Course OutlineModule 1: Microsoft CRM ConceptsThis chapter describes the overall solution of Microsoft CRM and the benefits to an organization.Lessons - Microsoft CRM Modules
- Accessing Microsoft CRM
- Customer Records
- Customer Relationships
- Understanding customization availability
After completing this chapter, students will 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
Module 2: Microsoft CRM Client for OutlookThis 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.Lessons - Identifying the functionality available in the Microsoft CRM Client for Outlook
- Navigate within the Microsoft CRM client for Outlook user interface
- Navigate within the Microsoft CRM client for Outlook user interface
- Create and manage Microsoft CRM records and activities in Outlook
Lab : Synchronization in the Outlook clientAfter completing this chapter, students will 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.
Module 3: Service Management Life CycleThis chapter discusses a basic service management process starting with resolving a case for an existing customer.Lessons - Understand the service management process flow in Microsoft CRM
- View a demonstration of the service management process
Module 4: Contract ManagementThis chapter looks at the Microsoft CRM Contract Management, and discusses how organizations can use service level agreements to determine customer entitlement.Lessons - Understand the Contract life cycle
- Understand the role of Contracts and Contract Lines
- Create, manage, and define Contracts and Contract Templates
After completing this chapter, students will 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
Module 5: Case ManagementThis chapter looks at the Case Management, and discusses how organizations can use cases to track, and resolve customer related issues.Lessons - Understand the lifecycle of a case
- Understand the effects of Case routing
- Create, modify, assign, share, and resolve cases
After completing this chapter, students will 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
Module 6: Creating a Knowledge BaseThis chapter looks at the Microsoft CRM Knowledge Base, and discusses how organizations can browse, locate and share information in this repository.Lessons - 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.
After completing this chapter, students will 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
Module 7: Managing Service QueuesThis 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.Lessons - 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
After completing this chapter, students will 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
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