invoices in Microsoft Dynamics CRM.
•Describe the process of converting a quote to an order.

Module 6: Metrics and Goals

Microsoft Dynamics CRM uses two record types known as Goal Metrics and Goals. These record types combine to provide a powerful, flexible set of goal management features. Goal management allows organizations to track individual, team, and organizational progress toward specific goals.

Lessons
•Configuring Goal Metrics
•Configuring Fiscal Periods
•Creating and Assigning Goal Records
•Creating and Recalculating Parent and Child Goal Records
•Creating a Rollup Query

After completing this module, students will be able to:

•Create and manage sales goals for individuals, teams, and the organization.
•Configure fiscal periods.
•Define Parent and Child Goal Records.
•Work with individual Goal records.
•Create rollup queries.

Module 7: Sales Analysis

This module explains the tools that Microsoft Dynamics CRM provides to analyze and report on sales-related information.

Lessons
•Running Built-in Reports
•Exporting Sales Information to Excel
•Working with Charts and Dashboards
•Working with System Charts from the Opportunity List
•Working with Dashboards
•Create a New Dashboard in the Workplace
•Sharing DASHBOARDS, Charts and Advanced Find Queries

After completing this module, students will be able to:

•Retrieve important sales information with Lists, Views, and Charts.
•Review potential opportunities, forecast revenue, and analyze sales productivity with Sales Reports.
•Export the results of an Advanced Find or view a Microsoft Office Excel spreadsheet using the Export to Excel feature.
•Create and manage sales goals for individuals, teams, and the organization.
•Create and share personal charts and system charts.
•Work with and create dashboards.

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