Service Management in Microsoft Dynamics CRM 2011 Training Course
Course 80292
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Course Overview
This course introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. You will learn how to use the knowledge base and discusses how organizations can browse, locate, and share information in the repository. It also discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.
This course introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. You will learn how to use the knowledge base and discusses how organizations can browse, locate, and share information in the repository. It also discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.
Course Outline
Module 1: Introduction This module introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. Lessons
After completing this module, students will be able to:
Module 2: Working with Cases and Contracts This module explains cases and contracts and about how they can be used together in service management functions. Lessons
After completing this module, students will be able to:
Module 3: Using the Knowledge Base This module explains how to use the knowledge base and discusses how organizations can browse, locate, and share information in the repository. Lessons
After completing this module, students will be able to:
Module 4: Working with Teams and Queues This course discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM. Lessons
After completing this module, students will be able to:
Module 5: Analysis, Reporting and Goals This module discusses the many methods available for analyzing and reporting on service management information in Microsoft Dynamics CRM. Lessons
After completing this module, students will be able to:
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