DURATION
1 Day
Introduction
This one-day course explores the Microsoft CRM application from a user's perspective. Application functionality covered in the course includes Core CRM Navigation, User Interface, Outlook Client, and the Service module. This application course does not include materials or instructor discussion of Microsoft CRM Installation, Application Configuration, Workflow Configuration, Customization, Back Office Integration or Data Migration.
This course teaches the processes and functionality used by Service managers and Service representatives. The course starts with an introduction to the core concepts of Microsoft CRM and then an overview of the Service processes. Subsequent chapters explore the Service concepts in more detail. A complete understanding of the service processes in Microsoft CRM helps you receive the most out of the system.
Audience
Microsoft CRM Service training is recommended for anyone who plans to implement, use, maintain, or support Microsoft CRM in their organization. The class is targeted toward service representatives, administrators, office managers, CEO's, and consultants who want to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality.
At Course Completion
After completing this chapter, students should understand:
The Microsoft CRM User Interface and application terminology
How to use options to personalize the Microsoft CRM User Interface and personal settings
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
Microsoft CRM Advanced Find functionality to evaluate customer data
Prerequisites
Before attending this course, students must have:
General knowledge of Microsoft Windows
An understanding of Customer Relationship Management solution processes and practices
Microsoft Certification exams
No Microsoft Certification exams are associated with this course currently.
Course Materials
The student materials include comprehensive courseware and other appropriate materials for this class.
Chapter 1: Microsoft CRM Concepts
This chapter describes the overall solution of Microsoft CRM and the benefits to an organization.
Main Topics
Microsoft CRM Modules
Accessing Microsoft CRM
Customer Records
Customer Relationships
Understanding customization availability
Labs
Working with Records
Accounts and Contacts
After completing this chapter, students should be able to:
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
Chapter 2: Microsoft CRM Client for Outlook
This chapter examines how the Microsoft CRM Client for Outlook works, how the functionality is similar to the web client, and how to work in the Outlook Client interface.
Main Topics
Identifying the functionality available in the Microsoft CRM Client for Outlook
Navigate within the Microsoft CRM client for Outlook user interface
Create and manage Microsoft CRM records and activities in Outlook
Labs
Synchronization in the Outlook client
After completing this chapter, students should be able to:
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.
Chapter 3: Service Management Life Cycle
This chapter discusses a basic service management process starting with resolving a case for an existing customer.
Main Topics
Understand the service management process flow in Microsoft CRM
View a demonstration of the service management process
After completing this chapter, students should be able to:
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
Chapter 4: Contract Management
This chapter looks at the Microsoft CRM Contract Management, and discusses how organizations can use service level agreements to determine customer entitlement.
Main Topics
Understand the Contract life cycle
Understand the role of Contracts and Contract Lines
Create, manage, and define Contracts and Contract Templates
Labs
Contracts, Contract Lines, and Cases
Creating and Sharing Contracts
Modifying Contracts and Contract Lines
Renewing Contracts
Changing the Status of a Contract
After completing this chapter, students should be able to:
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
Chapter 5: Case Management
This chapter looks at the Case Management, and discusses how organizations can use cases to track, and resolve customer related issues.
Main Topics
Understand the lifecycle of a case
Understand the effects of Case routing
Create, modify, assign, share, and resolve cases
Labs
Case Management
Case Resolution Process
Case Creation and Resolution
After completing this chapter, students should be able to:
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
Chapter 6: Creating a Knowledge Base
This chapter looks at the Microsoft CRM Knowledge Base, and discusses how organizations can browse, locate and share information in this repository.
Main Topics
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.
Labs
Creating, Submitting, and Publishing Knowledge Base Articles
Reviewing, approving and rejecting Knowledge Base Articles
After completing this chapter, students should be able to:
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
Chapter 7: Managing Service Queues
This chapter takes a look at the process of managing service queues in Microsoft CRM, and discusses how to create, manage, and use queues based on how an organization is structured.
Main Topics
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
Labs
Flow of Cases and Activities through Queues
Assigning and Accepting Queue Items
Case Routing and Using Queues
Queue Monitoring and Case Resolution
After completing this chapter, students should be able to:
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
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.