Service Management in Microsoft Dynamics® CRM 2011 Training Course


Microsoft Official Curriculum Course Number: 80292
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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
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 

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