OLG's Customer Technology - Microsoft Dynamics & IceBar Fundamentals

Explore the tools we use to log and record customer interactions - MS Dynamics and IceBar.

Learning Outcomes

Upon successful completion of this micro-credential, learners should be able to:

Examine the importance of Ontario's Lottery and Gaming Customer Relationship Management System
Recognize how to use Microsoft Dynamics to maintain positive customer service relationships
Operate the "Contact" screen, as well as navigate a "Case" using Microsoft Dynamics
Analyze the steps needed to link an "Activity" to an existing case, as well as assign a case to a "queue" in Microsoft Dynamics
Evaluate the purpose and functions of "IceBar," including IceBar Queues and States

This course was developed in partnership with OLGand made possible with support and funding from the Province of Ontario.

In this self-directed course, learners will explore OLG’s technology and tools used as customer relationship management tools. Learners will discover how to use Microsoft Dynamics to track and manage customer interactions and IceBar to communicate over the phone, chat and email.

Learners will have 90 days to complete this course. Upon successful completion, they will be awarded a certificate of completion and digital badge from Sault College.

Please review the curriculum below.

Course Curriculum

1. Questionnaire
1. Welcome
2. Navigating this Module
3. Micro-credential Overview
4. Modes of Learning
5. Learning Outcomes
6. Learner Discussion Forum
7. Technical Difficulties and Support
1. Learning Objectives
2. Introduction
3. What is a CRM?
4. Benefits of a CRM
5. Quiz - CRM
6. OLG's Privacy Policy
7. What is Personal Information?
8. Breach of Privacy
9. Knowledge Check Activity: Breach or Not a Breach?
10. Quiz - Privacy and Personal Information
1. Learning Objectives
2. Terminology
3. Quiz - Terminology
4. The ‘Hamburger’ Menu
5. The Recent Menu
6. Pinned Items
7. Going Back
8. Navigating With Links
9. Knowledge Check Activity: Dynamics Overview and Navigation
1. Learning Objectives
2. Contacts
3. Creating a New Contact
4. Searching for a Contact
5. Knowledge Check: Searching for a Contact
6. Linking the Contact to an 'OLG.ca' Account
7. Knowledge Check Activity: Navigating the Contact Screen
8. Anonymous Contact
9. Quiz Contacts
1. Learning Objectives
2. Activities
3. Converting an Activity to a Case
4. Knowledge Check: Converting an Activity to a Case
5. Linking an Activity to an Existing Case
6. Knowledge Check: Steps to Linking to an Existing Case
7. Marking an Activity as Complete
1. Learning Objectives
2. Cases
3. Logging a Case
4. Logging a Case
5. Logging: The Autosave Feature
6. Knowledge Check: Cases
7. Work Notes
8. Work Notes: Best Practices
9. Work Notes
10. Searching for a Case
11. Adding an Attachment
12. Knowledge Check: Adding an Attachment
13. Resolving a Case
14. Activity: Navigating a Case
1. Learning Objectives
2. Queues
3. Assigning a Case to a Queue
4. Knowledge Check: Assigning a Case to a Queue
5. Viewing Cases Assigned to a Queue
6. Child Cases and Making a Child Case
1. Learning Objectives
2. What is IceBar
3. IceBar Queues
4. IceBar States
5. Knowledge Check Activity: IceBar States
6. IceBar Functions
7. Knowledge Check Activity: IceBar Functions
8. IceBar & Teams
9. The IceBar Personal Access Queue
10. Quiz: IceBar
1. Survey
2. Summary
3. You're Almost Done
1. Attributions and References

About this course

$49.99