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Microsoft Dynamics CRM - Service Management

SquareOne Training
Course summary
1 day
United Kingdom
Next available date: Contact for info - United Kingdom
Open / Scheduled

Course description

microsoft-dynamics-potential

Microsoft Dynamics CRM - Service Management

This Microsoft Dynamics CRM Service Management training course is offered as an open/scheduled 1-day workshop by SquareOne Training. The course is designed to show delegates how to improve their understanding of service management on Microsoft Dynamics CRM.

Our patient and dedicated trainers will help all users gain the skills needed to start working confidently on Windows PCs. This course is taught at an intermediate level.

This course can also be delivered in-house at your location and tailored to your liking.

Suitability - Who should attend?

This Microsoft Dynamics CRM Service Management course is designed for users of Microsoft Dynamics CRM who want to learn about the service management features in the Microsoft Dynamics CRM product.

Training Course Content

Introduction

This module introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects.

  • Getting Started with Service Management
  • Cases and the Service Management Process
  • Queues and Contracts in Service Management
  • Working with Cases in the Case Grid

Working with Cases and Contracts

This module explains cases and contracts and about how they can be used together in service management functions.

  • Creating Case Records
  • Working with Cases
  • Contracts and Contract Templates
  • Creating and Working with Contracts
  • Using Contracts with Cases

Using the Knowledge Base

This module explains how to use the knowledge base and discusses how organizations can browse, locate, and share information in the repository.

  • Article Templates
  • Creating, Approving and Publishing Articles
  • Using and Searching the Knowledge Base 
  • Cases and Knowledge Base Articles

Working with Teams and Queues

This module discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.

  • Introduction to Teams
  • Introduction to Queues
  • Creating and Managing Queues
  • Working with Queues and Queue Items
  • Using Workflows with Queues

Analysis, Reporting and Goals

This module discusses the many methods available for analyzing and reporting on service management information in Microsoft Dynamics CRM.

  • Service Management Reports
  • Service Management Charts and Dashboards 
  • Goal Management for Service

Expenses

This Microsoft Dynamics CRM Service Management training course is offered both as an open/scheduled course and an in-house training course.

The in-house training will be delivered in the form of a closed course at your company's premises. SquareOne can come to you no matter where you are based throughout the UK. The cost of this training course is available upon request.

About provider

SquareOne Training

SquareOne Training is an internationally renowned IT Training company who create inspiring, motivational and cost effective training services which bring about tangible improvements in productivity. They specialise in providing classroom courses, Microsoft upgrade training, IT consultancy and large-scale rollout support...


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Contact info

SquareOne Training

2 Tower Road
CH41 1FN Birkenhead

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www.squareonetraining.com


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