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| Microsoft CRM EU: 4.0 Service & Scheduling |
| Vendor Course Code: | MSCRMSERVS |
| Course Length: | 1 day |
| Course Price: | $680.00 + GST |
| Availability: | Please call DDLS on 1800 U LEARN (1800 853 276) or  click here to register your interest. |
| Overview: | This one-day instructor-led course provides students with the knowledge and skills to improve their day to day working environment by using the service management, and service scheduling module within CRM |
| Skills Gained: | After completing this course, students will be able to:
• Navigate Microsoft CRM and understand the standard application terminology
• Understand Service functionality. This includes Contract, Case, Knowledge Base, and Queue management
• Use the Service Scheduling functionality. This includes Scheduling Resources and managing resources.
• Using the Knowledge base.
• Creating a Contract
• Using and viewing Reports specific to the Service Module in CRM
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| Key Topics: | Key Topics
Module 1: Creating Customer Service Contracts
1.1 Viewing Contracts
1.2 Contract Templates
1.3 Create a contract
1.4 Contract Lines
1.5 Adding Notes and Attachments to a Contract
1.6 Contract Status
1.7 Renewing Contracts
Module 2: Customer Service Management
2.1 Creating Cases
2.2 Viewing & Managing Cases
2.3 Using Knowledge Base
2.4 Resolving Cases
2.5 Assigning / Reassigning Cases
2.6 Sharing Cases
2.7 Reactivating Cases
Module 3: Queues
3.1 Viewing Queues
3.2 Public Queues
3.3 Case Routing
Module 4: Managing Resources
4.1 User Work Schedules
4.2 Resource Groups
4.3 Resource Selection Rules
4.4 Site Management
Module 5: Scheduling Services
5.1 Service Calendar
5.2 Booking Service Activities
5.3 Close, Cancel or Reschedule Activities
5.4 Customer Preferences
Module 6: Knowledge Base
6.1 Article Templates
6.2 Creating Articles
6.3 Publishing Processes
6.4 Approval and Rejection
6.5 Updating Articles
Module 7: Advanced Features
7.1 Create a Contract Template
7.2 Deleting a Contract Template
Module 8: Reporting & Analytics
8.1 About the Reports
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| Target Audience: | Service and scheduling users of CRM 4.0 |
| Prerequisites: | Microsoft CRM EU: 4.0 Introduction |
