Case Management
Microsoft Dynamics CRM 2013
| Intermediate
- 10 videos | 56m 26s
- Earns a Badge
Microsoft Dynamics CRM 2013 is a CRM application that you can use to automate and improve your organization's customer service. Discover how to use the customer service module including creating and managing service cases.
WHAT YOU WILL LEARN
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Create, assign and resolve service cases
Plan and manage a subject tree for categorizing cases and knowledge base articles
Understand the built in personal queues
Create shared queues for managing a team's work items
Use queues to manage, assign and route work items -
Work with the out of the box customer service reports
Set up article templates to determine how knowledge base articles are displayed
Manage the knowledge base article lifecycle of creating, approving and publishing articles
Search the knowledge base using subjects, keywords and title search
Make use of knowledge base articles to assist with resolving cases
IN THIS COURSE
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6m 20sIn this video, you will create, assign, and resolve service cases. FREE ACCESS
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4m 21sIn this video, find out how to plan and manage a subject tree for categorizing cases and knowledge base articles. FREE ACCESS
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3. Personal Queues6m 47sUpon completion of this video, you will be able to understand the built-in personal queues. FREE ACCESS
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4. Shared Queues8m 14sIn this video, find out how to create shared queues for managing a team's work items. FREE ACCESS
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5. Working with Queues and Queue Items6m 9sIn this video, you will learn how to use queues to manage, assign, and route work items. FREE ACCESS
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6. Customer Service Reports6m 8sFind out how to work with the customer service reports that come with the software. FREE ACCESS
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7. Article Templates4m 23sIn this video, you will set up article templates to determine how knowledge base articles are displayed. FREE ACCESS
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8. Creating, Approving, and Publishing KB Articles6m 32sLearn how to manage the knowledge base article lifecycle, including creating, approving, and publishing articles. FREE ACCESS
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9. Using and Searching the Knowledge Base4m 51sIn this video, find out how to search the knowledge base using subjects, keywords, and title search. FREE ACCESS
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10. Cases and Knowledge Base Articles2m 41sLearn how to use knowledge base articles to assist with resolving cases. FREE ACCESS
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