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Introduction
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This one-day instructor-led course, Applications in Microsoft Dynamics CRM 4.0, provides students with the necessary tools to use Microsoft Dynamics CRM 4.0. The course focuses on the user interface and application functionality, specifically: Service, and Service Scheduling.
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Course Outline
Chapter
1:
Introduction to Service Management
This chapter introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. It covers the core components of service management and explains how the subject tree provides a structured approach for grouping and managing information. It explains the lifecycle and key concepts of contracts in Microsoft Dynamics CRM, and explains how to create contract templates, and how to modify contracts and how to delete, cancel, renew, or put a contract on hold.
Lessons:
- Getting Started with Service Management
- Subject Trees
- Service Management Process Flow
- Contracts
- Creating Contract Templates
- Creating a Contract and Contract Lines
- Modifying Contracts and Contract Lines
- Renewing Contracts
- Working with Contracts
Lab: Creating Contracts and Contract Lines
- Create a contract, add contract lines, and invoice the contract.
After completing this chapter, students will be able to:
- Review the service management tools available in Microsoft Dynamics CRM.
- Explain how a subject tree works and how it relates to service management cases.
- Examine the service management process flow.
- Demonstrate how the service management process flow helps organizations manage and resolve cases.
- Identify the central concepts and life cycle of contract management in Microsoft Dynamics CRM.
- Work with contract templates.
- Create contracts and contract line items.
- Modify contracts and contract lines.
- Renew contracts.
- Explain contract ownership and identify how cases work with contracts.
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Chapter
2:
Managing Service Cases
This chapter explains concepts of case management, the steps in the case resolution process, and the ways you can view and manage cases in Microsoft Dynamics CRM. The chapter also covers creating, deleting, and editing cases, and then discusses other activities related to case management, such as assigning and sharing cases and using the knowledge base to research issues and resolve cases.
Lessons:
- Understanding Case Management
- Viewing Cases
- Creating Cases
- Assigning and Reassigning Cases
- Accepting Cases
- Maintaining Cases
- Resolving Cases
- Sharing Cases
- Reactivating Cases
- Canceling and Deleting Cases
- Case Management Reports
Lab: Case Creation and Resolution
- Create a case and then resolve a case.
After completing this chapter, students will be able to:
- Examine the concepts governing cases and the resolution process for a case.
- Access and view cases in Microsoft Dynamics CRM.
- Discover how to create a new case or convert an activity to a case.
- Assign and reassign cases to customer service representatives.
- Accept cases from a Queue.
- View, edit, and work on cases.
- Explain when and how to resolve cases and how to resolve cases using the knowledge base.
- Describe why and how to share cases with others.
- Reactivate cases that have been resolved.
- Review when and how to cancel and delete cases.
- Identify the types of reports related to case management.
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Chapter
3:
Microsoft Dynamics CRM Knowledge Base
This chapter explains how to use the Microsoft Dynamics CRM Knowledge Base, and discusses how organizations can browse, locate, and share information using this repository. Also discussed is how Microsoft Dynamics CRM service queues work, including how to create public queues and routing rules for queues, the process of deleting queues, viewing the list of cases and activities in queues, and how to accept and assign items from queues.
Lessons:
- Knowledge Base Concepts
- Working with Article Templates
- Creating and Submitting Articles
- Approving, Publishing, and Rejecting an Article
- Finding Information in the Knowledge Base
- Queues
- Setting Up Public Queues
- Deleting Queues
- Working with Queues
Lab: Creating, Submitting, and Publishing Knowledge Base Articles.
- Create, submit and publish a Knowledge Base article
Lab: Creating and Assigning Queues
- Create a queue and assign some cases to it.
After completing this chapter, students will be able to:
- Explain the purpose of the Microsoft Dynamics CRM Knowledge Base, Knowledge Base concepts, and the life cycle of Knowledge Base articles.
- Create Knowledge Base article templates.
- Create and submit Knowledge Base articles.
- Approve, reject, and publish Knowledge Base articles.
- Find information in the Knowledge Base.
- Review the basics of queues and the flow of cases and activities through queues.
- Create public queues and routing rules for them.
- Delete queues.
- Work with queues, including assigning items and accepting them.
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Chapter
4:
Introduction to Service Scheduling
This chapter explains the basic service scheduling process and service scheduling activities in detail.
Lessons:
- Service Scheduling Overview
- Service Scheduling Scenarios
- Service Scheduling Process
- Navigating and Booking Service Activities in the Service Calendar
- Scheduling Service Activities
- Close, Cancel, or Reschedule a Service Activity
- View Service Activities and Appointments
Lab: Following Up on Appointments
- Follow up on appointments.
After completing this chapter, students will be able to:
- Introduce key service scheduling concepts
- Compare service business scenarios
- Review the service scheduling process flow in Microsoft CRM
- Navigate and book service activities in the Service Calendar.
- Examine service activities.
- Close, cancel, or reschedule a service activity.
- View service activities and appointments.
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Chapter
5:
Service Scheduling Administration
This chapter explains the scheduling administration, setup process, and administrative activities in detail since this is a key entry point in the scheduling process.
Lessons:
- Scheduling Appointments
- Scheduling Users and Other Resources
- User Work Schedules
- Creating a Group of Resources to Schedule Together
- Manage How Resources are allocated for Service Activities
- Creating and Managing Sites
- Managing Business Closures
Lab: Document Time Off for a User
Lab: Create Business Closures
- Create a business closure time.
After completing this chapter, students will be able to:
- Review 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.
- Remove resources from the scheduled services.
- Create, edit, or add members to a site.
- Set or edit business closures.
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Key Benefits
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After completing this course, students will be able to:
- Use the Microsoft Dynamics CRM user interface and application terminology
- Develop basic and advanced navigation and record maintenance
- Access the Microsoft Dynamics for Outlook functionality, including synchronization
- Perform planning and budgeting tasks related to marketing campaigns
- Create and manage customer lists
- Create marketing campaigns
- Manage campaigns and track campaign responses
- Create and maintain account, contact, and activity record management
- Schedule, administer, and define services
- Use the advanced find functionality to evaluate customer data
- Access and maintain contracts, cases, the knowledge base, and queues.
- Create and manage accounts, contacts, leads, opportunities, and activities.
- Use the sales functionality, including lead, opportunity, quotes, orders, invoices, and the product catalog.
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Prerequisites
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Before attending this course, students must have:
- General knowledge of Microsoft Windows
- An understanding of Customer Relationship Management solution processes and practices
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