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CRMUG Summmit 2016 Pre-Conference Academy
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Monday, October 10 • 8:00am - 5:00pm
Implementing CRM for Customer Service Teams
Description: Microsoft Dynamics CRM Service module has received significant new features with recent updates to enhance the customer care capabilities of your organization. First you’ll learn the case management functionality of CRM for the customer service professional including tracking of cases and activities in CRM. Then we will do a deep dive into configuration and use of customer service functionality including case hierarchies, relationships, queues, subjects, and complementing with Business Process Flows. You will learn how to configure auto-case creation from email or social activities and complement with routing rules. You take away the benefits of Entitlements and SLA’s and how to leverage queues for efficient management of cases, activities, and even custom entities. We will also get hands on with Field Service and the new Interactive Service Hub, Knowledge Management and building functional interactive dashboards for agents and managers.
Audience: Customer service managers and administrators responsible for aligning CRM to business processes.
Level: Intermediate
Prerequisites: Knowledge of Customer Service business processes and intermediate technical ability
Delivery: Group Live

avatar for Tad Thompson

Tad Thompson

Technical Advancement Developer, PowerObjects
I love teaching CRM and the supporting technologies, especially Business Intelligence tools, SQL Server, and infrastructure.

Monday October 10, 2016 8:00am - 5:00pm EDT
Marriott Waterside Salon A (Second Floor)