Dynamics CRM Learning for Service Professionals

By Laura Gariano posted Dec 17, 2015 01:08 PM


Based on your member feedback, we are adding more CRMUG content for Service professionals to our full range of live and on-demand virtual content for Dynamics CRM professionals across roles, industries, and specialty areas of focus. Below is a look at content available to you as a Dynamics CRM service professional via upcoming live and current on-demand webinars with CRMUG. We would love to hear what you’re most interested in learning and sharing as a service professional using Dynamics CRM! Please comment or email us at Laura@CRMUG.com to share your ideas. 

Upcoming Live Webinars

Who’s on First? Learning to Run Those Cases Better (Jan. 20)

Case Management has vastly improved over the years in Dynamics CRM, yet we still have the same challenges of knowing “Who’s on First” when it comes to helping our customers be successful and understanding the Key Metrics and trends to look for. Join this session to evaluate best practices in using Case Management in Dynamics CRM to serve customers better and score some runs as you learn to run those CRM bases better!

On-Demand Webinars

First Line of Defense: Dynamics CRM Case Management 101 (Member-only Content Library)

If you’re like many across CRMUG, you are a Dynamics CRM project owner or administrator who is responsible for your entire Dynamics CRM deployment in a small to mid-sized business. You may have tackled some standard marketing, lead, or opportunity management scenarios but now your boss or owners are asking to help them understand “Where are our customers falling down with our products or services?”. Enter your first line of defense, case management in Dynamics CRM. Join Melissa Erickson, a fellow Dynamics CRM administrator, who can help you kick start your customer service endeavors with case management in Dynamics CRM which comes as an out of the box solution to help you better address needs for overall customer care. This 101-level webinar will help explain Cases in Dynamics CRM 2013 or newer with intent and best guidance in knowing what to plan for or anticipate in rolling out this feature in your own Dynamics CRM environment. Melissa will share how our company (Dynamic Communities, the administrative organization behind our User Groups) approaches and uses cases as the first line of defense to answer questions and for better business planning and insight. This session is for those looking at a standard, first line of defense for customer service needs of tracking and responding to customer service inquiries.

Customer Service Best Practices - SLAs and Enhanced SLAs (Public Content Library)

In this webinar, we will focus on the Customer Service functionality offered through CRM 2015 Service Level Agreements (SLAs) and Enhanced SLAs. Learn the difference between standard and enhanced SLAs, and understand when and how to apply the correct type in order to define the level of service or support your organization agrees to offer your customers. We will cover how to set up and configure SLAs with KPIs, entitlements, timer pause/resume, success actions, and more! Come away with the best practices you need to better manage your cases and Service Key Performance Indicators (KPIs) through SLAs and Enhanced SLAs.

Customer Service Best Practices - Case Creation and Routing (Public Content Library)

This session will cover powerful Customer Service case creation and routing functionality offered in Dynamics CRM 2015, with some of the features having been first introduced in CRM 2013. Learn how to automatically create a case from an email and how to use routing rules to automatically route cases to the appropriate team members. Get the best practices you need to set up and apply case creation and routing rules in order to effectively and efficiently manage your Customer Service.

Best Practices in Using Knowledge Base and SLA in Dynamics CRM (Member-only Content Library)

Watch this session to share in CRM Service best practices in using Knowledge Base and Service Level Agreements (SLAs) in Dynamics CRM. This particular session will be good for those who are still using Dynamics CRM 2011 or CRM 2013 and are curious to know out of the box capabilities with these features in Dynamics CRM Service.

Using the Service Calendar in Dynamics CRM, Part 1 (Member-only Content Library)

Carsten Groth, MVP, demonstrates how Service leaders can best use the service scheduling functionality in Dynamics CRM. Learn about Services, Capabilities, Service-Restrictions, and what is needed to get the best performance out of built-in scheduling engine.

Using the Service Calendar in Dynamics CRM, Part 2 (Member-only Content Library)

Now that you're familiar with the managing concepts in using the service calendar, let's dive into real world issues. For example: have you ever asked whether your scheduling can be based on real-time information like work begin,breaks and other unforeseen sick/illness? Watch this session to find out!

An Integrated View and Exploration with Parature (Public Content Library)

Parature, from Microsoft adds powerful end user engagement capabilities to the CRM suite of tools through knowledge management and support portals to drive self-service and give users a way to also get assisted answers from organizations.  Microsoft provides scenario driven integrations with Dynamics CRM Customer Care and Parature.  This session will showcase how the first iterations of this vision have come together to leverage Parature Knowledge and Parature Portals on top of CRM Case Management and within the Unified Service Desk.

Looking for content for another CRM role, industry, or specialty topic? Check out the full range of virtual content available live and on-demand, including content applicable to you as a Dynamics CRM end user across a wide range of topics. Please also share your ideas with us! This is your User Group, and we strive to provide content that is relevant and timely across all focus areas. Thank you for continuing to let us know what is valuable to you as a member of the CRMUG community!

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