Niche
CRM2011

Service Scheduling in Microsoft Dynamics CRM 2011
(Microsoft Training Course: 80293) - 1 day - £475 exc VAT

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London (Tabernacle St) Centre EC204             
London International House Centre E1W   08          


> Target Audience
This course discusses the scheduling process, scheduling engine, and scheduling service activities in Microsoft Dynamics CRM 2011. It is intended for new partners and customers of Microsoft Dynamics CRM that want to learn about the available service scheduling features in the Microsoft Dynamics CRM product.
> Course outline
  1. Introduction
  2. Advanced Topics

Supplementary InformationThis course forms part of the preparation for Microsoft Certification Exam MB2-868.
Module 1: Introduction
  • This module discusses the scheduling process, scheduling engine, and scheduling service activities in detail since they are key entry points in the scheduling process.
  • Service Scheduling Overview
  • Service Scheduling Scenarios
  • Service Scheduling Process
  • Working with Service Activities and the Service Calendar
  • Closing, Cancelling, or Rescheduling a Service Activity
  • Using Charts and Reports to Analyse Service Activities
  • Lab: Create a Service Activity with a Selection Rule
Skills
  • Discuss key service scheduling concepts.
  • Compare service scheduling business scenarios.
  • Understand the service scheduling process flow.
  • Set up a Work Schedule for a User, Facility or Equipment.
  • Create service activities and navigate and book service activities in the Service Calendar.
  • Close, cancel or reschedule service activities
  • Analyse service activity information using charts.
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Module 2: Advanced Topics
  • This module presents how to use service scheduling in situations that have complex scheduling requirements.
  • Understanding the Service Activity Scheduling Engine
  • Resources, Services and Selection Rules
  • Incorporating Customer Preferences
  • Resource and Service Capacity Requirements
  • Understanding Sites and Same-Site Requirements
  • Lab: Schedule a Service with a Same-Site Requirement
Skills
  • Identify the role and importance of the Service Activity Scheduling Engine.
  • Explain how service activity records synchronize with Microsoft Office Outlook in Microsoft Dynamics CRM.
  • Create and modify Selection Rules for the resources required to perform a service activity.
  • Incorporate customer preferences when scheduling service activities.
  • Configure resources and build selection rules to perform capacity scheduling.
  • Describe the importance of sites, how to associate resources with a site, and how to impose same-site restrictions on a resource selection rule.
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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 identify key service scheduling concepts; compare service scheduling business scenarios; understand the service scheduling process flow; set up work schedules for users, facilities or equipment; close, cancel or reschedule a service activity; learn how service activity records synchronize with Microsoft Office Outlook; incorporate customer preferences when scheduling service activities.
> Supplementary Information
This course forms part of the preparation for Microsoft Certification Exam MB2-868.