80292, Service Management in Microsoft Dynamics CRM 2011

Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

This course is designed 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.

Before attending this course, students must have:

• General working knowledge of customer relationship management
• General understanding of business processes
• General working knowledge of Microsoft Windows.

After completing this 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.

Module 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
Lab: Assigning Cases and Default Queues

Module 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
Lab: Resolving a Case with a Contract

Module 3: Using the Knowledge Base

Article Templates
Creating, Approving and Publishing Articles
Using and Searching the Knowledge Base
Cases and Knowledge Base Articles
Lab: Managing Knowledge Base Articles

Module 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
Lab: Routing Cases to Queues

Module 5: Analysis, Reporting and Goals

Lessons
Service Management Reports
Service Management Charts and Dashboards
Goal Management for Service
Lab: Goal and Goal Metrics

Infero Ltd is based in the Lace Market in Nottingham. Training courses take place at the following locations including Nottingham, Derby, Loughborough, Mansfield, Chesterfield, Burton-on-Trent, Lincoln, Leicester, Sheffield, Stoke-on-Trent, Tamworth, Wolverhampton, Walsall, Birmingham, Solihul, Coventry, Nuneaton, Peterborough, Grantham.