Microsoft CRM 3.0 Service Management

QA Ltd.
Aberdeen, Birmingham, Bristol, Edinburgh, Exeter, Glasgow, Leeds, London, Manchester, Slough, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' 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.

Prerequisites
Before attending this course, students must have:

General knowledge of Microsoft Windows
An understanding of Customer Relationship Management solution processes and practices
Delegates will learn how to
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 functionality. This includes Contract, Case, Knowledge Base, and Queue management
Microsoft CRM Advanced Find functionality to evaluate customer data
Course Outline
Chapter 1: Microsoft CRM Concepts

Microsoft CRM Modules
Accessing Microsoft CRM
Customer Records
Customer Relationships
Understanding customization availability
Chapter 2: Microsoft CRM Client for Outlook

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
Chapter 3: Service Management Life Cycle

Understand the service management process flow in Microsoft CRM
View a demonstration of the service management process
Chapter 4: Contract Management

Understand the Contract life cycle
Understand the role of Contracts and Contract Lines
Create, manage, and define Contracts and Contract Templates
Chapter 5: Case Management

Understand the lifecycle of a case
Understand the effects of Case routing
Create, modify, assign, share, and resolve cases
Chapter 6: Creating a Knowledge Base

Recognize the purpose of the Microsoft CRM Knowledge Base.
Understand the life cycle of Knowledge Base articles.
Create Knowledge Base articles and article templates.
Create, submit reject, and publish Knowledge Base articles.
Chapter 7: Managing Service Queues

Understand the flow of cases and activities through queues
View and explore queues
Assign and Accept queue items
Create, Edit and Delete public queues
Understand case routing and queues ...''

Elements of this syllabus are subject to change.

Phone:0844 871 2080

School Address:

TEL: 0844 871 2080
E-mail us: info@qa.com

Jobs & Resumes: Aberdeen, Birmingham, Bristol, Edinburgh, Exeter, Glasgow, Leeds, London, Manchester, Slough
Houses & Roommates: Aberdeen, Birmingham, Bristol, Edinburgh, Exeter, Glasgow, Leeds, London, Manchester, Slough
Travel Agencies: Birmingham, Bristol, Edinburgh, Leeds, London, Manchester,

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