D365/CRMUG Academy

Implementing CRM for Customer Service Teams

Tuesday, October 10
8:00 AM - 5:00 PM
Location: Cheekwood E - Magnolia Mezzanine Level M

Format: Academy Course
CPE: 8
Preparation: Please bring your own internet capable laptop to class.

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

Tad Thompson

Sr. Technical Advancement Developer

Tad Thompson has more than fourteen years of experience in Microsoft Dynamics CRM Consulting and Training. Prior to becoming a consultant, Tad’s background was in technology, as an IT Manager for a manufacturing company using the full Microsoft Technology stack. His expertise includes CRM Deployment, Application Implementation, Field Service, PSA, USD, Power BI, SQL Server Administration, SQL Reporting Services, Report Building, DAX, SharePoint and related business analytics tools. Thompson holds a B.S. Degree in Education and is a Microsoft Certified Trainer and Professional.


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