Case Management

Microsoft Dynamics CRM 2013    |    Intermediate
  • 10 videos | 56m 26s
  • Earns a Badge
Rating 4.3 of 12 users Rating 4.3 of 12 users (12)
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

  • 6m 20s
    In this video, you will create, assign, and resolve service cases. FREE ACCESS
  • 4m 21s
    In this video, find out how to plan and manage a subject tree for categorizing cases and knowledge base articles. FREE ACCESS
  • Locked
    3.  Personal Queues
    6m 47s
    Upon completion of this video, you will be able to understand the built-in personal queues. FREE ACCESS
  • Locked
    4.  Shared Queues
    8m 14s
    In this video, find out how to create shared queues for managing a team's work items. FREE ACCESS
  • Locked
    5.  Working with Queues and Queue Items
    6m 9s
    In this video, you will learn how to use queues to manage, assign, and route work items. FREE ACCESS
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    6.  Customer Service Reports
    6m 8s
    Find out how to work with the customer service reports that come with the software. FREE ACCESS
  • Locked
    7.  Article Templates
    4m 23s
    In this video, you will set up article templates to determine how knowledge base articles are displayed. FREE ACCESS
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    8.  Creating, Approving, and Publishing KB Articles
    6m 32s
    Learn how to manage the knowledge base article lifecycle, including creating, approving, and publishing articles. FREE ACCESS
  • Locked
    9.  Using and Searching the Knowledge Base
    4m 51s
    In this video, find out how to search the knowledge base using subjects, keywords, and title search. FREE ACCESS
  • Locked
    10.  Cases and Knowledge Base Articles
    2m 41s
    Learn how to use knowledge base articles to assist with resolving cases. FREE ACCESS

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