Microsoft CRM Service Scheduling
Course 8524: 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 Scheduling 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 scheduling managers and service
schedulers. The course starts with an introduction to
the core concepts of Microsoft CRM then an overview of
the service scheduling processes. Subsequent lessons
explore the service scheduling concepts in more detail.
A complete understanding of the scheduling processes in
Microsoft CRM helps you receive the most out of the
system.
Audience
Microsoft CRM Service Scheduling training is
recommended for individuals or anyone that plans to
implement, use, maintain, or support Microsoft CRM in
their organization. The class is targeted toward service
schedulers, 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 you complete this chapter, you should be able
to understand:
| • |
The Microsoft CRM User Interface and
application terminology
|
| • |
How to use options to personalize the
Microsoft CRM User Interface and personal
settings
|
| • |
Basic and advanced navigation and record
maintenance
|
| • |
Microsoft CRM Client for Outlook
functionality and synchronization
|
| • |
Account, Contact, and Activity record
management
|
| • |
Service Scheduling functionality. This
includes Scheduling Services, Scheduling
Administration, and Defining Services.
|
| • |
Microsoft CRM Advanced Find functionality to
evaluate customer data
|
Prerequisites
Before attending this course, students must have:
| • |
General knowledge of Microsoft Windows
|
| • |
An understanding of Customer Relationship
Management solution processes and practices
|
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. There
is a brief overview of each of the available modules.
The chapter also discusses the concepts, tasks,
navigation, and functions that are used throughout the
product.
Main Topics
| • |
Microsoft CRM Modules
|
| • |
Accessing Microsoft CRM
|
| • |
Customer Records
|
| • |
Customer Relationships
|
| • |
Understanding customization availability
|
Labs
| • |
Working with Records
|
| • |
Accounts and Contacts
|
After completing this chapter, students should be
able to:
| • |
Understand the overall solution that
Microsoft( Dynamics CRM( provides and the
functionality and purpose of the Microsoft CRM
modules
|
| • |
Log on to Microsoft CRM
|
| • |
Understand the relationship between account
and contact records in Microsoft CRM
|
| • |
Understand the types of relationships that
can be created between records
|
Chapter 2: Microsoft CRM Client for Outlook
This chapter discusses how the Microsoft CRM Client
for Outlook works, how the functionality is similar to
the web client. It provides information on how to work
in the Outlook Client interface. The lesson begins by
identifying the functionality available in the Outlook
Client, and then discusses how to use the functionality.
Main Topics
| • |
Identifying the functionality available in
the Microsoft CRM Client for Outlook
|
| • |
Navigate within the Microsoft CRM client for
Outlook user interface
|
| • |
Navigate within the Microsoft CRM client for
Outlook user interface
|
| • |
Create and manage Microsoft CRM records and
activities in Outlook
|
Labs
| • |
Synchronization in the Outlook client
|
After you complete this chapter, students should be
able to:
| • |
Identify the functionality available in the
Microsoft CRM Outlook client.
|
| • |
Understand how to navigate the user interface
of the Microsoft CRM Outlook client.
|
| • |
Understand 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.
|
| • |
Understand how to differentiate between
Microsoft CRM and Outlook records and how the
different record types are managed in the
Outlook client.
|
| • |
Understand how to create mail merge documents
for the available record types in the Microsoft
CRM Outlook client.
|
Chapter 3: Service Scheduling Life Cycle
This chapter discusses a basic service scheduling
process starting with defining a service. The Service
Manager creates the service, and ensures that the
appropriate resources are added to the service. Once
this process is complete the Service Representative can
schedule a service activity.
Lessons
| • |
Understand the service scheduling process
flow in Microsoft CRM.
|
| • |
View a demonstration of the service
scheduling process
|
After completing this chapter, students should be
able to:
| • |
Understand the service scheduling process
flow in Microsoft CRM
|
| • |
Complete an overview of the service
scheduling process including the following
tasks: Create a service, Adding a resource to
the schedule, Schedule the service, and Run
reports to check for service scheduling activity
levels
|
Chapter 4: Scheduling Services for Your Customers
This chapter discusses the scheduling process
scheduling service activities in detail since this is a
key entry point in the scheduling process. The lesson
begins by scheduling services, and then discusses the
other activities related to scheduling.
Lessons
| • |
Navigate and book service activities in the
Service Calendar
|
| • |
Schedule a service activity for your
customers
|
| • |
Close, Cancel or reschedule a service
activity
|
| • |
View service activities and appointments
|
| • |
Set Customer preferences for a service
activity
|
Labs
| • |
Scheduling a Service Activity for a case
|
| • |
Create and Schedule a Service Activity
|
| • |
Rescheduling, Closing or Canceling a Service
Activity
|
| • |
Follow up on appointments, adding notes, and
changing service statuses
|
After you complete this chapter, students should be
able to:
| • |
Understand service scheduling
|
| • |
Book service activities in the service
calendar
|
| • |
Schedule service activities
|
| • |
View service activities in the appointment
book
|
| • |
Close, cancel or reschedule a service
activity
|
| • |
Search for service activities and resources
|
| • |
Set scheduling activity preferences
|
| • |
Find customer information
|
| • |
Print service information
|
Chapter 5: Maintaining User and Resources
This chapter discusses the scheduling administration
and set up process, and administrative activities in
detail since this is a key entry point in the scheduling
process. The lesson begins by selecting the working
hours for your business, resources and so on, and then
discusses the other activities related to ensuring that
the scheduling engine as all required information to
begin the scheduling process.
Main Topics
| • |
Understand the concepts of scheduling users
and other resources in Microsoft CRM
|
| • |
Set up a schedule for a user, facility or
equipment
|
| • |
Create, and Add users, facility or equipment
to a resource group
|
| • |
View schedules for resources
|
| • |
Remove resources from the scheduled services
|
| • |
Set or edit business closures
|
Labs
| • |
User Work Schedules
|
| • |
Create Business Closures
|
| • |
Remove a resource from a scheduled service
|
After you complete this chapter, students should be
able to:
| • |
Set up user, facility and equipment work
schedules
|
| • |
Create resource groups
|
| • |
Add users, facility, or equipment to a
resource group
|
| • |
View schedules for resources
|
| • |
Remove resources from the schedule
|
| • |
Set business closures
|
Chapter 6: Defining Services
This chapter discusses defining the services that
your organization provide, and how resources are added
to these services to ensure that Microsoft CRM selects
the appropriate resource. The lesson begins by defining
rules and resources for services, and then discusses the
other activities related to adding the appropriate
resources to perform the service activities.
Main Topics
| • |
Define rules and resources for services
|
| • |
Create or edit a service
|
Labs
| • |
Create a Service, and Add Resources
|
After you complete this chapter, students should be
able to:
| • |
Define rules and resources for service
activities
|
| • |
Create or modify a service
|
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