Microsoft CRM 3.0 Service Management (MB8523)

Themen:
The Microsoft CRM User Interface and application terminology
How to use options to personalize the Microsoft CRM User Interface and personal settings
Basic and advanced navigation and record maintenance
Microsoft CRM Client for Outlook functionality and synchronization
Account, Contact, and Activity record management
Service functionality. This includes Contract, Case, Knowledge Base, and Queue management
Microsoft CRM Advanced Find functionality to evaluate customer data
Inhalt:
Microsoft CRM Concepts

• Microsoft CRM Modules, Accessing Microsoft CRM, Customer Records, Customer Relationships, Understanding customization availability

Microsoft CRM Client for Outlook

• Identifying the functionality available in the Microsoft CRM Client for Outlook, Navigate within the Microsoft CRM client for Outlook user interface, Navigate within the Microsoft CRM client for Outlook user interface, Create and manage Microsoft CRM records and activities in Outlook

Service Management Life Cycle

• Understand the service management process flo- in Microsoft CRM, Vie- a demonstration of the service management process

Contract Management

• Understand the Contract life cycle Understand the role of Contracts and Contract Lines, Create, manage, and define Contracts and Contract Templates

Case Management

• Understand the lifecycle of a case, Understand the effects of Case routing, Create, modify, assign, share, and resolve cases

Creating a Knowledge Base

• Recognize the purpose of the Microsoft CRM Knowledge Base. Understand the life cycle of Knowledge Base articles, Create Knowledge Base articles and article templates, Create, submit reject, and publish Knowledge Base articles.

Managing Service Queues

• Understand the flo- of cases and activities through queues, Vie- and explore queues Assign and Accept queue items, Create, Edit and Delete public queues, Understand case routing and queues