Introduction to Service Management in CRM 2011

This 4 hour instructor-led course introduces you to Microsoft Dynamics CRM Service Management and explains how it helps organizations efficiently track information about cases, customer complaints or requests, and small projects. The course will have some introductory hands-on labs.

Agenda

• Overview of Service Management in CRM 2011
• Cases and the Service Management Process
• Working with Cases
• Contracts and Contract Templates
• Article (Knowledge Base) Templates
• Creating, Approving and Publishing Articles
• Using and Searching the Knowledge Base
• Cases and Knowledge Base Articles
• 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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