Effective Customer Case Management

LEARNING TOPICS

• Customer model – quick overview
• Cases generation and management
• Service Level Agreements (SLAs)
• Queue management and routing rules
• Email to Case, using Power Automate
• The Customer Service Portal – an introduction
• Using Customer Service dashboards
• Lessons from the field

WHAT YOU GET

• In-depth, focussed coaching on a specific topic
• Delivered by an experienced Microsoft Certified Trainer and CRM consultant
• 30 days’ access to post-course help/support
• Access to membership portal for 30 days

WHY CRM KNOWLEDGE

• The course will be delivered by an experienced consultant trainer, using real-world scenarios
• You’ll get access to the latest technology via a trial instance
• You will get 30 days’ post-course assistance
• The maximum course capacity is 6
• The course will definitely run if you confirm your booking
• Post-course, you will get information, hints and tips from our Alumni Programme, free of charge