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    Service Management in Microsoft Dynamics CRM 2011

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    INFORMATION

    course-duration

    1 Day(s) Course

    courseware

    Official Courseware

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    Certified Trainer

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    Training

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    Customize Your Batch

    one-o-one

    1:1 Training Available on Demand

    Course Information

    This course 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.

    COURSE OUTLINE

    Module 1: 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. 
    Module 2: Working with Cases and Contracts 
    • This module explains cases and contracts and about how they can be used together in service management functions.  
    Module 3: 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. 
    Module 4: Working with Teams and Queues 
    • This course discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM. 
    Module 5: Analysis, Reporting and Goals 
    • This module discusses the many methods available for analyzing and reporting on service management information in Microsoft Dynamics CRM.  

    WHO SHOULD ATTEND

    This 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.

    Pre-requisites

    Before attending this course, applicants must have: 

    1. General working knowledge of customer relationship management 
    2. General understanding of business processes 
    3. General working knowledge of Microsoft Windows.

    Exam

    Name Code Fee
    Microsoft Certified Professional (MCP) - [MB2-868] MB2-868 USD 127

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