CRM Training in July and August

Registration Overview

Please register for one of the CRM training sessions you wish to attend by clicking on the corresponding buttons below.

Calendar invitations were sent to you earlier this month to help you identify the days and times of the session being offered. You may now remove those calendar invitations, keeping only the one that corresponds to the session(s) you register to. Note that sessions can include up to 15 participants. Once a session is full you will no longer be able to register for that session.

Self-paced Learning Option

A library of CRM training videos covering the topics listed below will be shared will all HealthPRO employees once completed.  This library of videos will be available for those not signing up for training and post-training reference.

Session Breakdown

Sessions are tailored to the needs of specific groups (experienced CRM users in Materials Management and Pharmacy, new CRM users). Two sessions are offered for each topic to accommodate your availability.

 

Part 1 of CRM 101 and Intro to Customer Support - Case Management

Wednesday, August 2  - 9:00 am - 12:00 pm (FULL)

  • Navigating in Dynamics 365
  • Access and sorting records and views
  • Accounts and Contacts (Members, Suppliers, others)
    • Account Hierarchy
  • Contracts (HealthPRO, Supplier, Member)
  • Distribution Lists and Communication Types - Overview
  • Use Quick Create to create a new record 
  • Intro to Work with Search in D365

 

Part 2 of CRM 101 and Intro to Customer Support - Case Management

Wednesday, August 2  - 1:00 pm - 4:00 pm (FULL)

  • Build queries and create views with Advanced Find – The basics
  • Work with search in Dynamics 365
  • End-user personalization options
    • Examine the case resolution process in Dynamics 365 from beginning to end – Overview

 

CRM Intermediate and Case Management for MM / MM Customer Support

  • Thursday, July 27 - 9:00 am - 4:00 pm - FULL
  • Wednesday, August 16 - 10:00 am - 5:00 pm - FULL

CRM Intermediate and Case Management for PH / PH Customer Support 

  • Monday, August 14 - 10:00 am - 5:00 pm - FULL

CRM Intermediate and Case Management for Customer Support (PH and MM combined)

  • Thursday, August 3 - 9:00 am - 4:00 pm - FULL

High-level topics - CRM Intermediate and Case Management

  • Examine the case resolution process in Dynamics 365 from beginning to end.
  • Identify the different options that are available for creating and defining cases.
  • Use business process flows to guide agents through case resolution
    • What is automated for MM today?
  • Review when and how parent/child cases are used.
  • Identify when similar cases should be merged.
  • Work with case status reason transitions and configure custom status transitions.
  • Creating Tasks within Dynamics (within and without a Case)
    • Due dates and reminders
  • When to use a Task
    • Due dates and reminders
  • When to use a Note
    • Case Resolution Notes
  • When to use Teams Chat (New!)
  • Distribution Lists and Communication Types – Deeper Dive
  • Build queries and create views with Advanced Find – Intermediate
  • Creating your own dashboard in Dynamics 365
  • Reports and Analytics – CRM and PowerBI
  • Define custom KPIs

Online/Virtual Instructor Led Class Requirements

Training is hands-on, you will require your own machine ready with audio/video capabilities and internet connection.
Class will be held via a Teams meeting with VOIP audio
You can get by with a single monitor, but two monitors are preferred.

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