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Microsoft Dynamics CRM

Customer Service

Gini von Courter

Streamline your customer service operations with Microsoft Dynamics. This course shows you how to use the essential customer service features of this CRM, including the interactive service hub. See how to create cases, add activities to the timeline, escalate issues, manage contacts, research in the knowledge base, and document resolutions. Learn how to use the dashboard to monitor and assess your service performance. Join Microsoft expert Gini von Courter in this course for step-by-step instructions and tips along the way.

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Streamline your customer service operations with Microsoft Dynamics. This course shows you how to use the essential customer service features of this CRM, including the interactive service hub. See how to create cases, add activities to the timeline, escalate issues, manage contacts, research in the knowledge base, and document resolutions. Learn how to use the dashboard to monitor and assess your service performance. Join Microsoft expert Gini von Courter in this course for step-by-step instructions and tips along the way.

Topics include:

  • Working with records
  • Configuring case forms
  • Creating cases and merging cases
  • Adding activities to the timeline
  • Researching the knowledge base
  • Monitoring the dashboard
  • Managing queues
  • Documenting solutions as articles
  • Running and exporting reports

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