Course Description
Students will learn how to use the knowledge base and discusses how
organizations can browse, locate, and share information in the repository. The
course also discusses how to create, manage and use teams and queues in
Microsoft Dynamics CRM.
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
Agenda
Lesson 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
Lesson 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
Lesson 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
Lesson 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
Lesson 5: Analysis, Reporting and Goals
- Service Management Reports
- Service Management Charts and Dashboards
- Goal Management for Service
- Lab : Goal and Goal Metrics
Audience
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.
Comments
Virtual 80292 Service Management in Microsoft Dynamics CRM 2011 Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.