Microsoft CRM 3.0 Service Management

Target Audience
This course explores the Microsoft CRM application from a user's perspective. It teaches the processes and functionality used by Service managers and Service representatives. It is recommended for anyone who plans to implement, use, maintain, or support Microsoft CRM in their organization.

Pre-Requisites
Before attending this course, students must have the following pre-requisites:General knowledge of Microsoft Windows.An understanding of Customer Relationship Management solution processes and practices.

Purpose
After completing this course, students will be able to understand the Microsoft CRM User Interface and application terminology; understand how to use options to personalize the Microsoft CRM User Interface and personal settings; understand 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; use Microsoft CRM Advanced Find functionality to evaluate customer data.

Course outline

1. Microsoft CRM Concepts
2. Microsoft CRM Client for Outlook
3. Service Management Life Cycle
4. Contract Management
5. Case Management
6. Creating a Knowledge Base
7. Managing Service Queues

Module 1:Microsoft CRM Concepts

• Microsoft CRM Modules
• Accessing Microsoft CRM
• Customer Records
• Customer Relationships
• Understanding customization availability
• Lab: Working with Records
• Lab: Accounts and Contacts

• Recognize the overall solution that Microsoft CRM provides.
  
• Identify the functionality and purpose of the Microsoft CRM modules.
  
• Log on to Microsoft CRM.
  
• Recognize the relationship between account and contact records in Microsoft CRM.
  
• Identify the types of relationships that can be created between records.
  

Module 2: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 activiti es in Outlook
• Lab: Synchronization in the Outlook client

• Identify the functionality available in the Microsoft CRM Outlook client.
  
• Navigate the user interface of the Microsoft CRM Outlook client.
  
• Identify how the Outlook client synchronizes with Microsoft Outlook and the Microsoft CRM Server and also to how to take the Outlook client offline and online.
  
• Identify the difference between Microsoft CRM and Outlook records and how the different record types are managed in the Outlook client.
  
• Create mail merge documents for the available record types in the Microsoft CRM Outlook client.
  

Module 3:Service Management Life Cycle

• Understand the service management process flow in Microsoft CRM
• View a demonstration of the service management process

• Identify the service management process flow in Microsoft CRM.
  
• Complete an overview of the service management process including the following tasks: Create a case; Browse and use the knowledge base; Use contract agreements to ensure that customers receive appropriate levels of service; Run reports to check for service level activity.
  

Module 4:Contract Management

• Understand the Contract life cycle
• Understand the role of Contracts and Contract Lines
• Create, manage, and define Contracts and Contract Templates
• Lab: Contracts, Contract Lines, and Cases
• Lab: Creating and Sharing Contracts
• Lab: Modifying Contracts and Contract Lines
• Lab: Renewing Contracts
• Lab: Changing the Status of a Contract

• Identify the role of Contracts and Contract Lines.
  
• Create and manage contract Templates.
  
• Create and manage Contracts.
  
• Modify Contracts.
  
• Assign and share Contracts.
  
• Compare Contracts relationships to other Microsoft CRM records.
  
• Recognize the Contract life cycle.
  

Module 5:Case Management

• Understand the lifecycle of a case
• Understand the effects of Case routing
• Create, modify, assign, share, and resolve cases
• Lab: Case Management
• Lab: Case Resolution Process
• Lab: Case Creation and Resolution

• Recognize the role of Cases.
  
• Identify the life cycle of a case.
  
• Create Cases.
  
• Recognize the effects of Case routing.
  
• Access and Navigate Cases.
  
• Assign and Share Cases.
  
• Relate Cases to Contracts.
  
• Resolve, Cancel, Reactivate, and Delete Cases.
  
• Print Reports related to Case Management.
  

Module 6: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
• Lab: Creating, Submitting, and Publishing Knowledge Base Articles
• Lab: Reviewing, approving and rejecting Knowledge Base Articles

• Identify Knowledge Base terminology.
  
• Recognize the life cycle of the Knowledge Base.
  
• Create, edit, or deactivate an article template.
  
• Find information in the knowledge base.
  
• Create or delete an article.
  
• Change the contents of an article.
  
• Deactivate or delete article templates.
  
• Add or delete article comments.
  
• Submit an article for approval.
  
• Approve and publish, or reject an article.
  
• Send articles in e-mail.
  
• Print articles.
  

Module 7:Managing Service Queues

• Understand the flow of cases and activities through queues
• View and explore queues
• Assign and Accept queue items
• Create, Edit and Delete public queues
• Understand case routing and queues
• Lab: Flow of Cases and Activities through Queues
• Lab: Assigning and Accepting Queue Items
• Lab: Case Routing and Using Queues
• Lab: Queue Monitoring and Case Resolution

• Identify the flow of cases and activities through queues.
  
• View and explore queues.
  
• Assign and Accept queue items.
  
• Create, Edit, and Delete public queues.
  
• Recognize case routing and queues.