Advanced Case Management

Microsoft Dynamics CRM 2013    |    Intermediate
  • 7 videos | 39m 36s
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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

  • 6m 39s
    In this video, you will configure the amount of service a customer is entitled to receive. FREE ACCESS
  • 4m 15s
    Find out how to link an entitlement to a case and ensure that the entitlement terms are met. FREE ACCESS
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    3.  Create Service Level Agreements
    5m 57s
    Find out how to create service level agreements to meet configurable KPIs. FREE ACCESS
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    4.  Service Level Agreements and Cases
    5m 27s
    Upon completion of this video, you will understand how your SLA applies to cases. FREE ACCESS
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    5.  Parent/Child Case Creation
    4m 24s
    In this video, you will learn how to create parent-child relationships between cases. FREE ACCESS
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    6.  Automatic Case Routing
    6m 48s
    In this video, you will learn how to automatically route cases to a queue, team, or user according to pre-defined criteria. FREE ACCESS
  • Locked
    7.  Automatic Case Creation from E-mails
    6m 6s
    Learn how to automatically create cases from emails based on a set of pre-configured rules. FREE ACCESS

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