Niche
CRM2011

Service Management in Microsoft Dynamics CRM 2011
(Microsoft Training Course: 80292) - 1 day - £475 exc VAT

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London (Tabernacle St) Centre EC2          03   
London International House Centre E1W 07            


> Target Audience
This course introduces students to the Microsoft Dynamics CRM 2011 service management functionality. It is intended 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.
> Course outline
  1. Introduction
  2. Working with Cases and Contracts
  3. Using the Knowledge Base
  4. Working with Teams and Queues
  5. Analysis, Reporting and Goals

Supplementary InformationThis course forms part of the preparation for Microsoft Certification Exam MB2-868.
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.
  • Getting Started with Service Management
  • Cases and the Service Management Process
  • Queues and Contracts in Service Management
  • Working with Cases in the Case Grid
  • Lab: Assigning Cases and Default Queues
Skills
  • Understand the fundamental record types used in Microsoft Dynamics CRM for Service Management.
  • Identify how the service management process flows helps organizations manage and resolve cases and provide efficient customer service.
  • Understand Queues and Contracts.
  • Work with cases in the case grid.
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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.
  • Creating Case Records
  • Working with Cases
  • Contracts and Contract Templates
  • Creating and Working with Contracts
  • Using Contracts with Cases
  • Lab: Resolving a Case with a Contract
Skills
  • Identify the steps required to create a new case.
  • Understand the impact of activities and procedures for using the knowledge base.
  • Understand the components of contracts.
  • Create and manage contract templates.
  • Create and manage contracts.
  • Understand the role of contract lines and add contract lines to a contract.
  • Associate contracts with cases.
  • Understand the case resolution process when contracts are used.
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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.
  • Article Templates
  • Creating, Approving and Publishing Articles
  • Using and Searching the Knowledge Base
  • Cases and Knowledge Base Articles
  • Lab: Managing Knowledge Base Articles
Skills
  • Create, activate, deactivate and delete Knowledge Base article templates.
  • Examine the complete process of creating, editing and publishing Knowledge Base articles.
  • Search for Knowledge Base articles through the Workplace, Service and Advanced Find.
  • Search articles from within a case record.
  • Utilize articles to assist in resolving cases.
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Module 4: Working with Teams and Queues
  • This course discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.
  • Introduction to Teams
  • Introduction to Queues
  • Creating and Managing Queues
  • Working with Queues and Queue Items
  • Using Workflows with Queues
  • Lab: Routing Cases to Queues
Skills
  • Create, manage, and work with Teams.
  • Identify uses of queues for sales and customer service.
  • Define steps involved in creating and managing queues.
  • Work with queue items.
  • Identify how queues and workflows can be used together to increase efficiency.
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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.
  • Service Management Reports
  • Service Management Charts and Dashboards
  • Goal Management for Service
  • Lab: Goal and Goal Metrics
Skills
  • Work with pre-configured service management reports.
  • Build personal and system charts and dashboards to provide insight into important service management information.
  • Use the Goal Management features to create and manage goals for service management.
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> Pre-Requisites
Before attending this course, students must have the following pre-requisites:
  • General working knowledge of customer relationship management.
  • General understanding of business processes.
  • General working knowledge of Microsoft Windows.
> Purpose
After completing the course, students 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.
> Supplementary Information
This course forms part of the preparation for Microsoft Certification Exam MB2-868.