Service Scheduling in Microsoft Dynamics® CRM 2011 Training Course


Microsoft Official Curriculum Course Number: 80293
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This course discusses the scheduling process, scheduling engine, and scheduling service activities in detail since they are key entry points in the scheduling process.

After completing this course, students will be able to:
- Identify key service scheduling concepts
- Compare service scheduling business scenarios
- Understand the service scheduling process flow
- Set up work schedules for users, facilities or equipment
- Close, cancel or reschedule a service activity
- Learn how service activity records synchronize with Microsoft Office Outlook
- Incorporate customer preferences when scheduling service activities
Lesson 1: Introduction  
  • 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 
  • Lab : Create a Service Activity with a Selection Rule
Lesson 2: 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 
  • Lab : Schedule a Service with a Same-Site Requirement

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