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Microsoft CRM Service Management
Course 8523: One day;
Instructor-Led
Course Fee:
$499.00
Course Time: 1 day, 9:00 am - 4:00 pm, or 2 evenings, 6pm - 9pm
Introduction
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.
Audience
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.
At Course Completion
After completing this chapter, students should
understand:
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The Microsoft CRM User Interface and
application terminology
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How to use options to personalize the
Microsoft CRM User Interface and personal
settings
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Basic and advanced navigation and record
maintenance
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Microsoft CRM Client for Outlook
functionality and synchronization
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Account, Contact, and Activity record
management
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Service functionality. This includes
Contract, Case, Knowledge Base, and Queue
management
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Microsoft CRM Advanced Find functionality to
evaluate customer data
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Prerequisites
Before attending this course, students must have:
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General knowledge of Microsoft Windows
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An understanding of Customer Relationship
Management solution processes and practices
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Microsoft Certification exams
No Microsoft Certification exams are associated with
this course currently.
Course Materials
The student materials include comprehensive
courseware and other appropriate materials for this
class.
Course Outline
Chapter 1: Microsoft CRM Concepts
This chapter describes the overall solution of
Microsoft CRM and the benefits to an organization.
Main Topics
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Microsoft CRM Modules
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Accessing Microsoft CRM
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Customer Records
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Customer Relationships
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Understanding customization availability
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Labs
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Working with Records
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Accounts and Contacts
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After completing this chapter, students should be
able to:
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Recognize the overall solution that Microsoft
CRM provides
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Identify the functionality and purpose of the
Microsoft CRM modules
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Log on to Microsoft CRM
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Recognize the relationship between account
and contact records in Microsoft CRM
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Identify the types of relationships that can
be created between records
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Chapter 2: Microsoft CRM Client for Outlook
This chapter examines how the Microsoft CRM Client
for Outlook works, how the functionality is similar to
the web client, and how to work in the Outlook Client
interface.
Main Topics
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Identifying the functionality available in
the Microsoft CRM Client for Outlook
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Navigate within the Microsoft CRM client for
Outlook user interface
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Navigate within the Microsoft CRM client for
Outlook user interface
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Create and manage Microsoft CRM records and
activities in Outlook
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Labs
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Synchronization in the Outlook client
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After completing this chapter, students should be
able to:
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Identify the functionality available in the
Microsoft CRM Outlook client.
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Navigate the user interface of the Microsoft
CRM Outlook client.
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Identify how the Outlook client synchronizes
with Microsoft Outlook and the Microsoft CRM
Server and also to how to take the Outlook
client offline and online.
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Identify the difference between Microsoft CRM
and Outlook records and how the different record
types are managed in the Outlook client.
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Create mail merge documents for the available
record types in the Microsoft CRM Outlook
client.
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Chapter 3: Service Management Life Cycle
This chapter discusses a basic service management
process starting with resolving a case for an existing
customer.
Main Topics
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Understand the service management process
flow in Microsoft CRM
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View a demonstration of the service
management process
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After completing this chapter, students should be
able to:
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Identify the service management process flow
in Microsoft CRM
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Complete an overview of the service
management process including the following
tasks:
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Create a case
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Browse and use the knowledge base
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Use contract agreements to ensure that
customers receive appropriate levels of service
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Run reports to check for service level
activity
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Chapter 4: Contract Management
This chapter looks at the Microsoft CRM Contract
Management, and discusses how organizations can use
service level agreements to determine customer
entitlement.
Main Topics
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Understand the Contract life cycle
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Understand the role of Contracts and Contract
Lines
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Create, manage, and define Contracts and
Contract Templates
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Labs
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Contracts, Contract Lines, and Cases
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Creating and Sharing Contracts
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Modifying Contracts and Contract Lines
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Renewing Contracts
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Changing the Status of a Contract
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After completing this chapter, students should be
able to:
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Identify the role of Contracts and Contract
Lines
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Create and manage contract Templates
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Create and manage Contracts
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Modify Contracts
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Assign and share Contracts
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Compare Contracts relationships to other
Microsoft CRM records
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Recognize the Contract life cycle
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Chapter 5: Case Management
This chapter looks at the Case Management, and
discusses how organizations can use cases to track, and
resolve customer related issues.
Main Topics
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Understand the lifecycle of a case
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Understand the effects of Case routing
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Create, modify, assign, share, and resolve
cases
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Labs
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Case Management
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Case Resolution Process
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Case Creation and Resolution
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After completing this chapter, students should be
able to:
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Recognize the role of Cases
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Identify the life cycle of a case
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Create Cases
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Recognize the effects of Case routing
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Access and Navigate Cases
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Assign and Share Cases
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Relate Cases to Contracts
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Resolve, Cancel, Reactivate, and Delete Cases
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Print Reports related to Case Management
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Chapter 6: Creating a Knowledge Base
This chapter looks at the Microsoft CRM Knowledge
Base, and discusses how organizations can browse, locate
and share information in this repository.
Main Topics
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Recognize the purpose of the Microsoft CRM
Knowledge Base.
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Understand the life cycle of Knowledge Base
articles.
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Create Knowledge Base articles and article
templates.
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Create, submit reject, and publish Knowledge
Base articles.
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Labs
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Creating, Submitting, and Publishing
Knowledge Base Articles
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Reviewing, approving and rejecting Knowledge
Base Articles
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After completing this chapter, students should be
able to:
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Identify Knowledge Base terminology
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Recognize the life cycle of the Knowledge
Base
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Create, edit, or deactivate an article
template
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Find information in the knowledge base
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Create or delete an article
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Change the contents of an article
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Deactivate or delete article templates
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Add or delete article comments
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Submit an article for approval
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Approve and publish, or reject an article
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Send articles in e-mail
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Print articles
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Chapter 7: Managing Service Queues
This chapter takes a look at the process of managing
service queues in Microsoft CRM, and discusses how to
create, manage, and use queues based on how an
organization is structured.
Main Topics
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Understand the flow of cases and activities
through queues
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View and explore queues
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Assign and Accept queue items
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Create, Edit and Delete public queues
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Understand case routing and queues
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Labs
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Flow of Cases and Activities through Queues
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Assigning and Accepting Queue Items
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Case Routing and Using Queues
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Queue Monitoring and Case Resolution
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After completing this chapter, students should be
able to:
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Identify the flow of cases and activities
through queues
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View and explore queues
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Assign and Accept queue items
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Create, Edit, and Delete public queues
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Recognize case routing and queues
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