Case Management

Microsoft Dynamics CRM 2013    |    Intermediate
  • 10 Videos | 58m 56s
  • Earns a Badge
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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 creating and managing service cases.

WHAT YOU WILL LEARN

  • create, assign and resolve service cases
    plan and manage a subject tree for categorizing cases and knowledge base articles
    understand 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 to determine how knowledge base articles are displayed
    manage the knowledge base article lifecycle of creating, approving and publishing articles
    search the knowledge base using subjects, keywords and title search
    make use of knowledge base articles to assist with resolving cases

IN THIS COURSE

  • Playable
    1. 
    Creating a Service Case
    6m 20s
    UP NEXT
  • Playable
    2. 
    The Subject Tree
    4m 21s
  • Locked
    3. 
    Personal Queues
    6m 47s
  • Locked
    4. 
    Shared Queues
    8m 14s
  • Locked
    5. 
    Working with Queues and Queue Items
    6m 9s
  • Locked
    6. 
    Customer Service Reports
    6m 8s
  • Locked
    7. 
    Article Templates
    4m 23s
  • Locked
    8. 
    Creating, Approving, and Publishing KB Articles
    6m 32s
  • Locked
    9. 
    Using and Searching the Knowledge Base
    4m 51s
  • Locked
    10. 
    Cases and Knowledge Base Articles
    2m 41s

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

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