Advanced Case Management

Microsoft Dynamics CRM 2013
  • 7 Videos | 42m 6s
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Microsoft Dynamics CRM 2013 is a CRM application that you can use to automate and improve your organization's customer service. Discover how to use the customer service module including entitlements and service level agreements.

WHAT YOU WILL LEARN

  • 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 to meet configurable KPI's
    understand how your SLA applies to cases
  • create parent child relationships between cases
    automatically route cases to a queue, team or user according to pre-defined criteria
    automatically create cases from emails, based on a set of pre-configured rules

IN THIS COURSE

  • Playable
    1. 
    Entitlements
    6m 39s
    UP NEXT
  • Playable
    2. 
    Entitlements and Cases
    4m 15s
  • Locked
    3. 
    Create Service Level Agreements
    5m 57s
  • Locked
    4. 
    Service Level Agreements and Cases
    5m 27s
  • Locked
    5. 
    Parent/Child Case Creation
    4m 24s
  • Locked
    6. 
    Automatic Case Routing
    6m 48s
  • Locked
    7. 
    Automatic Case Creation from E-mails
    6m 6s

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

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