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CRM

Microsoft CRM 3.0 Service Management
(Microsoft Training Course: 8523) - 1 day - £600 exc VAT



> Target Audience
This course explores the Microsoft CRM application from a user's perspective. It teaches the processes and functionality used by Service managers and Service representatives. It is recommended for anyone who plans to implement, use, maintain, or support Microsoft CRM in their organization.
> Course outline
  1. Microsoft CRM Concepts
  2. Microsoft CRM Client for Outlook
  3. Service Management Life Cycle
  4. Contract Management
  5. Case Management
  6. Creating a Knowledge Base
  7. Managing Service Queues

Supplementary InformationThis course is written in an older version of Microsoft Dynamics CRM and we therefore no longer schedule it. However, if there is a specific requirement for CRM 3.0, then we could run a course, subject to demand. Please call for details.
Module 1: Microsoft CRM Concepts
  • Microsoft CRM Modules
  • Accessing Microsoft CRM
  • Customer Records
  • Customer Relationships
  • Understanding customization availability
  • Lab: Working with Records
  • Lab: Accounts and Contacts
Skills
  • Recognize the overall solution that Microsoft CRM provides.
  • Identify the functionality and purpose of the Microsoft CRM modules.
  • Log on to Microsoft CRM.
  • Recognize the relationship between account and contact records in Microsoft CRM.
  • Identify the types of relationships that can be created between records.
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Module 2: 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 activiti es in Outlook
  • Lab: Synchronization in the Outlook client
Skills
  • Identify the functionality available in the Microsoft CRM Outlook client.
  • Navigate the user interface of the Microsoft CRM Outlook client.
  • Identify how the Outlook client synchronizes with Microsoft Outlook and the Microsoft CRM Server and also to how to take the Outlook client offline and online.
  • Identify the difference between Microsoft CRM and Outlook records and how the different record types are managed in the Outlook client.
  • Create mail merge documents for the available record types in the Microsoft CRM Outlook client.
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Module 3: Service Management Life Cycle
  • Understand the service management process flow in Microsoft CRM
  • View a demonstration of the service management process
Skills
  • Identify the service management process flow in Microsoft CRM.
  • Complete an overview of the service management process including the following tasks: Create a case; Browse and use the knowledge base; Use contract agreements to ensure that customers receive appropriate levels of service; Run reports to check for service level activity.
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Module 4: Contract Management
  • Understand the Contract life cycle
  • Understand the role of Contracts and Contract Lines
  • Create, manage, and define Contracts and Contract Templates
  • Lab: Contracts, Contract Lines, and Cases
  • Lab: Creating and Sharing Contracts
  • Lab: Modifying Contracts and Contract Lines
  • Lab: Renewing Contracts
  • Lab: Changing the Status of a Contract
Skills
  • Identify the role of Contracts and Contract Lines.
  • Create and manage contract Templates.
  • Create and manage Contracts.
  • Modify Contracts.
  • Assign and share Contracts.
  • Compare Contracts relationships to other Microsoft CRM records.
  • Recognize the Contract life cycle.
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Module 5: Case Management
  • Understand the lifecycle of a case
  • Understand the effects of Case routing
  • Create, modify, assign, share, and resolve cases
  • Lab: Case Management
  • Lab: Case Resolution Process
  • Lab: Case Creation and Resolution
Skills
  • Recognize the role of Cases.
  • Identify the life cycle of a case.
  • Create Cases.
  • Recognize the effects of Case routing.
  • Access and Navigate Cases.
  • Assign and Share Cases.
  • Relate Cases to Contracts.
  • Resolve, Cancel, Reactivate, and Delete Cases.
  • Print Reports related to Case Management.
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Module 6: 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
  • Lab: Creating, Submitting, and Publishing Knowledge Base Articles
  • Lab: Reviewing, approving and rejecting Knowledge Base Articles
Skills
  • Identify Knowledge Base terminology.
  • Recognize the life cycle of the Knowledge Base.
  • Create, edit, or deactivate an article template.
  • Find information in the knowledge base.
  • Create or delete an article.
  • Change the contents of an article.
  • Deactivate or delete article templates.
  • Add or delete article comments.
  • Submit an article for approval.
  • Approve and publish, or reject an article.
  • Send articles in e-mail.
  • Print articles.
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Module 7: 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
  • Lab: Flow of Cases and Activities through Queues
  • Lab: Assigning and Accepting Queue Items
  • Lab: Case Routing and Using Queues
  • Lab: Queue Monitoring and Case Resolution
Skills
  • Identify the flow of cases and activities through queues.
  • View and explore queues.
  • Assign and Accept queue items.
  • Create, Edit, and Delete public queues.
  • Recognize case routing and queues.
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> Pre-Requisites
Before attending this course, students must have the following pre-requisites:
  • General knowledge of Microsoft Windows.
  • An understanding of Customer Relationship Management solution processes and practices.
> Purpose
After completing this course, students will be able to understand the Microsoft CRM User Interface and application terminology; understand how to use options to personalize the Microsoft CRM User Interface and personal settings; understand basic and advanced navigation and record maintenance; Microsoft CRM Client for Outlook functionality and synchronization; Account, Contact, and Activity record management; Service functionality. This includes Contract, Case, Knowledge Base, and Queue management; use Microsoft CRM Advanced Find functionality to evaluate customer data.
> Supplementary Information
This course is written in an older version of Microsoft Dynamics CRM and we therefore no longer schedule it. However, if there is a specific requirement for CRM 3.0, then we could run a course, subject to demand. Please call for details.