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Center for Curriculum and Transfer Articulation
Business Technology in Customer Service
Course: CSR184

First Term: 2022 Fall
 Lecture   2.0 Credit(s)   2.0 Period(s)   2.0 Load  
Subject Type: Occupational
Load Formula: S- Standard


Description: Foundational business technology for enhancing customer service. Includes the integration of technology into an effective workforce management solution. Covers Enterprise Resource Planning (ERP) in addition to Customer Relationship Management (CRM) and Business Intelligence (BI).



MCCCD Official Course Competencies
1. Differentiate between system and application software used to enhance customer service in the business industry. (I)
2. Explain the integration of customer service with technology. (I-V)
3. Integrate computer technology into a workforce management solution. (I-V)
4. Differentiate between types of websites applicable to enhancing customer service. (II)
5. Explain advantages to search engine optimization. (II)
6. Compare types of and benefits to effective cybersecurity. (II)
7. Describe the purpose and benefits of Enterprise Resource Planning (ERP). (III)
8. Explain features and benefits of Customer Relationship Management (CRM). (IV)
9. Compare and contrast features and benefits of Business Intelligence (BI). (V)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.
 
MCCCD Official Course Outline
I. Customer service technology
   A. Applications
   B. Systems
   C. Uses
   D. Storage
   E. Security
II. Internet for customer service
   A. Providers
   B. Browsers
   C. Search engines
      1. Types
      2. Use
      3. Optimization
   D. Websites
      1. Types
      2. Use
   E. Social media
      1. Types
      2. Use
   F. Intranet
   G. Extranet
   H. Cloud
   I. Security
      1. Application
      2. Infrastructure
      3. Cloud
      4. Network
III. Enterprise Resource Planning (ERP)
   A. Definition
   B. Purpose
   C. Modules
   D. Importance
   E. Benefits
IV. Customer Relationship Management (CRM)
   A. Definition
   B. Goal
   C. Categories
      1. Sales
      2. Marketing
      3. Customer service
      4. Inventory
   D. Features
   E. Benefits
V. Business Intelligence (BI)
   A. Definition
   B. Features
   C. Benefits
 
MCCCD Governing Board Approval Date: April 25, 2017

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.