Introduction to Field Service Management in CRM 2011
This instructor-led course introduces you to Microsoft Dynamics CRM Service Management and Rimrock Field Service Extensions. It explains how organizations can effectively organize, track and dispatch their technicians and equipment to do repair work in the field in a timely and efficient manner. Extend CRM to track user defined location and equipment data specific to your industry. Manage the complete service ticket from inbound (website/e-mail/phone), through diagnosis, dispatch, scheduling, quoting, work orders and invoices. The course will have some introductory hands-on labs.
Agenda
- Overview of Service Management in CRM 2011
- Setup of Services, Technicians and Equipment
- Service Tickets (Cases) and the Service Management process including break-fix and preventative maintenance work.
- Service Calendar and dispatching Technicians
- Rimrock Field Service Extensions to tailor CRM for Location/Equipment and preventative maintenance specific to your business.
- Quoting, work orders and integrated invoicing.
- Service Management Reports
- Service Management Charts and Dashboards
Audience
This training is recommended for operational staff with knowledge of the basic capabilities of Microsoft Dynamics CRM.
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