Service Management in Microsoft CRM 3.0 e-Course

Click for Pricing and Detail

This course teaches the processes and functionality used by Service managers and Service representatives. The course starts with an introduction to the core concepts of Microsoft CRM and then an overview of the Service processes. Subsequent lessons explore the Service concepts in more detail including Contract, Case, Knowledge Base and Queue management.

After completing this course, students should understand:

• Microsoft CRM User Interface and application terminology
• Basic and advanced navigation and record maintenance
• Microsoft CRM Client for Outlook functionality and synchronization
• An understanding of Contract, Case, Knowledge Base, and Queue management
• An understanding of Service Management functionality including case routing, Knowledge Base article and article template creation, and using queues

Who should participate?
Microsoft CRM Service training is recommended for anyone who plans to implement, use, maintain, or support Microsoft CRM in their organization. The class is targeted toward service representatives, administrators, office managers, CEO’s, and consultants who want to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality.

General Prerequisites
General knowledge of Microsoft® Windows® An understanding of Customer Relationship Management solution processes and practices

Pricing
Service Management in Microsoft CRM 3.0 eCourse - $299  US Dollars

Instructional Hour(s) - 8
Additional Hour(s) - 0
Possible CPE Hour(s) - 0
Subscription Length - 60 days

Agenda
Concepts
This tutorial describes the overall solution of Microsoft CRM and the benefits to an organization. There is a brief overview of each of the available modules. The lesson also discusses the concepts, tasks, navigation, and functions that are used throughout the product.

Client for Outlook
This tutorial takes a look at how the Microsoft CRM Client for Outlook works, how the functionality is similar to the web client. It provides information on how to work in the Outlook Client interface. The lesson begins by identifying the functionality available in the Outlook Client, and then discusses how to use the functionality.

Contract Management
This tutorial looks at the Microsoft CRM Contract Management, and discusses how organizations can use service level agreements to determine customer entitlement.

Managing Service Queues
This tutorial takes a look at the process of managing service queues in Microsoft CRM, and discusses how to create, manage, and use queues based on how an organization is structured.

Case Management
This tutorial looks at the Case Management, and discusses how organizations can use cases to track and resolve customer related issues.

Creating a Knowledge Base
This tutorial looks at the Microsoft CRM Knowledge Base, and discusses how organizations can browse, locate and share information in this repository.

Life Cycle
This tutorial discusses a basic service management process starting with resolving a case for an existing customer. Student Equipment
Computers are not provided

All registrations must be accompanied by a MasterCard, Visa, or American Express card number and expiration date.

• Registration and payment are required to confirm your enrollment.
• You will receive a confirmation letter upon registration. Please do not begin your class until you have received your confirmation letter.
• Course fees are subject to change.

Satisfaction Guaranteed
Based on the evaluations received from past participants, we believe Microsoft Business Solutions training will meet -- or exceed your expectations. If you feel the course you attended did not cover the topics outlined in the course description, send us a detailed written explanation within 30 days, along with suggested improvements to the class. Microsoft Business Solutions Training will consider your request and may issue a credit for additional training, or refund your registration fee. You will receive a decision within 30 days of your request.

Cancellation
To cancel registration for an e-Course, you must contact mbs-elrn@microsoft.com within 48 hours of your intended start date. If you cancel your confirmed attendance:

• Up to 48 hours prior to the start date of the course, 100% of the course fee will be refunded - your credit card will not be charged.
• Less than 48 hours prior to the start date of the e-Course, (the penalty will still be applied if you transfer to another eCourse) 25% of the course fee will be charged to your credit card