eConsulting Group, Inc.eConsulting Group YouTube VideoseConsulting Group on FacebookAgile Experts Meetup GroupAgile and Project Management Training and Consulting Experts in LinkedIn
MOC12003 - MOC 80292 - Service Management in Microsoft Dynamics CRM 2011

MOC12003 - MOC 80292 - Service Management in Microsoft Dynamics CRM 2011

Duration: 1 day

Price: $226.69

Description

This Service Management in Microsoft Dynamics CRM 2011 training introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. You will learn how to use the knowledge base and discusses how organizations can browse, locate, and share information in the repository. It also discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.

The course is designed for new partners and customers of Microsoft Dynamics CRM that want to learn about the available service management features in the Microsoft Dynamics CRM product.

Learning Objectives

• Learn to use some of the most common service management applications of Queues and Contracts.
• Learn to work with cases in the case grid.
• Understand the steps required to create a new case.
• Learn to create and manage contract templates.
• Learn to create and manage contracts.
• Learn to add contract lines to a contract.
• Learn to associate contracts with cases.
• Learn to create, activate and deactivate, and delete Knowledge Base article templates.
• Learn to search articles from within a case record and utilize articles to resolve cases.
• Learn to create, manage and work with Teams.
• Learn to define steps involved in creating and managing queues.
• Learn to work with queue items.
• Learn to build personal and system charts and dashboards to provide insight into important service management information.

Method of Delivery

• Onsite/Live class instructions or Online web conference
• Lectures
• Open discussion
• Case studies
• Surveys

eCG Logo XS

Chicago Downtown Location:
20 N. Wacker Dr. Suite 1200
Chicago, IL 60606

Direct: +1 (312) 804-9992
Office: +1 (312) 804-0772
Fax: +1 (312) 803-2223
Toll Free: (866) 482 8275

E-mail: info@ecgmn.com

 

All names and logos are registered trademarks of their respective owners.

eConsulting Group®, Agile Expert™, Business Analyst Expert™, Database Management Expert™, Hands On Project Management™, Healthcare IT Expert™, Human Resource Expert™, Link2Task™, Link2Project™, Management Expert™, Network Security Expert™, Office Management Expert™, Programming Expert™, Project Book™, Project Management Expert™, Project Management Specialist™, Project Manager Master Level™, Project2Market™, Renewable Energy Management Expert™, Six Sigma Expert™, Social Media Expert™, We Build Project Managers™, and Web Development Expert™ are registered certificates and trademarks of eConsulting Group, Inc.

PMI-ACP, PMI, CAPM, PMP, Project Management Professional, and PMBOK® Guide are registered marks of the Project Management Institute, Inc.

GI Bill® is a registered trademark of the U.S. Department of Veterans Affairs (VA). More information about education benefits offered by VA is available at the official U.S. government Web site at https://www.benefits.va.gov/gibill.

Copyright © 2019 eConsulting Group, Inc. All Rights Reserved. Please read our Privacy Policy.

Search