About this course
This two-day instructor-led course introduces participants to the Customer Service Module in Microsoft Dynamics CRM. The course focuses on the Customer Care module functionality and on participants with a role in Customer Service organisation.
The Customer Service course guides you through the process of working with your customers in Microsoft Dynamics CRM, including resolution of customer complaints and service issues, cost effectively, and provides insight on managing all related communication, documents, contacts and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionable insights and service levels, including the use of knowledge management in a centralized Knowledge Base.
This training will be given by a certified trainer from Admiral Dynamics, in cooperation with knowledge center SBM. Therefore, subscriptions will be done through the SBM website.
This course is intended for organizations who plan to implement, use, maintain, or support Microsoft Dynamics CRM in their organization.
The course is intended for end users, key users and service managers who use the Microsoft Dynamics CRM Service Module to nurture customer satisfaction through automation of Customer Service business processes.
This hands-on course gives a deep dive of the Customer Service module within Microsoft Dynamics CRM.
- Introduction to Service Management
- Case Management
- Knowledge Management
- Queue Management
- Service Level Agreements
- Interactive Service Hub
- Customer Service Analysis
When acquiring new skills, learning by doing is the best method. Hands-on exercises are an important part of the training.
The participant needs working knowledge on Microsoft Windows, Microsoft Outlook, Microsoft Word and Microsoft Excel.
It is recommended to follow the course “Analyse your data” first, which will give you a more complete view on the possibilities for this and other modules. Check out our events page for the exact dates of this course.
Companies who are dealing with mobile workforce can follow the course “Field Service”.
This training will be given in Dutch.
The CRM trainer will alternate his/her explanation of CRM concepts and demos (50% of the course) with hands-on exercises (50%).
Important: Participants should bring their own laptop. Each student will get access to an individual online Microsoft Dynamics demo environment.
Maximum number of students is limited to 12, because of didactic reasons.
Tip: This training can also be organised as an inhouse/customised training! Please get in touch if this would be more appropriate for your company.
Date and location
|14 November 2018||SBM, Tramstraat 63, 9052 Gent (Zwijnaarde)|
|21 November 2018||SBM, Tramstraat 63, 9052 Gent (Zwijnaarde)|
- Session 1: Wednesday 14/11/2018, 9:00 – 12:00
- Session 2: Wednesday 14/11/2018, 13:00 – 16:00
- Session 3: Wednesday 21/11/2018, 9:00 – 12:00
- Session 4: Wednesday 21/11/2018, 13:00 – 16:00
600 euro per participant (VAT exclusive).
Questions or other requirements?
Do you have questions about this session? Want to know more about other courses? Would you like to receive an in-house/customised training?
Don’t hesitate to contact us, we are happy to help you.