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Microsoft CRM 2016 Customer Service (80726)


The Microsoft Dynamics CRM Customer Service course focuses on how an organization can nurture customer satisfaction through automation of business processes.  It provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2016. 

The Customer Service course guides you through the process of working with your customers in Microsoft Dynamics CRM 2016, including resolution of customer complaints and service issues cost effectively, and provides insight on managing all related correspondence, documents, contacts and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionable insights, including the use of knowledge management in a centralized knowledge base.

This course is intended for:

  • Relationship Managers 
  • Customer Service Managers 
  • Sales Managers
  • Consultants
  • Operations Managers


  • Some basic experience using Windows applications.
  • Knowledge of basic sales, marketing, and customer service roles in a business.
  • Some knowledge of common Microsoft Dynamics CRM record types is preferred.


Module 1: Introduction to Service Management
• Customer Scenarios
• Basic Record Types

Module 2: Case Management   
• Create New Case Records
• Default Case Form
• Case Lists and Views
• Search for Case Records
• Convert Activities to Cases
• Business Process Flows
• Case Resolution Process
• Case Routing Rules
• Parent/Child Cases
• Merge Cases

LAB 2.1: Create a Case
LAB 2.2: Resolve and Reactivate a Case
LAB 2.3: Case Routing Rule Creation
LAB 2.4: Parent /Child Cases

Module 3: Knowledge Base
• Article Templates
• Create and Maintain Article Templates
• Format Knowledge Base Articles
• Create Knowledge Base Articles
• Search Articles
• Use Knowledge Base Articles to Resolve Cases
• Attach Knowledge Base Articles to Emails

LAB 3.1: Subject Tree Management
LAB 3.2: Knowledge Base Article Templates
LAB 3.3: Create a Knowledge Base Article

Module 4: Queue Management
• System and Personal Queues
• Create and Maintain Queues
• Add Cases and Activities to Queues
• Queue Items: Work On
• Queue Items: Release and Remove
• Queue Item Details
• Case Routing
LAB 4.1: Create and Manage a Queue
LAB 4.2: Manage Queue Items

Module 5: Service Level Agreements
• Create Service Level Agreements
• Service Level Agreement Types
• Standard SLA’s
• Enhanced SLA’s
• SLA’s On-Demand
• Manage Cases with SLA’s

LAB 5.1: Create and Activate in SLA

Module 6: Entitlements
• Entitlements and Entitlement Templates
• Create New Entitlements
• Entitlement Channels
• Apply Entitlements to Cases
• Associated Products
• Associate Service Level Agreements and Entitlements
• Activate Entitlements

LAB 6.1:  Create an Entitlement Template with Channels
LAB 6.2: Create and Manage an Entitlement

Module 7: Service Scheduling
• Service Scheduling Overview
• Selection Rules
• Customer Preferences
• Schedule Activities
• Capacity Scheduling
• Managing Service Activities

LAB 7.1: Create a Facilities/Equipment Record and set a Work Schedule.
LAB 7.2: Create a Service and Simple Selection Rule
LAB 7.3: Schedule a Service Activity

Module 8: Interactive Service Hub
• Multi-Stream Dashboards
• Single-Stream Dashboards
• Manage Queues and Cases from Streams
• Create Interactive Dashboards

LAB 8.1: Create an Interactive Dashboard

Module 9: Unified Service Desk
• Unified Service Desk Over
• Integrated Agent Desktop

Module 10: Service Management Analysis
• Work with Service Dashboards
• PowerBI Service Dashboards
• Work with Service Reports
• Work with System Charts for Cases
• Understand Service Metrics and Goals
• Create Monthly Goals for Cases

LAB 10.1: Configure the Case Summary Table Report 
LAB 10.2: Create a Service Goal

Module 11: FieldOne
• Logging in and Navigation
• A Day in the Life of: A Dispatcher
• A Day in the Life of: A Field Agent
• A Day in the Life of: A Manager

Module 12: Voice of the Customer
• Why Voice of the Customer?
• Capabilities
• Distribution
• Capturing Responses
• Availability

What's included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers  & Onsite Certification Testing- (excluding 1-day Adobe, 1-day MS Office and PMP Boot Camps) 
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Formats

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.


Instructor Led (the best training format we offer)
Live Online Classroom – Online Instructor Led
Self-Paced Video

Speak to an Admissions Representative for complete details

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The Academy is one of the best educational values for today's job market.  I studied hard and got certified (A+ and N+).  Even though I had no prior IT experience, I now have a good job replacing obsolete computers in hospitals throughout the country.  At my job interview, I just slid my test scores and certification across the table to the interviewer, who is now my boss.  I was hired the next day.  

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IT Professional, Florida International University



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