MOC 80292A Service Management in Microsoft Dynamics CRM 2011

PT8587
Summary
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.
Prerequisites
General working knowledge of customer relationship management General understanding of business processes General working knowledge of Microsoft Windows.
Duration
1 Day/Lecture & Lab
Audience
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.
Topics
  • Introduction
  • Working with Cases and Contracts
  • Using the Knowledge Base
  • Working with Teams and Queues
  • Analysis, Reporting and Goals

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