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Customer Service Automation in Microsoft Dynamics CRM 2013

Target Audience
Expected Duration
Lesson Objectives
Course Number

Microsoft Dynamics CRM 2013 is a Customer Relationship Management application that you can use to automate and improve your organization's customer service. In this course, you will learn how to configure and use the customer service module including creating and managing service cases, implementing a knowledge base, complex service scheduling, and management of contracts and service level agreements.

Target Audience
Individuals who plan to use, implement, or support the Microsoft Dynamics CRM 2013 service module in their organization


Expected Duration (hours)

Lesson Objectives

Customer Service Automation in Microsoft Dynamics CRM 2013

  • start the course
  • create, assign, and resolve service cases
  • create a subject tree
  • describe the built-in personal queues
  • create shared queues for managing a team's work items
  • use queues to manage, assign, and route work items
  • work with the out-of-the-box customer service reports
  • set up article templates
  • manage the knowledge base article lifecycle of creating, approving, and publishing articles
  • search the knowledge base
  • use knowledge base articles to assist with resolving cases
  • create contract templates
  • create a contract for a customer
  • link contracts to cases
  • create sites, facilities, equipment, and resources groups
  • set up the services taking into account available capacity
  • schedule a basic service
  • configure work hours for resources and add business closure times
  • use the service scheduling engine
  • use the service calendar
  • configure the amount of service a customer is entitled to receive
  • link an entitlement to a case and ensure that the terms of the entitlement are met
  • create service level agreements
  • recognize how SLA records are integrated with cases
  • create parent/child relationships between cases
  • route cases automatically to a queue, team, or user according to pre-defined criteria
  • create cases automatically from e-mails, based on a set of pre-configured rules
  • set up and test a case routing rule
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