Microsoft Dynamics CRM - Service Management

Category: Customer Relationship Management (CRM), Microsoft Dynamics

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.

  • Getting Started with Service Management
  • Cases and the Service Management Process
  • Queues and Contracts in Service Management
  • Working with Cases in the Case Grid

Working with Cases and Contracts

This module explains cases and contracts and about how they can be used together in service management functions.

  • Creating Case Records
  • Working with Cases
  • Contracts and Contract Templates
  • Creating and Working with Contracts
  • Using Contracts with Cases

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.

  • Article Templates
  • Creating, Approving and Publishing Articles
  • Using and Searching the Knowledge Base 
  • Cases and Knowledge Base Articles

Working with Teams and Queues

This module discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.

  • Introduction to Teams
  • Introduction to Queues
  • Creating and Managing Queues
  • Working with Queues and Queue Items
  • Using Workflows with Queues

Analysis, Reporting and Goals

This module discusses the many methods available for analyzing and reporting on service management information in Microsoft Dynamics CRM.

  • Service Management Reports
  • Service Management Charts and Dashboards 
  • Goal Management for Service

About SquareOne

SquareOne is among the UK's leading providers of IT training to businesses of all shapes and sizes. Our company pledge is to deliver inspiring, motivational and cost effective training which brings about tangible improvements in productivity. Through our training solutions, individuals are able to gain lifelong skills and realise their full potential whilst clients achieve their corporate goals.

Who should attend? 

This course is designed for users of Microsoft Dynamics CRM who want to learn about the service management features in the Microsoft Dynamics CRM product.

Prerequisites

Delegates will need to be familiar with using personal computers and should have experience using a keyboard and mouse. We would expect delegates to know how to: launch and close applications, navigate, save and open files.

Objectives

This course introduces Microsoft Dynamics CRM service management functionality and explains how it helps organisations track information about cases, customer complaints or requests, and small projects. You will learn how to use the knowledge base and discusses how organisations can browse, locate, and share information in the repository. It also discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.

Course Duration

Duration: 1 Day

Course Contents

The subjects listed on the left are an outline. If there are any additional subjects you wish to cover, please feel free to call us prior to the course. All of our courses can be tailored to meet your business needs.

Course Dates 

View our full course schedule here.

Training Locations

Our open classroom courses are held in Merseyside where we have state of the art training facilities. We also provide in-house training solutions at any office location in the UK or Europe. We frequently deliver training in Liverpool, Wirral, Blackpool, Manchester, London, Chester, Warrington, Leeds, Cardiff, Birmingham, Edinburgh, Bristol, Sheffield, Glasgow, Leatherhead, Aberdeen and Ireland.

Closed courses can also be delivered in European countries such as Austria, Belgium, Denmark, Greece, France, Finland, Hungary, Italy, Ireland, Netherlands, Norway, Portugal, Spain, Poland, Sweden, Switzerland and off shore.... Either in English or local languages. 

Enquiry Form

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Booking

To discuss course contents and booking arrangements, please call SquareOne on:

T: +44 (0)151 650 6907

E: enquiries@squareonetraining.com

Download Course Outline Request More Information

For more information about any of our courses please call +44 (0)151 650 6907,
email enquiries@squareonetraining.com or complete an enquiry form.

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