Course description
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.
Upcoming start dates
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
Why choose SquareOne Training
25 years' experience of delivering quality IT Training Services
All trainers Certified Microsoft Office Trainer (MOS) or higher
Public and in-house training throughout the UK
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.
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