Microsoft CRM 3.0 Service Management

New Horizons Computer Learning Center - Buffalo
Buffalo, NY, United States

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

Course Description:

'' Lesson 1: Microsoft CRM Concepts
Microsoft CRM Modules
Accessing Microsoft CRM
Customer Records
Customer Relationships
Understanding customization availability

Top
Lesson 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


Lesson 3: Service Management Life Cycle
Understand the service management process flow in Microsoft CRM
View a demonstration of the service management process


Lesson 4: Contract Management
Understand the Contract life cycle
Understand the role of Contracts and Contract Lines
Create, manage, and define Contracts and Contract Templates


Lesson 5: Case Management
Understand the lifecycle of a case
Understand the effects of Case routing
Create, modify, assign, share, and resolve cases

Top
Lesson 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.


Lesson 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

...''

Phone:716-206-2200

School Address:

New Horizons Computer Learning Center
4950 Genesee Street
Suite 100
Buffalo, NY 14225
USA

Jobs & Resumes: Buffalo
Houses & Roommates: Buffalo

ADO.NET
Visual C#.NET
COM+ Applications Using Microsoft .NET Enterprise Services
XML in the Microsoft .NET Framework
Programming Microsoft Access 2002
Team Collaboration Using Microsoft SharePoint Services
Forecasting and Trend Analysis Using Microsoft Office Excel 2003
Exchange Server 2003
Microsoft Office SharePoint Server 2007
Microsoft CRM 3.0 Sales Management
Microsoft SQL Server 2005 Database
Microsoft Windows XP
Windows Server 2003 Active Directory Infrastructure
Outlook 2007
Project 2003
Project Management
Excel 2007
Word 2007

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