Microsoft Dynamics CRM 3.0: Service Management

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About this class

This one-day course explores the Microsoft CRM application from a user's perspective. Application functionality covered in the course includes Core CRM Navigation, User Interface, Outlook Client, and the Service module. This application course does not include materials or instructor discussion of Microsoft CRM Installation, Application Configuration, Workflow Configuration, Customization, Back Office Integration or Data Migration.

This course teaches the processes and functionality used by Service managers and Service representatives. The course starts with an introduction to the core concepts of Microsoft CRM and then an overview of the Service processes. Subsequent chapters explore the Service concepts in more detail. A complete understanding of the service processes in Microsoft CRM helps you receive the most out of the system.

This training may be available onsite; please contact us if you are interested.

Who will the lesson benefit?

Microsoft CRM Service training is recommended for anyone who plans to implement, use, maintain, or support Microsoft CRM in their organization. The class is targeted toward service representatives, administrators, office managers, CEO's, and consultants who want to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality.

What delegates will learn

Delegates will learn how to:

• The Microsoft CRM User Interface and application terminology
• How to use options to personalize the Microsoft CRM User Interface and personal settings
• 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
• Microsoft CRM Advanced Find functionality to evaluate customer data

Examination details

No Microsoft Certification exams are associated with this course currently.

What prerequisites are required

Before attending this course, students must have:

• General knowledge of Microsoft Windows
• An understanding of Customer Relationship Management solution processes and practices

Contents of this class

Chapter 1: Microsoft CRM Concepts

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

Chapter 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 activities in Outlook

Chapter 3: Service Management Life Cycle

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

Chapter 4: Contract Management

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

Chapter 5: Case Management

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

Chapter 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.

Chapter 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

Microsoft Dynamics CRM 3.0: Service Management / MS8523 (M8523, MOC 8523)

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