8523 Microsoft CRM 3.0 Service Management


This course explores the Microsoft CRM application from a user perspective. Application functionality covered in the course includes Core CRM Navigation, User Interface, Outlook Client, and the Service module.


Microsoft CRM Concepts

  • Microsoft CRM Modules
  • Accessing Microsoft CRM
  • Customer Records
  • Customer Relationships
  • Understanding customization availability

Microsoft CRM Client for Outlook

  • Identifying the functionality available in the Microsoft CRM Client for Outlook
  • Navigate within the Microsoft CRM client for Outlook user interface
  • Navigate within the Microsoft CRM client for Outlook user interface
  • Create and manage Microsoft CRM records and activities in Outlook

Service Management Life Cycle

  • Understand the service management process flow in Microsoft CRM
  • View a demonstration of the service management process

Contract Management

  • Understand the Contract life cycle
  • Understand the role of Contracts and Contract Lines
  • Create, manage, and define Contracts and Contract Templates

Case Management

  • Understand the lifecycle of a case
  • Understand the effects of Case routing
  • Create, modify, assign, share, and resolve cases

Creating a Knowledge Base

  • Recognize the purpose of the Microsoft CRM Knowledge Base.
  • Understand the life cycle of Knowledge Base articles.
  • Create Knowledge Base articles and article templates.
  • Create, submit reject, and publish Knowledge Base articles.

Managing Service Queues

  • Understand the flow of cases and activities through queues
  • View and explore queues
  • Assign and Accept queue items
  • Create, Edit and Delete public queues
  • Understand case routing and queues

Training provider

Teaching mode:
Online - Self paced
Classroom - Instructor Led
Duration: 1 day
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Top skills covered in this course

Microsoft Dynamics CRM
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Microsoft Dynamics
This skill has an average salary of
and is mentioned in
of job ads.