New course in portfolio
Course code: MOC 80292« Krok zpět

Service Management and Scheduling in Microsoft Dynamics CRM 2011 (MOC 80292 + MOC 80293)

This two days 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, the scheduling process, scheduling engine, and scheduling service activities in detail since they are key entry points in the scheduling process. 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, how to use service scheduling in situations that have complex scheduling requirements.

More information
This course was updated Microsoft Certified Technology Specialist (MCTS) Microsoft Certified IT Professional (MCITP)
 DateDurationCourse priceHandbook priceCourse languageLocation 
06.09.122 11 200 CZK 1 050 CZK Český jazykGOPAS Praha
 
02.08.122 10 200 CZK 1 050 CZK Český jazykGOPAS Brno
 

AffiliateDurationCatalogue priceHandbook priceITB
Praha2 11 200 CZK 1 050 CZK 20
Brno2 10 200 CZK 1 050 CZK 20
Bratislava2 380,00 EUR 40 EUR 20

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Audience Profile

This two days course is designed for partners and customers of Microsoft Dynamics CRM that want to learn about the available service management features and about the available service scheduling features in the Microsoft Dynamics CRM product.
 

At Course Completion

After completing this course, students will be able to:
  • Use some of the most common service management applications of Queues and Contracts.
  • Work with cases in the case grid.
  • Understand the steps required to create a new case.
  • Create and manage contract templates.
  • Create and manage contracts.
  • Add contract lines to a contract.
  • Associate contracts with cases.
  • Create, activate and deactivate, and delete Knowledge Base article templates.
  • Search articles from within a case record and utilize articles to resolve cases.
  • Create, manage and work with Teams.
  • Define steps involved in creating and managing queues.
  • Work with queue items.
  • Build personal and system charts and dashboards to provide insight into important service management information.
  • Identify key service scheduling concepts
  • Compare service scheduling business scenarios
  • Understand the service scheduling process flow
  • Set up work schedules for users, facilities or equipment
  • Close, cancel or reschedule a service activity
  • Learn how service activity records synchronize with Microsoft Office Outlook
  • Incorporate customer preferences when scheduling service activities

kit MOC 80292

Price:
40 EUR
kit MOC 80292

Price:
1050 CZK
kit MOC 80293

Price:
40 EUR
kit MOC 80293

Price:
1050 CZK
The prices are without VAT.

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