Microsoft CRM 3.0 Service Management

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Course Profile

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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 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.

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.

Note: 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.
Before attending this course, students must have:

- General knowledge of Microsoft® Windows® - An understanding of Customer Relationship Management solution processes and practices
Skills After completing this course 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