Customer Service Automation in Microsoft Dynamics CRM 2013

This course is included in our On-demand training solution.


Microsoft Dynamics CRM 2013 is a Customer Relationship Management application that you can use to automate and improve your organization’s customer service. In this course, you will learn how to configure and use the customer service module including creating and managing service cases, implementing a knowledge base, complex service scheduling, and management of contracts and service level agreements.

Target Audience

Individuals who plan to use, implement, or support the Microsoft Dynamics CRM 2013 service module in their organization



Expected Duration

150 min.

Course Objectives

Course Introduction

Creating a Service Case

  • create, assign, and resolve service cases
  • The Subject Tree

  • create a subject tree
  • Personal Queues

  • describe the built-in personal queues
  • Shared Queues

  • create shared queues for managing a team’s work items
  • Working with Queues and Queue Items

  • use queues to manage, assign, and route work items
  • Customer Service Reports

  • work with the out-of-the-box customer service reports
  • Article Templates

  • set up article templates
  • Creating, Approving, and Publishing KB Articles

  • manage the knowledge base article lifecycle of creating, approving, and publishing articles
  • Using and Searching the Knowledge Base

  • search the knowledge base
  • Cases and Knowledge Base Articles

  • use knowledge base articles to assist with resolving cases
  • Contract Templates

  • create contract templates
  • Creating Contracts and Contract Lines

  • create a contract for a customer
  • Using Contracts with Cases

  • link contracts to cases
  • Service Module Initial Configuration

  • create sites, facilities, equipment, and resources groups
  • Creating Services

  • set up the services taking into account available capacity
  • Schedule a Service

  • schedule a basic service
  • Restricting the Selection of Resources

  • configure work hours for resources and add business closure times
  • Complex Service Scheduling

  • use the service scheduling engine
  • Service Calendar

  • use the service calendar
  • Entitlements

  • configure the amount of service a customer is entitled to receive
  • Entitlements and Cases

  • link an entitlement to a case and ensure that the terms of the entitlement are met
  • Create Service Level Agreements

  • create service level agreements
  • Service Level Agreements and Cases

  • recognize how SLA records are integrated with cases
  • Parent/Child Case Creation

  • create parent/child relationships between cases
  • Automatic Case Routing

  • route cases automatically to a queue, team, or user according to pre-defined criteria
  • Automatic Case Creation from E-mails

  • create cases automatically from e-mails, based on a set of pre-configured rules
  • Exercise: Use Automatic Case Routing