M8523: Microsoft CRM 3.0 Service Management

Prerequisites:

Before attending this course, students must have:

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

Course Description:

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.

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.

PLEASE NOTE:
This course helps prepare for the Microsoft CRM Applications certification exam

This course includes the following modules:

Microsoft CRM Concepts

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

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

Service Management Life Cycle

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

Contract Management

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

Case Management

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

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.

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