Chapter
1:
Introduction
This module introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects.
Lessons
- Getting Started with Service Management
- Cases and the Service Management Process
- Queues and Contracts in Service Management
- Working with Cases in the Case Grid
Lab : Assigning Cases and Default Queues
After completing this module, students will be able to:
- Understand the fundamental record types used in Microsoft Dynamics CRM for Service Management.
- Identify how the service management process flows helps organizations manage and resolve cases and provide efficient customer service.
- Understand Queues and Contracts.
- Work with cases in the case grid.
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Chapter
2:
Working with Cases and Contracts
This module explains cases and contracts and about how they can be used together in service management functions.
Lessons
- Creating Case Records
- Working with Cases
- Contracts and Contract Templates
- Creating and Working with Contracts
- Using Contracts with Cases
Lab : Resolving a Case with a Contract
After completing this module, students will be able to:
- Identify the steps required to create a new case.
- Understand the impact of activities and procedures for using the knowledge base.
- Understand the components of contracts.
- Create and manage contract templates.
- Create and manage contracts.
- Understand the role of contract lines and add contract lines to a contract.
- Associate contracts with cases.
- Understand the case resolution process when contracts are used.
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Chapter
3:
Using the Knowledge Base
This module explains how to use the knowledge base and discusses how organizations can browse, locate, and share information in the repository.
Lessons
- Article Templates
- Creating, Approving and Publishing Articles
- Using and Searching the Knowledge Base
- Cases and Knowledge Base Articles
Lab : Managing Knowledge Base Articles
After completing this module, students will be able to:
- Create, activate, deactivate and delete Knowledge Base article templates.
- Examine the complete process of creating, editing and publishing Knowledge Base articles.
- Search for Knowledge Base articles through the Workplace, Service and Advanced Find.
- Search articles from within a case record.
- Utilize articles to assist in resolving cases
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Chapter
4:
Working with Teams and Queues
This course discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.
Lessons
- Introduction to Teams
- Introduction to Queues
- Creating and Managing Queues
- Working with Queues and Queue Items
- Using Workflows with Queues
Lab : Routing Cases to Queues
After completing this module, students will be able to:
- Create, manage, and work with Teams.
- Identify uses of queues for sales and customer service.
- Define steps involved in creating and managing queues.
- Work with queue items.
- Identify how queues and workflows can be used together to increase efficiency.
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Chapter
5:
Analysis, Reporting and Goals
This module discusses the many methods available for analyzing and reporting on service management information in Microsoft Dynamics CRM.
Lessons
- Service Management Reports
- Service Management Charts and Dashboards
- Goal Management for Service
Lab : Goal and Goal Metrics
After completing this module, students will be able to:
- Work with pre-configured service management reports.
- Build personal and system charts and dashboards to provide insight into important service management information.
- Use the Goal Management features to create and manage goals for service management.
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