Customer Service in CRM 2016

Course Description

This SkillDynamo course develops practical, role-relevant capability in using Microsoft Dynamics CRM 2016 to manage cases, queues, routing, entitlements, SLAs, knowledge, activities, dashboards, and customer-service operations. The learning path progresses from essential concepts and planning to implementation, validation, troubleshooting, and operational use.

Learners work through realistic scenarios, guided demonstrations, applied exercises, and evidence-based reviews. Every topic is connected to workplace responsibilities, common risks, quality controls, and measurable outcomes.

The course helps professionals make informed decisions, identify failure points, communicate results, and create an actionable improvement plan for future projects.

What You Will Learn

• Navigate CRM 2016 customer-service areas, create and manage accounts, contacts, activities, cases, notes, attachments, and timelines
• Configure case subjects, origins, priorities, statuses, resolution, escalation, ownership, and service processes
• Create queues, routing rules, assignments, entitlements, entitlement channels, SLAs, KPI instances, and timers
• Manage work distribution, service commitments, exceptions, reassignment, escalation, and closure evidence
• Create and use knowledge articles, templates, search, collaboration, email, activities, and customer communication
• Build views, charts, dashboards, reports, goals, and service-performance indicators
• Apply users, teams, roles, permissions, auditing, duplicate detection, data quality, and privacy controls
• Troubleshoot routing, SLA, queue, permission, data, reporting, and adoption issues and prioritize improvements

SkillDynamo Training Approach

SkillDynamo delivers this course through demonstrations, hands-on exercises, scenario analysis, validation checklists, structured troubleshooting, solution reviews, and a final improvement plan. Learners repeatedly practice planning, implementation, evidence collection, testing, correction, and communication so the skills transfer confidently into real workplace situations.