Service Management in Microsoft Dynamics CRM 2011

Overview

This course introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. Delegates will learn how to use the knowledge base and discusses how organizations can browse, locate, and share information in the repository. It also discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM

Objectives

At the end of this course you will be able to:

  • Use some of the most common service management applications of Queues and Contracts.
  • Work with cases in the case grid.
  • Understand the steps required to create a new case.
  • Create and manage contract templates.
  • Create and manage contracts.
  • Add contract lines to a contract.
  • Associate contracts with cases.
  • Create, activate and deactivate, and delete Knowledge Base article templates.
  • Search articles from within a case record and utilize articles to resolve cases.
  • Create, manage and work with Teams.
  • Define steps involved in creating and managing queues.
  • Work with queue items.
  • Build personal and system charts and dashboards to provide insight into important service management information.

Audience

This course is designed for new partners and customers of Microsoft Dynamics CRM that want to learn about the available service management features in the Microsoft Dynamics CRM product.

Prerequisites

  • General working knowledge of customer relationship management
  • General understanding of business processes
  • General working knowledge of Microsoft Windows

Syllabus

Module 1: Introduction

This module introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects.

Module 2: Working with Cases and Contracts

This module explains cases and contracts and about how they can be used together in service management functions.

Module 3: Using the Knowledge Base

This module explains how to use the knowledge base and discusses how organizations can browse, locate, and share information in the repository.

Module 4: Working with Teams and Queues

This course discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.

Module 5: Analysis, Reporting and Goals

This module discusses the many methods available for analyzing and reporting on service management information in Microsoft Dynamics CRM.

Training provider

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

Microsoft Dynamics CRM
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Analysis
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