Duration: 1 Day
In this course, you will learn Microsoft Dynamics CRM service management functionality and how it assists organizations track information about cases, customer complaints or requests, and small projects. You will learn how to use the knowledge base as well as learn how organizations can browse, locate, and share information in the repository. You'll also learn how to create, manage, and use teams and queues in Microsoft Dynamics CRM.
This course includes the scheduling process, scheduling engine, and scheduling-service activities in detail-all of which are key entry points in the scheduling process. You will discuss how to use service scheduling in situations that have complex scheduling requirements.
Certification:
This course is part of the Microsoft Dynamics CRM 2011 Applications (MB2-868) exam.
What You Will Learn
- Common service-management applications of queues and contracts
- Cases in the case grid
- Steps required to create a new case
- Create and manage contracts and contract templates
- Add contract lines to a contract
- Associate contracts with cases
- Create, activate, 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
- Create and manage queues
- Work with queue items
- Build charts and dashboards to provide insight into important service-management information
- Identify key service scheduling concepts
- Compare service scheduling business scenarios
- The service scheduling process flow
- Set up work schedules for users, facilities, and equipment
- Close, cancel, and reschedule a service activity
- How service activity records synchronize with Microsoft Office Outlook
- Incorporate customer preferences when scheduling service activities
Audience
New partners and customers of Microsoft Dynamics CRM that want to learn about its service management features
Prerequistes
- General working knowledge of customer relationship management
- General understanding of business processes
- General working knowledge of Microsoft Windows
Course Outline
1. Introduction
- Getting Started with Service Management
- Cases and the Service Management Process
- Queues and Contracts in Service Management
- Working with Cases in the Case Grid
2. Working with Cases and Contracts
- Creating Case Records
- Working with Cases
- Contracts and Contract Templates
- Creating and Working with Contracts
- Using Contracts with Cases
3. Using the Knowledge Base
- Article Templates
- Creating, Approving and Publishing Articles
- Using and Searching the Knowledge Base
- Cases and Knowledge Base Articles
4. Working with Teams and Queues
- Introduction to Teams
- Introduction to Queues
- Creating and Managing Queues
- Working with Queues and Queue Items
- Using Workflows with Queues
5. Analysis, Reporting and Goals
- Service Management Reports
- Service Management Charts and Dashboards
- Goal Management for Service
6. Introduction to Scheduling Process
- Service Scheduling Overview
- Service Scheduling Scenarios
- Service Scheduling Process
- Working with Service Activities and the Service Calendar
- Closing, Canceling, or Rescheduling a Service Activity
- Using Charts and Reports to Analyze Service Activities
7. Advanced Topics
- 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
Course Labs
Lab 1: Assigning Cases and Default Queues
Lab 2: Resolving a Case with a Contract
Lab 3: Managing Knowledge Base Articles
Lab 4: Routing Cases to Queues
Lab 5: Goal and Goal Metrics
Lab 6: Create a Service Activity with a Selection Rule
Lab 7: Schedule a Service with a Same-Site Requirement
