OLG Technology - MS Dynamics & IceBar

In this short 7-hr self-directed online course, learners will explore the OLG's Relationship Management System and recognize how to use Microsoft Dynamics to support and maintain positive customer service relationships.

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Highlights

Here are some of the highlights for this short course.

No admission requirements, no application process, no-prerequisites, open to anyone
Learn at your own pace using a computer, tablet, or smartphone
Take up to 90 days to complete this course

Course Description

This short course was developed in partnership with Ontario Lottery and Gaming Corporation (OLG). This was developed and made possible with support and funding through the province of Ontario.

In this short seven-hour self-directed online course, learners will explore Ontario Lottery Gaming (OLG) and Corporation's Customer Relationship Management and the process for managing interactions with existing and past customers. Learners will discover how to use Microsoft Dynamics as a way to track and manage customer interactions at different points in the customer lifecycle.

Learning Outcomes

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

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

Curriculum Overview

This course was made possible through funding with the Province of Ontario.

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

$79.99
77 lessons
0 hours of video content