customer service in microsoft dynamics crm...

M80545 www.globalknowledge.ae [email protected] 00 971 4 446 4987

Customer Service in Microsoft Dynamics CRM 2013

Duration: 1 Days Course Code: M80545

Overview:

This course focuses on how an organization can nurture customer satisfaction through automation of business processes within MicrosoftDynamics CRM 2013. This course provides an insight into all of the powerful Customer Service and Service Scheduling functionalitycapabilities within Microsoft Dynamics CRM 2013.Additionally, this course guides you through the process of working with your customers in Microsoft Dynamics CRM 2013, including: resolutionof customer complaints and services issues cost effectively, and provides insight on managing all related correspondence, documents,contacts and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionableinsights, including the use of knowledge management in a centralized knowledge base.

Target Audience:

This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2013 in their organization.The training is intended for customer service representatives, service schedulers, administrators, office managers, CEOs, and consultants whowant to gain foundational knowledge of the application functionality.

Objectives:

Identify the key set of terms, phrases and elements to effectively Utilize Contract Management to specify the amount of supportwork with Customer Service Scenarios and Terminology services a customer is entitled to.

Recognize why cases are the fundamental record type in service Use reporting functionality to gain insight into trends, performance,management, and represent a single incident of service. and identifying opportunities and potential issues.

Use Queues to organize and store Activities and Cases that are Practice Goal Management features to establish and track progresswaiting to be processed. against target values for key performance indicators.

Effectively search the Knowledge Base to access a repository of Use the Service scheduling functionality and how it is designed toinformational articles used to assist customer service assist organizations when providing services that require complexrepresentatives in the resolution of cases. combinations of resources.

Prerequisites:

General knowledge of Microsoft WindowsGeneral knowledge of Microsoft OfficeAn understanding of Customer Relationship Management solutionprocesses and practices


Content:

Module 1: Introductionline line line

Provide examples of customer scenarios Provide examples of customer scenariosMicrosoft Dynamics CRM includes a where the Customer Service capabilities where the Customer Service capabilities ofcomprehensive set of features that increases of Microsoft Dynamics CRM can be Microsoft Dynamics CRM can be applied.the efficiency of customer service operations. applied. Understanding the Process Ribbon andThis module introduces Microsoft Dynamics Understanding the Process Ribbon and Menu OptionsCRM Customer Service terminology and Menu Options Case Resolution, Canceling and Deletingcustomer scenarios that the Customer Service Case Resolution, Canceling and Deleting Assigning Case Recordsmodule might be used. The module discusses Assigning Case Records Other Actions on Cases From Forms andthe basic components of case management, Other Actions on Cases From Forms and Viewsand works with the knowledge base, queues, Views Working with the Subject Treeand service contracts. The module also Working with the Subject Tree Working with the Case List and ViewsLab :provides an overview of service scheduling and Working with the Case List and ViewsLab Case Resolution Processingservice management. : Case Resolution Processing Create a caseline Create a case Associate a phone call with the case

Customer Scenarios Associate a phone call with the case Resolve the caseAfter completing thisResolve the caseAfter completing this module, students will be able to:module, students will be able to: Discuss the steps that are required to

line Discuss the steps that are required to create a new case.Provide examples of customer scenarios create a new case. Explain the case to resolution process andwhere the Customer Service capabilities of Explain the case to resolution process how it can be used effectively.Microsoft Dynamics CRM can be applied. and how it can be used effectively. Examine the effect of the activities and theUnderstanding the Process Ribbon and Examine the effect of the activities and procedures that are used for theMenu Options the procedures that are used for the knowledge base.Case Resolution, Canceling and Deleting knowledge base. Creating, Approving and PublishingAssigning Case Records Creating, Approving and Publishing ArticlesOther Actions on Cases From Forms and Articles Using and Searching the Knowledge BaseViews Using and Searching the Knowledge Cases and Knowledge Base ArticlesWorking with the Subject Tree Base Sending Knowledge Base ArticlesLab :Working with the Case List and ViewsLab : Cases and Knowledge Base Articles Managing Knowledge Base ArticlesCase Resolution Processing Sending Knowledge Base ArticlesLab : Create, Submit, and Publish a KnowledgeCreate a case Managing Knowledge Base Articles Base Article.After completing this module,Associate a phone call with the case Create, Submit, and Publish a students will be able to:Resolve the caseAfter completing this Knowledge Base Article.After completing Create, activate, deactivate, and deletemodule, students will be able to: this module, students will be able to: Knowledge Base article templates.Discuss the steps that are required to create Create, activate, deactivate, and delete Examine the complete process to create,a new case. Knowledge Base article templates. edit, and publish Knowledge Base articles.Explain the case to resolution process and Examine the complete process to create, Search for Knowledge Base articleshow it can be used effectively. edit, and publish Knowledge Base through the Workplace, Service Area, andExamine the effect of the activities and the articles. Advanced Find.procedures that are used for the knowledge Search for Knowledge Base articles Search Knowledge Base articles from abase. through the Workplace, Service Area, case record.Creating, Approving and Publishing Articles and Advanced Find. Use Knowledge Base articles to helpUsing and Searching the Knowledge Base Search Knowledge Base articles from a resolve cases.Cases and Knowledge Base Articles case record. Create and maintain Queues and QueueSending Knowledge Base ArticlesLab : Use Knowledge Base articles to help Items.Managing Knowledge Base Articles resolve cases. Work with Routing Queue items. ThisCreate, Submit, and Publish a Knowledge Create and maintain Queues and Queue includes Adding, Working on, andBase Article.After completing this module, Items. Releasing.students will be able to: Work with Routing Queue items. This Creating and Working with ContractsCreate, activate, deactivate, and delete includes Adding, Working on, and Using Contracts with CasesLab :Knowledge Base article templates. Releasing. Resolving a Case with a ContractExamine the complete process to create, Creating and Working with Contracts Create a Contract Templateedit, and publish Knowledge Base articles. Using Contracts with CasesLab : Create a Contract using a ContractSearch for Knowledge Base articles through Resolving a Case with a Contract Templatethe Workplace, Service Area, and Advanced Create a Contract Template Open a case and associate a contractFind. Create a Contract using a Contract Create and Close an Appointment ActivitySearch Knowledge Base articles from a Template a With the Casecase record. Open a case and associate a contract Resolve the CaseAfter completing thisUse Knowledge Base articles to help resolve Create and Close an Appointment module, students will be able to:cases. Activity a With the Case Understand and explain the components ofCreate and maintain Queues and Queue Resolve the CaseAfter completing this contracts.Items. module, students will be able to: Create and manage contract templates.


Work with Routing Queue items. This Understand and explain the components Create and manage contracts.includes Adding, Working on, and of contracts. Understand the role of contract lines andReleasing. Create and manage contract templates. add contract lines to a contract.Creating and Working with Contracts Create and manage contracts. Associate contracts with cases andUsing Contracts with CasesLab : Resolving Understand the role of contract lines and understand the case resolution processa Case with a Contract add contract lines to a contract. when contracts are used.Create a Contract Template Associate contracts with cases and Customer Service Charts and DashboardsCreate a Contract using a Contract understand the case resolution process Customer Service Goals and MetricsLab :Template when contracts are used. Goals and Goal MetricsOpen a case and associate a contract Customer Service Charts and Modify a Goal Metric to IncludeCreate and Close an Appointment Activity a Dashboards in-Progress CasesAfter completing thisWith the Case Customer Service Goals and MetricsLab module, students will be able to:Resolve the CaseAfter completing this : Goals and Goal Metrics Work with the preconfigured servicemodule, students will be able to: Modify a Goal Metric to Include management reports.Understand and explain the components of in-Progress CasesAfter completing this Build personal and system charts andcontracts. module, students will be able to: dashboards to provide insight intoCreate and manage contract templates. Work with the preconfigured service important service managementCreate and manage contracts. management reports. information.Understand the role of contract lines and Build personal and system charts and Use the Goal Management features toadd contract lines to a contract. dashboards to provide insight into create and manage goals for serviceAssociate contracts with cases and important service management management.understand the case resolution process information. Service Scheduling Terminologywhen contracts are used. Use the Goal Management features to Service Scheduling ProcessCustomer Service Charts and Dashboards create and manage goals for service Resources, Services and Selection RulesCustomer Service Goals and MetricsLab : management. Include Customer PreferencesGoals and Goal Metrics Service Scheduling Terminology Understand Sites and Same-SiteModify a Goal Metric to Include in-Progress Service Scheduling Process RequirementsCasesAfter completing this module, Resources, Services and Selection Rules Manage Business Closuresstudents will be able to: Include Customer Preferences Explain the Service Activity SchedulingWork with the preconfigured service Understand Sites and Same-Site Enginemanagement reports. Requirements Working with Service Activities and theBuild personal and system charts and Manage Business Closures Service Calendardashboards to provide insight into important Explain the Service Activity Scheduling Close, Cancel, or Reschedule a Serviceservice management information. Engine ActivityLab : Schedule a Service by UsingUse the Goal Management features to Working with Service Activities and the a Same-Site Requirementcreate and manage goals for service Service Calendar Create a Service Activity based on amanagement. Close, Cancel, or Reschedule a Service Same-Site Requirement Service.AfterService Scheduling Terminology ActivityLab : Schedule a Service by Using completing this module, students will beService Scheduling Process a Same-Site Requirement able to:Resources, Services and Selection Rules Create a Service Activity based on a Explain common scenarios where theInclude Customer Preferences Same-Site Requirement Service.After Scheduling Module can apply.Understand Sites and Same-Site completing this module, students will be Define the context of the basic elements ofRequirements able to: the Scheduling Module.Manage Business Closures Explain common scenarios where the Identify the important role and of theExplain the Service Activity Scheduling Scheduling Module can apply. Service Activity Scheduling Engine andEngine Define the context of the basic elements Scheduling Process.Working with Service Activities and the of the Scheduling Module. Show how to create and modify ServicesService Calendar Identify the important role and of the and Selection Rules for the resources thatClose, Cancel, or Reschedule a Service Service Activity Scheduling Engine and are required to perform a service activity.ActivityLab : Schedule a Service by Using a Scheduling Process. Include customer preferences whenSame-Site Requirement Show how to create and modify Services service activities are scheduled.Create a Service Activity based on a and Selection Rules for the resources Describe how important sites are, and howSame-Site Requirement Service.After that are required to perform a service to associate resources to a site. Alsocompleting this module, students will be able activity. describe how to enforce same-siteto: Include customer preferences when restrictions on a resource selection rule.Explain common scenarios where the service activities are scheduled. Configure resources and build selectionScheduling Module can apply. Describe how important sites are, and rules to perform capacity scheduling.Define the context of the basic elements of how to associate resources to a site. Also Describe how to create and managethe Scheduling Module. describe how to enforce same-site service activities.Identify the important role and of the Service restrictions on a resource selection rule.Activity Scheduling Engine and Scheduling Configure resources and build selectionProcess. rules to perform capacity scheduling. lineShow how to create and modify Services Describe how to create and manage Provide examples of customer scenariosand Selection Rules for the resources that service activities. where the Customer Service capabilities ofare required to perform a service activity. Microsoft Dynamics CRM can be applied.Include customer preferences when service Understanding the Process Ribbon and


activities are scheduled. line Menu OptionsDescribe how important sites are, and how Provide examples of customer scenarios Case Resolution, Canceling and Deletingto associate resources to a site. Also where the Customer Service capabilities Assigning Case Recordsdescribe how to enforce same-site of Microsoft Dynamics CRM can be Other Actions on Cases From Forms andrestrictions on a resource selection rule. applied. ViewsConfigure resources and build selection Understanding the Process Ribbon and Working with the Subject Treerules to perform capacity scheduling. Menu Options Working with the Case List and ViewsLab :Describe how to create and manage service Case Resolution, Canceling and Deleting Case Resolution Processingactivities. Assigning Case Records Create a case

Other Actions on Cases From Forms and Associate a phone call with the caseCustomer Service Entities and Record Views Resolve the caseAfter completing this

Working with the Subject Tree module, students will be able to:Understand and explain the basic record Working with the Case List and ViewsLab Discuss the steps that are required totypes utilized by the Customer Service : Case Resolution Processing create a new case.functionality of Microsoft Dynamics CRM. Create a case Explain the case to resolution process and

Associate a phone call with the case how it can be used effectively.Resolve the caseAfter completing this Examine the effect of the activities and the

line module, students will be able to: procedures that are used for theProvide examples of customer scenarios Discuss the steps that are required to knowledge base.where the Customer Service capabilities of create a new case. Creating, Approving and PublishingMicrosoft Dynamics CRM can be applied. Explain the case to resolution process ArticlesUnderstanding the Process Ribbon and and how it can be used effectively. Using and Searching the Knowledge BaseMenu Options Examine the effect of the activities and Cases and Knowledge Base ArticlesCase Resolution, Canceling and Deleting the procedures that are used for the Sending Knowledge Base ArticlesLab :Assigning Case Records knowledge base. Managing Knowledge Base ArticlesOther Actions on Cases From Forms and Creating, Approving and Publishing Create, Submit, and Publish a KnowledgeViews Articles Base Article.After completing this module,Working with the Subject Tree Using and Searching the Knowledge students will be able to:Working with the Case List and ViewsLab : Base Create, activate, deactivate, and deleteCase Resolution Processing Cases and Knowledge Base Articles Knowledge Base article templates.Create a case Sending Knowledge Base ArticlesLab : Examine the complete process to create,Associate a phone call with the case Managing Knowledge Base Articles edit, and publish Knowledge Base articles.Resolve the caseAfter completing this Create, Submit, and Publish a Search for Knowledge Base articlesmodule, students will be able to: Knowledge Base Article.After completing through the Workplace, Service Area, andDiscuss the steps that are required to create this module, students will be able to: Advanced Find.a new case. Create, activate, deactivate, and delete Search Knowledge Base articles from aExplain the case to resolution process and Knowledge Base article templates. case record.how it can be used effectively. Examine the complete process to create, Use Knowledge Base articles to helpExamine the effect of the activities and the edit, and publish Knowledge Base resolve cases.procedures that are used for the knowledge articles. Create and maintain Queues and Queuebase. Search for Knowledge Base articles Items.Creating, Approving and Publishing Articles through the Workplace, Service Area, Work with Routing Queue items. ThisUsing and Searching the Knowledge Base and Advanced Find. includes Adding, Working on, andCases and Knowledge Base Articles Search Knowledge Base articles from a Releasing.Sending Knowledge Base ArticlesLab : case record. Creating and Working with ContractsManaging Knowledge Base Articles Use Knowledge Base articles to help Using Contracts with CasesLab :Create, Submit, and Publish a Knowledge resolve cases. Resolving a Case with a ContractBase Article.After completing this module, Create and maintain Queues and Queue Create a Contract Templatestudents will be able to: Items. Create a Contract using a ContractCreate, activate, deactivate, and delete Work with Routing Queue items. This TemplateKnowledge Base article templates. includes Adding, Working on, and Open a case and associate a contractExamine the complete process to create, Releasing. Create and Close an Appointment Activityedit, and publish Knowledge Base articles. Creating and Working with Contracts a With the CaseSearch for Knowledge Base articles through Using Contracts with CasesLab : Resolve the CaseAfter completing thisthe Workplace, Service Area, and Advanced Resolving a Case with a Contract module, students will be able to:Find. Create a Contract Template Understand and explain the components ofSearch Knowledge Base articles from a Create a Contract using a Contract contracts.case record. Template Create and manage contract templates.Use Knowledge Base articles to help resolve Open a case and associate a contract Create and manage contracts.cases. Create and Close an Appointment Understand the role of contract lines andCreate and maintain Queues and Queue Activity a With the Case add contract lines to a contract.Items. Resolve the CaseAfter completing this Associate contracts with cases andWork with Routing Queue items. This module, students will be able to: understand the case resolution processincludes Adding, Working on, and Understand and explain the components when contracts are used.Releasing. of contracts. Customer Service Charts and DashboardsCreating and Working with Contracts Create and manage contract templates. Customer Service Goals and MetricsLab :


Using Contracts with CasesLab : Resolving Create and manage contracts. Goals and Goal Metricsa Case with a Contract Understand the role of contract lines and Modify a Goal Metric to IncludeCreate a Contract Template add contract lines to a contract. in-Progress CasesAfter completing thisCreate a Contract using a Contract Associate contracts with cases and module, students will be able to:Template understand the case resolution process Work with the preconfigured serviceOpen a case and associate a contract when contracts are used. management reports.Create and Close an Appointment Activity a Customer Service Charts and Build personal and system charts andWith the Case Dashboards dashboards to provide insight intoResolve the CaseAfter completing this Customer Service Goals and MetricsLab important service managementmodule, students will be able to: : Goals and Goal Metrics information.Understand and explain the components of Modify a Goal Metric to Include Use the Goal Management features tocontracts. in-Progress CasesAfter completing this create and manage goals for serviceCreate and manage contract templates. module, students will be able to: management.Create and manage contracts. Work with the preconfigured service Service Scheduling TerminologyUnderstand the role of contract lines and management reports. Service Scheduling Processadd contract lines to a contract. Build personal and system charts and Resources, Services and Selection RulesAssociate contracts with cases and dashboards to provide insight into Include Customer Preferencesunderstand the case resolution process important service management Understand Sites and Same-Sitewhen contracts are used. information. RequirementsCustomer Service Charts and Dashboards Use the Goal Management features to Manage Business ClosuresCustomer Service Goals and MetricsLab : create and manage goals for service Explain the Service Activity SchedulingGoals and Goal Metrics management. EngineModify a Goal Metric to Include in-Progress Service Scheduling Terminology Working with Service Activities and theCasesAfter completing this module, Service Scheduling Process Service Calendarstudents will be able to: Resources, Services and Selection Rules Close, Cancel, or Reschedule a ServiceWork with the preconfigured service Include Customer Preferences ActivityLab : Schedule a Service by Usingmanagement reports. Understand Sites and Same-Site a Same-Site RequirementBuild personal and system charts and Requirements Create a Service Activity based on adashboards to provide insight into important Manage Business Closures Same-Site Requirement Service.Afterservice management information. Explain the Service Activity Scheduling completing this module, students will beUse the Goal Management features to Engine able to:create and manage goals for service Working with Service Activities and the Explain common scenarios where themanagement. Service Calendar Scheduling Module can apply.Service Scheduling Terminology Close, Cancel, or Reschedule a Service Define the context of the basic elements ofService Scheduling Process ActivityLab : Schedule a Service by Using the Scheduling Module.Resources, Services and Selection Rules a Same-Site Requirement Identify the important role and of theInclude Customer Preferences Create a Service Activity based on a Service Activity Scheduling Engine andUnderstand Sites and Same-Site Same-Site Requirement Service.After Scheduling Process.Requirements completing this module, students will be Show how to create and modify ServicesManage Business Closures able to: and Selection Rules for the resources thatExplain the Service Activity Scheduling Explain common scenarios where the are required to perform a service activity.Engine Scheduling Module can apply. Include customer preferences whenWorking with Service Activities and the Define the context of the basic elements service activities are scheduled.Service Calendar of the Scheduling Module. Describe how important sites are, and howClose, Cancel, or Reschedule a Service Identify the important role and of the to associate resources to a site. AlsoActivityLab : Schedule a Service by Using a Service Activity Scheduling Engine and describe how to enforce same-siteSame-Site Requirement Scheduling Process. restrictions on a resource selection rule.Create a Service Activity based on a Show how to create and modify Services Configure resources and build selectionSame-Site Requirement Service.After and Selection Rules for the resources rules to perform capacity scheduling.completing this module, students will be able that are required to perform a service Describe how to create and manageto: activity. service activities.Explain common scenarios where the Include customer preferences whenScheduling Module can apply. service activities are scheduled.Define the context of the basic elements of Describe how important sites are, and linethe Scheduling Module. how to associate resources to a site. Also Provide examples of customer scenariosIdentify the important role and of the Service describe how to enforce same-site where the Customer Service capabilities ofActivity Scheduling Engine and Scheduling restrictions on a resource selection rule. Microsoft Dynamics CRM can be applied.Process. Configure resources and build selection Understanding the Process Ribbon andShow how to create and modify Services rules to perform capacity scheduling. Menu Optionsand Selection Rules for the resources that Describe how to create and manage Case Resolution, Canceling and Deletingare required to perform a service activity. service activities. Assigning Case RecordsInclude customer preferences when service Other Actions on Cases From Forms andactivities are scheduled. ViewsDescribe how important sites are, and how line Working with the Subject Treeto associate resources to a site. Also Provide examples of customer scenarios Working with the Case List and ViewsLab :describe how to enforce same-site where the Customer Service capabilities Case Resolution Processing


restrictions on a resource selection rule. of Microsoft Dynamics CRM can be Create a caseConfigure resources and build selection applied. Associate a phone call with the caserules to perform capacity scheduling. Understanding the Process Ribbon and Resolve the caseAfter completing thisDescribe how to create and manage service Menu Options module, students will be able to:activities. Case Resolution, Canceling and Deleting Discuss the steps that are required to

Assigning Case Records create a new case.Module 2: Cases Other Actions on Cases From Forms and Explain the case to resolution process andline Views how it can be used effectively.

Working with the Subject Tree Examine the effect of the activities and theCustomer service is important to a customer Working with the Case List and ViewsLab procedures that are used for therelationship management strategy. Microsoft : Case Resolution Processing knowledge base.Dynamics CRM provides many features that Create a case Creating, Approving and Publishingorganizations can use to manage the services Associate a phone call with the case Articlesthey provide to customers. This module Resolve the caseAfter completing this Using and Searching the Knowledge Basediscusses cases and how the cases can be module, students will be able to: Cases and Knowledge Base Articlesused together in service management Discuss the steps that are required to Sending Knowledge Base ArticlesLab :functions. create a new case. Managing Knowledge Base Articlesline Explain the case to resolution process Create, Submit, and Publish a Knowledge

Creating Case Records and how it can be used effectively. Base Article.After completing this module,Examine the effect of the activities and students will be able to:the procedures that are used for the Create, activate, deactivate, and delete

line knowledge base. Knowledge Base article templates.Provide examples of customer scenarios Creating, Approving and Publishing Examine the complete process to create,where the Customer Service capabilities of Articles edit, and publish Knowledge Base articles.Microsoft Dynamics CRM can be applied. Using and Searching the Knowledge Search for Knowledge Base articlesUnderstanding the Process Ribbon and Base through the Workplace, Service Area, andMenu Options Cases and Knowledge Base Articles Advanced Find.Case Resolution, Canceling and Deleting Sending Knowledge Base ArticlesLab : Search Knowledge Base articles from aAssigning Case Records Managing Knowledge Base Articles case record.Other Actions on Cases From Forms and Create, Submit, and Publish a Use Knowledge Base articles to helpViews Knowledge Base Article.After completing resolve cases.Working with the Subject Tree this module, students will be able to: Create and maintain Queues and QueueWorking with the Case List and ViewsLab : Create, activate, deactivate, and delete Items.Case Resolution Processing Knowledge Base article templates. Work with Routing Queue items. ThisCreate a case Examine the complete process to create, includes Adding, Working on, andAssociate a phone call with the case edit, and publish Knowledge Base Releasing.Resolve the caseAfter completing this articles. Creating and Working with Contractsmodule, students will be able to: Search for Knowledge Base articles Using Contracts with CasesLab :Discuss the steps that are required to create through the Workplace, Service Area, Resolving a Case with a Contracta new case. and Advanced Find. Create a Contract TemplateExplain the case to resolution process and Search Knowledge Base articles from a Create a Contract using a Contracthow it can be used effectively. case record. TemplateExamine the effect of the activities and the Use Knowledge Base articles to help Open a case and associate a contractprocedures that are used for the knowledge resolve cases. Create and Close an Appointment Activitybase. Create and maintain Queues and Queue a With the CaseCreating, Approving and Publishing Articles Items. Resolve the CaseAfter completing thisUsing and Searching the Knowledge Base Work with Routing Queue items. This module, students will be able to:Cases and Knowledge Base Articles includes Adding, Working on, and Understand and explain the components ofSending Knowledge Base ArticlesLab : Releasing. contracts.Managing Knowledge Base Articles Creating and Working with Contracts Create and manage contract templates.Create, Submit, and Publish a Knowledge Using Contracts with CasesLab : Create and manage contracts.Base Article.After completing this module, Resolving a Case with a Contract Understand the role of contract lines andstudents will be able to: Create a Contract Template add contract lines to a contract.Create, activate, deactivate, and delete Create a Contract using a Contract Associate contracts with cases andKnowledge Base article templates. Template understand the case resolution processExamine the complete process to create, Open a case and associate a contract when contracts are used.edit, and publish Knowledge Base articles. Create and Close an Appointment Customer Service Charts and DashboardsSearch for Knowledge Base articles through Activity a With the Case Customer Service Goals and MetricsLab :the Workplace, Service Area, and Advanced Resolve the CaseAfter completing this Goals and Goal MetricsFind. module, students will be able to: Modify a Goal Metric to IncludeSearch Knowledge Base articles from a Understand and explain the components in-Progress CasesAfter completing thiscase record. of contracts. module, students will be able to:Use Knowledge Base articles to help resolve Create and manage contract templates. Work with the preconfigured servicecases. Create and manage contracts. management reports.Create and maintain Queues and Queue Understand the role of contract lines and Build personal and system charts andItems. add contract lines to a contract. dashboards to provide insight into


Work with Routing Queue items. This Associate contracts with cases and important service managementincludes Adding, Working on, and understand the case resolution process information.Releasing. when contracts are used. Use the Goal Management features toCreating and Working with Contracts Customer Service Charts and create and manage goals for serviceUsing Contracts with CasesLab : Resolving Dashboards management.a Case with a Contract Customer Service Goals and MetricsLab Service Scheduling TerminologyCreate a Contract Template : Goals and Goal Metrics Service Scheduling ProcessCreate a Contract using a Contract Modify a Goal Metric to Include Resources, Services and Selection RulesTemplate in-Progress CasesAfter completing this Include Customer PreferencesOpen a case and associate a contract module, students will be able to: Understand Sites and Same-SiteCreate and Close an Appointment Activity a Work with the preconfigured service RequirementsWith the Case management reports. Manage Business ClosuresResolve the CaseAfter completing this Build personal and system charts and Explain the Service Activity Schedulingmodule, students will be able to: dashboards to provide insight into EngineUnderstand and explain the components of important service management Working with Service Activities and thecontracts. information. Service CalendarCreate and manage contract templates. Use the Goal Management features to Close, Cancel, or Reschedule a ServiceCreate and manage contracts. create and manage goals for service ActivityLab : Schedule a Service by UsingUnderstand the role of contract lines and management. a Same-Site Requirementadd contract lines to a contract. Service Scheduling Terminology Create a Service Activity based on aAssociate contracts with cases and Service Scheduling Process Same-Site Requirement Service.Afterunderstand the case resolution process Resources, Services and Selection Rules completing this module, students will bewhen contracts are used. Include Customer Preferences able to:Customer Service Charts and Dashboards Understand Sites and Same-Site Explain common scenarios where theCustomer Service Goals and MetricsLab : Requirements Scheduling Module can apply.Goals and Goal Metrics Manage Business Closures Define the context of the basic elements ofModify a Goal Metric to Include in-Progress Explain the Service Activity Scheduling the Scheduling Module.CasesAfter completing this module, Engine Identify the important role and of thestudents will be able to: Working with Service Activities and the Service Activity Scheduling Engine andWork with the preconfigured service Service Calendar Scheduling Process.management reports. Close, Cancel, or Reschedule a Service Show how to create and modify ServicesBuild personal and system charts and ActivityLab : Schedule a Service by Using and Selection Rules for the resources thatdashboards to provide insight into important a Same-Site Requirement are required to perform a service activity.service management information. Create a Service Activity based on a Include customer preferences whenUse the Goal Management features to Same-Site Requirement Service.After service activities are scheduled.create and manage goals for service completing this module, students will be Describe how important sites are, and howmanagement. able to: to associate resources to a site. AlsoService Scheduling Terminology Explain common scenarios where the describe how to enforce same-siteService Scheduling Process Scheduling Module can apply. restrictions on a resource selection rule.Resources, Services and Selection Rules Define the context of the basic elements Configure resources and build selectionInclude Customer Preferences of the Scheduling Module. rules to perform capacity scheduling.Understand Sites and Same-Site Identify the important role and of the Describe how to create and manageRequirements Service Activity Scheduling Engine and service activities.Manage Business Closures Scheduling Process.Explain the Service Activity Scheduling Show how to create and modify Services Module 7: Service Scheduling Engine and Selection Rules for the resources lineWorking with Service Activities and the that are required to perform a serviceService Calendar activity. This module provides an overview of theClose, Cancel, or Reschedule a Service Include customer preferences when service scheduling features of MicrosoftActivityLab : Schedule a Service by Using a service activities are scheduled. Dynamics CRM. The organizations that useSame-Site Requirement Describe how important sites are, and service scheduling require a complexCreate a Service Activity based on a how to associate resources to a site. Also combination of resources. Service schedulingSame-Site Requirement Service.After describe how to enforce same-site considers the availability of employees,completing this module, students will be able restrictions on a resource selection rule. facilities, and equipment to make sure thatto: Configure resources and build selection the resources are available to deliver serviceExplain common scenarios where the rules to perform capacity scheduling. activities for customers.Scheduling Module can apply. Describe how to create and manage lineDefine the context of the basic elements of service activities. Service Scheduling Scenariosthe Scheduling Module.Identify the important role and of the ServiceActivity Scheduling Engine and Scheduling line lineProcess. Provide examples of customer scenarios Provide examples of customer scenariosShow how to create and modify Services where the Customer Service capabilities where the Customer Service capabilities ofand Selection Rules for the resources that of Microsoft Dynamics CRM can be Microsoft Dynamics CRM can be applied.are required to perform a service activity. applied. Understanding the Process Ribbon andInclude customer preferences when service Understanding the Process Ribbon and Menu Options


activities are scheduled. Menu Options Case Resolution, Canceling and DeletingDescribe how important sites are, and how Case Resolution, Canceling and Deleting Assigning Case Recordsto associate resources to a site. Also Assigning Case Records Other Actions on Cases From Forms anddescribe how to enforce same-site Other Actions on Cases From Forms and Viewsrestrictions on a resource selection rule. Views Working with the Subject TreeConfigure resources and build selection Working with the Subject Tree Working with the Case List and ViewsLab :rules to perform capacity scheduling. Working with the Case List and ViewsLab Case Resolution ProcessingDescribe how to create and manage service : Case Resolution Processing Create a caseactivities. Create a case Associate a phone call with the case

Associate a phone call with the case Resolve the caseAfter completing thisResolve the caseAfter completing this module, students will be able to:

line module, students will be able to: Discuss the steps that are required toProvide examples of customer scenarios Discuss the steps that are required to create a new case.where the Customer Service capabilities of create a new case. Explain the case to resolution process andMicrosoft Dynamics CRM can be applied. Explain the case to resolution process how it can be used effectively.Understanding the Process Ribbon and and how it can be used effectively. Examine the effect of the activities and theMenu Options Examine the effect of the activities and procedures that are used for theCase Resolution, Canceling and Deleting the procedures that are used for the knowledge base.Assigning Case Records knowledge base. Creating, Approving and PublishingOther Actions on Cases From Forms and Creating, Approving and Publishing ArticlesViews Articles Using and Searching the Knowledge BaseWorking with the Subject Tree Using and Searching the Knowledge Cases and Knowledge Base ArticlesWorking with the Case List and ViewsLab : Base Sending Knowledge Base ArticlesLab :Case Resolution Processing Cases and Knowledge Base Articles Managing Knowledge Base ArticlesCreate a case Sending Knowledge Base ArticlesLab : Create, Submit, and Publish a KnowledgeAssociate a phone call with the case Managing Knowledge Base Articles Base Article.After completing this module,Resolve the caseAfter completing this Create, Submit, and Publish a students will be able to:module, students will be able to: Knowledge Base Article.After completing Create, activate, deactivate, and deleteDiscuss the steps that are required to create this module, students will be able to: Knowledge Base article templates.a new case. Create, activate, deactivate, and delete Examine the complete process to create,Explain the case to resolution process and Knowledge Base article templates. edit, and publish Knowledge Base articles.how it can be used effectively. Examine the complete process to create, Search for Knowledge Base articlesExamine the effect of the activities and the edit, and publish Knowledge Base through the Workplace, Service Area, andprocedures that are used for the knowledge articles. Advanced Find.base. Search for Knowledge Base articles Search Knowledge Base articles from aCreating, Approving and Publishing Articles through the Workplace, Service Area, case record.Using and Searching the Knowledge Base and Advanced Find. Use Knowledge Base articles to helpCases and Knowledge Base Articles Search Knowledge Base articles from a resolve cases.Sending Knowledge Base ArticlesLab : case record. Create and maintain Queues and QueueManaging Knowledge Base Articles Use Knowledge Base articles to help Items.Create, Submit, and Publish a Knowledge resolve cases. Work with Routing Queue items. ThisBase Article.After completing this module, Create and maintain Queues and Queue includes Adding, Working on, andstudents will be able to: Items. Releasing.Create, activate, deactivate, and delete Work with Routing Queue items. This Creating and Working with ContractsKnowledge Base article templates. includes Adding, Working on, and Using Contracts with CasesLab :Examine the complete process to create, Releasing. Resolving a Case with a Contractedit, and publish Knowledge Base articles. Creating and Working with Contracts Create a Contract TemplateSearch for Knowledge Base articles through Using Contracts with CasesLab : Create a Contract using a Contractthe Workplace, Service Area, and Advanced Resolving a Case with a Contract TemplateFind. Create a Contract Template Open a case and associate a contractSearch Knowledge Base articles from a Create a Contract using a Contract Create and Close an Appointment Activitycase record. Template a With the CaseUse Knowledge Base articles to help resolve Open a case and associate a contract Resolve the CaseAfter completing thiscases. Create and Close an Appointment module, students will be able to:Create and maintain Queues and Queue Activity a With the Case Understand and explain the components ofItems. Resolve the CaseAfter completing this contracts.Work with Routing Queue items. This module, students will be able to: Create and manage contract templates.includes Adding, Working on, and Understand and explain the components Create and manage contracts.Releasing. of contracts. Understand the role of contract lines andCreating and Working with Contracts Create and manage contract templates. add contract lines to a contract.Using Contracts with CasesLab : Resolving Create and manage contracts. Associate contracts with cases anda Case with a Contract Understand the role of contract lines and understand the case resolution processCreate a Contract Template add contract lines to a contract. when contracts are used.Create a Contract using a Contract Associate contracts with cases and Customer Service Charts and DashboardsTemplate understand the case resolution process Customer Service Goals and MetricsLab :Open a case and associate a contract when contracts are used. Goals and Goal Metrics


Create and Close an Appointment Activity a Customer Service Charts and Modify a Goal Metric to IncludeWith the Case Dashboards in-Progress CasesAfter completing thisResolve the CaseAfter completing this Customer Service Goals and MetricsLab module, students will be able to:module, students will be able to: : Goals and Goal Metrics Work with the preconfigured serviceUnderstand and explain the components of Modify a Goal Metric to Include management reports.contracts. in-Progress CasesAfter completing this Build personal and system charts andCreate and manage contract templates. module, students will be able to: dashboards to provide insight intoCreate and manage contracts. Work with the preconfigured service important service managementUnderstand the role of contract lines and management reports. information.add contract lines to a contract. Build personal and system charts and Use the Goal Management features toAssociate contracts with cases and dashboards to provide insight into create and manage goals for serviceunderstand the case resolution process important service management management.when contracts are used. information. Service Scheduling TerminologyCustomer Service Charts and Dashboards Use the Goal Management features to Service Scheduling ProcessCustomer Service Goals and MetricsLab : create and manage goals for service Resources, Services and Selection RulesGoals and Goal Metrics management. Include Customer PreferencesModify a Goal Metric to Include in-Progress Service Scheduling Terminology Understand Sites and Same-SiteCasesAfter completing this module, Service Scheduling Process Requirementsstudents will be able to: Resources, Services and Selection Rules Manage Business ClosuresWork with the preconfigured service Include Customer Preferences Explain the Service Activity Schedulingmanagement reports. Understand Sites and Same-Site EngineBuild personal and system charts and Requirements Working with Service Activities and thedashboards to provide insight into important Manage Business Closures Service Calendarservice management information. Explain the Service Activity Scheduling Close, Cancel, or Reschedule a ServiceUse the Goal Management features to Engine ActivityLab : Schedule a Service by Usingcreate and manage goals for service Working with Service Activities and the a Same-Site Requirementmanagement. Service Calendar Create a Service Activity based on aService Scheduling Terminology Close, Cancel, or Reschedule a Service Same-Site Requirement Service.AfterService Scheduling Process ActivityLab : Schedule a Service by Using completing this module, students will beResources, Services and Selection Rules a Same-Site Requirement able to:Include Customer Preferences Create a Service Activity based on a Explain common scenarios where theUnderstand Sites and Same-Site Same-Site Requirement Service.After Scheduling Module can apply.Requirements completing this module, students will be Define the context of the basic elements ofManage Business Closures able to: the Scheduling Module.Explain the Service Activity Scheduling Explain common scenarios where the Identify the important role and of theEngine Scheduling Module can apply. Service Activity Scheduling Engine andWorking with Service Activities and the Define the context of the basic elements Scheduling Process.Service Calendar of the Scheduling Module. Show how to create and modify ServicesClose, Cancel, or Reschedule a Service Identify the important role and of the and Selection Rules for the resources thatActivityLab : Schedule a Service by Using a Service Activity Scheduling Engine and are required to perform a service activity.Same-Site Requirement Scheduling Process. Include customer preferences whenCreate a Service Activity based on a Show how to create and modify Services service activities are scheduled.Same-Site Requirement Service.After and Selection Rules for the resources Describe how important sites are, and howcompleting this module, students will be able that are required to perform a service to associate resources to a site. Alsoto: activity. describe how to enforce same-siteExplain common scenarios where the Include customer preferences when restrictions on a resource selection rule.Scheduling Module can apply. service activities are scheduled. Configure resources and build selectionDefine the context of the basic elements of Describe how important sites are, and rules to perform capacity scheduling.the Scheduling Module. how to associate resources to a site. Also Describe how to create and manageIdentify the important role and of the Service describe how to enforce same-site service activities.Activity Scheduling Engine and Scheduling restrictions on a resource selection rule.Process. Configure resources and build selectionShow how to create and modify Services rules to perform capacity scheduling. lineand Selection Rules for the resources that Describe how to create and manage Provide examples of customer scenariosare required to perform a service activity. service activities. where the Customer Service capabilities ofInclude customer preferences when service Microsoft Dynamics CRM can be applied.activities are scheduled. Module 4: Queue Management Understanding the Process Ribbon andDescribe how important sites are, and how line Menu Optionsto associate resources to a site. Also Case Resolution, Canceling and Deletingdescribe how to enforce same-site A queue is an area that is used to organize Assigning Case Recordsrestrictions on a resource selection rule. and store activities and work items that are Other Actions on Cases From Forms andConfigure resources and build selection waiting to be processed. A queue is also used Viewsrules to perform capacity scheduling. for activities and work items that are currently Working with the Subject TreeDescribe how to create and manage service being worked on. Microsoft Dynamics CRM Working with the Case List and ViewsLab :activities. includes queuing and workflow tools to Case Resolution Processing

improve how incoming requests for sales, Create a case


marketing, and customer service are handled. Associate a phone call with the caseline line Resolve the caseAfter completing this

Provide examples of customer scenarios Queue ManagementLab : Create and module, students will be able to:where the Customer Service capabilities of Manage Queues Discuss the steps that are required toMicrosoft Dynamics CRM can be applied. Create a New Public Queue for Incoming create a new case.Understanding the Process Ribbon and QuestionsAfter completing this module, Explain the case to resolution process andMenu Options students will be able to: how it can be used effectively.Case Resolution, Canceling and Deleting Explain the differences and the details of Examine the effect of the activities and theAssigning Case Records Default/System Queues and Personal procedures that are used for theOther Actions on Cases From Forms and Queues. knowledge base.Views Creating, Approving and PublishingWorking with the Subject Tree ArticlesWorking with the Case List and ViewsLab : line Using and Searching the Knowledge BaseCase Resolution Processing Provide examples of customer scenarios Cases and Knowledge Base ArticlesCreate a case where the Customer Service capabilities Sending Knowledge Base ArticlesLab :Associate a phone call with the case of Microsoft Dynamics CRM can be Managing Knowledge Base ArticlesResolve the caseAfter completing this applied. Create, Submit, and Publish a Knowledgemodule, students will be able to: Understanding the Process Ribbon and Base Article.After completing this module,Discuss the steps that are required to create Menu Options students will be able to:a new case. Case Resolution, Canceling and Deleting Create, activate, deactivate, and deleteExplain the case to resolution process and Assigning Case Records Knowledge Base article templates.how it can be used effectively. Other Actions on Cases From Forms and Examine the complete process to create,Examine the effect of the activities and the Views edit, and publish Knowledge Base articles.procedures that are used for the knowledge Working with the Subject Tree Search for Knowledge Base articlesbase. Working with the Case List and ViewsLab through the Workplace, Service Area, andCreating, Approving and Publishing Articles : Case Resolution Processing Advanced Find.Using and Searching the Knowledge Base Create a case Search Knowledge Base articles from aCases and Knowledge Base Articles Associate a phone call with the case case record.Sending Knowledge Base ArticlesLab : Resolve the caseAfter completing this Use Knowledge Base articles to helpManaging Knowledge Base Articles module, students will be able to: resolve cases.Create, Submit, and Publish a Knowledge Discuss the steps that are required to Create and maintain Queues and QueueBase Article.After completing this module, create a new case. Items.students will be able to: Explain the case to resolution process Work with Routing Queue items. ThisCreate, activate, deactivate, and delete and how it can be used effectively. includes Adding, Working on, andKnowledge Base article templates. Examine the effect of the activities and Releasing.Examine the complete process to create, the procedures that are used for the Creating and Working with Contractsedit, and publish Knowledge Base articles. knowledge base. Using Contracts with CasesLab :Search for Knowledge Base articles through Creating, Approving and Publishing Resolving a Case with a Contractthe Workplace, Service Area, and Advanced Articles Create a Contract TemplateFind. Using and Searching the Knowledge Create a Contract using a ContractSearch Knowledge Base articles from a Base Templatecase record. Cases and Knowledge Base Articles Open a case and associate a contractUse Knowledge Base articles to help resolve Sending Knowledge Base ArticlesLab : Create and Close an Appointment Activitycases. Managing Knowledge Base Articles a With the CaseCreate and maintain Queues and Queue Create, Submit, and Publish a Resolve the CaseAfter completing thisItems. Knowledge Base Article.After completing module, students will be able to:Work with Routing Queue items. This this module, students will be able to: Understand and explain the components ofincludes Adding, Working on, and Create, activate, deactivate, and delete contracts.Releasing. Knowledge Base article templates. Create and manage contract templates.Creating and Working with Contracts Examine the complete process to create, Create and manage contracts.Using Contracts with CasesLab : Resolving edit, and publish Knowledge Base Understand the role of contract lines anda Case with a Contract articles. add contract lines to a contract.Create a Contract Template Search for Knowledge Base articles Associate contracts with cases andCreate a Contract using a Contract through the Workplace, Service Area, understand the case resolution processTemplate and Advanced Find. when contracts are used.Open a case and associate a contract Search Knowledge Base articles from a Customer Service Charts and DashboardsCreate and Close an Appointment Activity a case record. Customer Service Goals and MetricsLab :With the Case Use Knowledge Base articles to help Goals and Goal MetricsResolve the CaseAfter completing this resolve cases. Modify a Goal Metric to Includemodule, students will be able to: Create and maintain Queues and Queue in-Progress CasesAfter completing thisUnderstand and explain the components of Items. module, students will be able to:contracts. Work with Routing Queue items. This Work with the preconfigured serviceCreate and manage contract templates. includes Adding, Working on, and management reports.Create and manage contracts. Releasing. Build personal and system charts andUnderstand the role of contract lines and Creating and Working with Contracts dashboards to provide insight intoadd contract lines to a contract. Using Contracts with CasesLab : important service management


Associate contracts with cases and Resolving a Case with a Contract information.understand the case resolution process Create a Contract Template Use the Goal Management features towhen contracts are used. Create a Contract using a Contract create and manage goals for serviceCustomer Service Charts and Dashboards Template management.Customer Service Goals and MetricsLab : Open a case and associate a contract Service Scheduling TerminologyGoals and Goal Metrics Create and Close an Appointment Service Scheduling ProcessModify a Goal Metric to Include in-Progress Activity a With the Case Resources, Services and Selection RulesCasesAfter completing this module, Resolve the CaseAfter completing this Include Customer Preferencesstudents will be able to: module, students will be able to: Understand Sites and Same-SiteWork with the preconfigured service Understand and explain the components Requirementsmanagement reports. of contracts. Manage Business ClosuresBuild personal and system charts and Create and manage contract templates. Explain the Service Activity Schedulingdashboards to provide insight into important Create and manage contracts. Engineservice management information. Understand the role of contract lines and Working with Service Activities and theUse the Goal Management features to add contract lines to a contract. Service Calendarcreate and manage goals for service Associate contracts with cases and Close, Cancel, or Reschedule a Servicemanagement. understand the case resolution process ActivityLab : Schedule a Service by UsingService Scheduling Terminology when contracts are used. a Same-Site RequirementService Scheduling Process Customer Service Charts and Create a Service Activity based on aResources, Services and Selection Rules Dashboards Same-Site Requirement Service.AfterInclude Customer Preferences Customer Service Goals and MetricsLab completing this module, students will beUnderstand Sites and Same-Site : Goals and Goal Metrics able to:Requirements Modify a Goal Metric to Include Explain common scenarios where theManage Business Closures in-Progress CasesAfter completing this Scheduling Module can apply.Explain the Service Activity Scheduling module, students will be able to: Define the context of the basic elements ofEngine Work with the preconfigured service the Scheduling Module.Working with Service Activities and the management reports. Identify the important role and of theService Calendar Build personal and system charts and Service Activity Scheduling Engine andClose, Cancel, or Reschedule a Service dashboards to provide insight into Scheduling Process.ActivityLab : Schedule a Service by Using a important service management Show how to create and modify ServicesSame-Site Requirement information. and Selection Rules for the resources thatCreate a Service Activity based on a Use the Goal Management features to are required to perform a service activity.Same-Site Requirement Service.After create and manage goals for service Include customer preferences whencompleting this module, students will be able management. service activities are scheduled.to: Service Scheduling Terminology Describe how important sites are, and howExplain common scenarios where the Service Scheduling Process to associate resources to a site. AlsoScheduling Module can apply. Resources, Services and Selection Rules describe how to enforce same-siteDefine the context of the basic elements of Include Customer Preferences restrictions on a resource selection rule.the Scheduling Module. Understand Sites and Same-Site Configure resources and build selectionIdentify the important role and of the Service Requirements rules to perform capacity scheduling.Activity Scheduling Engine and Scheduling Manage Business Closures Describe how to create and manageProcess. Explain the Service Activity Scheduling service activities.Show how to create and modify Services Engineand Selection Rules for the resources that Working with Service Activities and theare required to perform a service activity. Service Calendar lineInclude customer preferences when service Close, Cancel, or Reschedule a Service Provide examples of customer scenariosactivities are scheduled. ActivityLab : Schedule a Service by Using where the Customer Service capabilities ofDescribe how important sites are, and how a Same-Site Requirement Microsoft Dynamics CRM can be applied.to associate resources to a site. Also Create a Service Activity based on a Understanding the Process Ribbon anddescribe how to enforce same-site Same-Site Requirement Service.After Menu Optionsrestrictions on a resource selection rule. completing this module, students will be Case Resolution, Canceling and DeletingConfigure resources and build selection able to: Assigning Case Recordsrules to perform capacity scheduling. Explain common scenarios where the Other Actions on Cases From Forms andDescribe how to create and manage service Scheduling Module can apply. Viewsactivities. Define the context of the basic elements Working with the Subject Tree

of the Scheduling Module. Working with the Case List and ViewsLab :Identify the important role and of the Case Resolution Processing

line Service Activity Scheduling Engine and Create a caseProvide examples of customer scenarios Scheduling Process. Associate a phone call with the casewhere the Customer Service capabilities of Show how to create and modify Services Resolve the caseAfter completing thisMicrosoft Dynamics CRM can be applied. and Selection Rules for the resources module, students will be able to:Understanding the Process Ribbon and that are required to perform a service Discuss the steps that are required toMenu Options activity. create a new case.Case Resolution, Canceling and Deleting Include customer preferences when Explain the case to resolution process andAssigning Case Records service activities are scheduled. how it can be used effectively.Other Actions on Cases From Forms and Describe how important sites are, and Examine the effect of the activities and the


Views how to associate resources to a site. Also procedures that are used for theWorking with the Subject Tree describe how to enforce same-site knowledge base.Working with the Case List and ViewsLab : restrictions on a resource selection rule. Creating, Approving and PublishingCase Resolution Processing Configure resources and build selection ArticlesCreate a case rules to perform capacity scheduling. Using and Searching the Knowledge BaseAssociate a phone call with the case Describe how to create and manage Cases and Knowledge Base ArticlesResolve the caseAfter completing this service activities. Sending Knowledge Base ArticlesLab :module, students will be able to: Managing Knowledge Base ArticlesDiscuss the steps that are required to create Create, Submit, and Publish a Knowledgea new case. line Base Article.After completing this module,Explain the case to resolution process and Provide examples of customer scenarios students will be able to:how it can be used effectively. where the Customer Service capabilities Create, activate, deactivate, and deleteExamine the effect of the activities and the of Microsoft Dynamics CRM can be Knowledge Base article templates.procedures that are used for the knowledge applied. Examine the complete process to create,base. Understanding the Process Ribbon and edit, and publish Knowledge Base articles.Creating, Approving and Publishing Articles Menu Options Search for Knowledge Base articlesUsing and Searching the Knowledge Base Case Resolution, Canceling and Deleting through the Workplace, Service Area, andCases and Knowledge Base Articles Assigning Case Records Advanced Find.Sending Knowledge Base ArticlesLab : Other Actions on Cases From Forms and Search Knowledge Base articles from aManaging Knowledge Base Articles Views case record.Create, Submit, and Publish a Knowledge Working with the Subject Tree Use Knowledge Base articles to helpBase Article.After completing this module, Working with the Case List and ViewsLab resolve cases.students will be able to: : Case Resolution Processing Create and maintain Queues and QueueCreate, activate, deactivate, and delete Create a case Items.Knowledge Base article templates. Associate a phone call with the case Work with Routing Queue items. ThisExamine the complete process to create, Resolve the caseAfter completing this includes Adding, Working on, andedit, and publish Knowledge Base articles. module, students will be able to: Releasing.Search for Knowledge Base articles through Discuss the steps that are required to Creating and Working with Contractsthe Workplace, Service Area, and Advanced create a new case. Using Contracts with CasesLab :Find. Explain the case to resolution process Resolving a Case with a ContractSearch Knowledge Base articles from a and how it can be used effectively. Create a Contract Templatecase record. Examine the effect of the activities and Create a Contract using a ContractUse Knowledge Base articles to help resolve the procedures that are used for the Templatecases. knowledge base. Open a case and associate a contractCreate and maintain Queues and Queue Creating, Approving and Publishing Create and Close an Appointment ActivityItems. Articles a With the CaseWork with Routing Queue items. This Using and Searching the Knowledge Resolve the CaseAfter completing thisincludes Adding, Working on, and Base module, students will be able to:Releasing. Cases and Knowledge Base Articles Understand and explain the components ofCreating and Working with Contracts Sending Knowledge Base ArticlesLab : contracts.Using Contracts with CasesLab : Resolving Managing Knowledge Base Articles Create and manage contract templates.a Case with a Contract Create, Submit, and Publish a Create and manage contracts.Create a Contract Template Knowledge Base Article.After completing Understand the role of contract lines andCreate a Contract using a Contract this module, students will be able to: add contract lines to a contract.Template Create, activate, deactivate, and delete Associate contracts with cases andOpen a case and associate a contract Knowledge Base article templates. understand the case resolution processCreate and Close an Appointment Activity a Examine the complete process to create, when contracts are used.With the Case edit, and publish Knowledge Base Customer Service Charts and DashboardsResolve the CaseAfter completing this articles. Customer Service Goals and MetricsLab :module, students will be able to: Search for Knowledge Base articles Goals and Goal MetricsUnderstand and explain the components of through the Workplace, Service Area, Modify a Goal Metric to Includecontracts. and Advanced Find. in-Progress CasesAfter completing thisCreate and manage contract templates. Search Knowledge Base articles from a module, students will be able to:Create and manage contracts. case record. Work with the preconfigured serviceUnderstand the role of contract lines and Use Knowledge Base articles to help management reports.add contract lines to a contract. resolve cases. Build personal and system charts andAssociate contracts with cases and Create and maintain Queues and Queue dashboards to provide insight intounderstand the case resolution process Items. important service managementwhen contracts are used. Work with Routing Queue items. This information.Customer Service Charts and Dashboards includes Adding, Working on, and Use the Goal Management features toCustomer Service Goals and MetricsLab : Releasing. create and manage goals for serviceGoals and Goal Metrics Creating and Working with Contracts management.Modify a Goal Metric to Include in-Progress Using Contracts with CasesLab : Service Scheduling TerminologyCasesAfter completing this module, Resolving a Case with a Contract Service Scheduling Processstudents will be able to: Create a Contract Template Resources, Services and Selection RulesWork with the preconfigured service Create a Contract using a Contract Include Customer Preferences


management reports. Template Understand Sites and Same-SiteBuild personal and system charts and Open a case and associate a contract Requirementsdashboards to provide insight into important Create and Close an Appointment Manage Business Closuresservice management information. Activity a With the Case Explain the Service Activity SchedulingUse the Goal Management features to Resolve the CaseAfter completing this Enginecreate and manage goals for service module, students will be able to: Working with Service Activities and themanagement. Understand and explain the components Service CalendarService Scheduling Terminology of contracts. Close, Cancel, or Reschedule a ServiceService Scheduling Process Create and manage contract templates. ActivityLab : Schedule a Service by UsingResources, Services and Selection Rules Create and manage contracts. a Same-Site RequirementInclude Customer Preferences Understand the role of contract lines and Create a Service Activity based on aUnderstand Sites and Same-Site add contract lines to a contract. Same-Site Requirement Service.AfterRequirements Associate contracts with cases and completing this module, students will beManage Business Closures understand the case resolution process able to:Explain the Service Activity Scheduling when contracts are used. Explain common scenarios where theEngine Customer Service Charts and Scheduling Module can apply.Working with Service Activities and the Dashboards Define the context of the basic elements ofService Calendar Customer Service Goals and MetricsLab the Scheduling Module.Close, Cancel, or Reschedule a Service : Goals and Goal Metrics Identify the important role and of theActivityLab : Schedule a Service by Using a Modify a Goal Metric to Include Service Activity Scheduling Engine andSame-Site Requirement in-Progress CasesAfter completing this Scheduling Process.Create a Service Activity based on a module, students will be able to: Show how to create and modify ServicesSame-Site Requirement Service.After Work with the preconfigured service and Selection Rules for the resources thatcompleting this module, students will be able management reports. are required to perform a service activity.to: Build personal and system charts and Include customer preferences whenExplain common scenarios where the dashboards to provide insight into service activities are scheduled.Scheduling Module can apply. important service management Describe how important sites are, and howDefine the context of the basic elements of information. to associate resources to a site. Alsothe Scheduling Module. Use the Goal Management features to describe how to enforce same-siteIdentify the important role and of the Service create and manage goals for service restrictions on a resource selection rule.Activity Scheduling Engine and Scheduling management. Configure resources and build selectionProcess. Service Scheduling Terminology rules to perform capacity scheduling.Show how to create and modify Services Service Scheduling Process Describe how to create and manageand Selection Rules for the resources that Resources, Services and Selection Rules service activities.are required to perform a service activity. Include Customer PreferencesInclude customer preferences when service Understand Sites and Same-Siteactivities are scheduled. Requirements lineDescribe how important sites are, and how Manage Business Closures Provide examples of customer scenariosto associate resources to a site. Also Explain the Service Activity Scheduling where the Customer Service capabilities ofdescribe how to enforce same-site Engine Microsoft Dynamics CRM can be applied.restrictions on a resource selection rule. Working with Service Activities and the Understanding the Process Ribbon andConfigure resources and build selection Service Calendar Menu Optionsrules to perform capacity scheduling. Close, Cancel, or Reschedule a Service Case Resolution, Canceling and DeletingDescribe how to create and manage service ActivityLab : Schedule a Service by Using Assigning Case Recordsactivities. a Same-Site Requirement Other Actions on Cases From Forms and

Create a Service Activity based on a ViewsSame-Site Requirement Service.After Working with the Subject Tree

line completing this module, students will be Working with the Case List and ViewsLab :Provide examples of customer scenarios able to: Case Resolution Processingwhere the Customer Service capabilities of Explain common scenarios where the Create a caseMicrosoft Dynamics CRM can be applied. Scheduling Module can apply. Associate a phone call with the caseUnderstanding the Process Ribbon and Define the context of the basic elements Resolve the caseAfter completing thisMenu Options of the Scheduling Module. module, students will be able to:Case Resolution, Canceling and Deleting Identify the important role and of the Discuss the steps that are required toAssigning Case Records Service Activity Scheduling Engine and create a new case.Other Actions on Cases From Forms and Scheduling Process. Explain the case to resolution process andViews Show how to create and modify Services how it can be used effectively.Working with the Subject Tree and Selection Rules for the resources Examine the effect of the activities and theWorking with the Case List and ViewsLab : that are required to perform a service procedures that are used for theCase Resolution Processing activity. knowledge base.Create a case Include customer preferences when Creating, Approving and PublishingAssociate a phone call with the case service activities are scheduled. ArticlesResolve the caseAfter completing this Describe how important sites are, and Using and Searching the Knowledge Basemodule, students will be able to: how to associate resources to a site. Also Cases and Knowledge Base ArticlesDiscuss the steps that are required to create describe how to enforce same-site Sending Knowledge Base ArticlesLab :a new case. restrictions on a resource selection rule. Managing Knowledge Base Articles


Explain the case to resolution process and Configure resources and build selection Create, Submit, and Publish a Knowledgehow it can be used effectively. rules to perform capacity scheduling. Base Article.After completing this module,Examine the effect of the activities and the Describe how to create and manage students will be able to:procedures that are used for the knowledge service activities. Create, activate, deactivate, and deletebase. Knowledge Base article templates.Creating, Approving and Publishing Articles Module 5: Contracts Examine the complete process to create,Using and Searching the Knowledge Base line edit, and publish Knowledge Base articles.Cases and Knowledge Base Articles Search for Knowledge Base articlesSending Knowledge Base ArticlesLab : Microsoft Dynamics CRM provides many through the Workplace, Service Area, andManaging Knowledge Base Articles features that organizations can use to Advanced Find.Create, Submit, and Publish a Knowledge manage the services they provide to Search Knowledge Base articles from aBase Article.After completing this module, customers. This module describes how case record.students will be able to: contracts can be used together with other Use Knowledge Base articles to helpCreate, activate, deactivate, and delete record types in Microsoft Dynamics CRM to resolve cases.Knowledge Base article templates. help service and manage functions. Create and maintain Queues and QueueExamine the complete process to create, line Items.edit, and publish Knowledge Base articles. Contracts and Contract Templates Work with Routing Queue items. ThisSearch for Knowledge Base articles through includes Adding, Working on, andthe Workplace, Service Area, and Advanced Releasing.Find. line Creating and Working with ContractsSearch Knowledge Base articles from a Provide examples of customer scenarios Using Contracts with CasesLab :case record. where the Customer Service capabilities Resolving a Case with a ContractUse Knowledge Base articles to help resolve of Microsoft Dynamics CRM can be Create a Contract Templatecases. applied. Create a Contract using a ContractCreate and maintain Queues and Queue Understanding the Process Ribbon and TemplateItems. Menu Options Open a case and associate a contractWork with Routing Queue items. This Case Resolution, Canceling and Deleting Create and Close an Appointment Activityincludes Adding, Working on, and Assigning Case Records a With the CaseReleasing. Other Actions on Cases From Forms and Resolve the CaseAfter completing thisCreating and Working with Contracts Views module, students will be able to:Using Contracts with CasesLab : Resolving Working with the Subject Tree Understand and explain the components ofa Case with a Contract Working with the Case List and ViewsLab contracts.Create a Contract Template : Case Resolution Processing Create and manage contract templates.Create a Contract using a Contract Create a case Create and manage contracts.Template Associate a phone call with the case Understand the role of contract lines andOpen a case and associate a contract Resolve the caseAfter completing this add contract lines to a contract.Create and Close an Appointment Activity a module, students will be able to: Associate contracts with cases andWith the Case Discuss the steps that are required to understand the case resolution processResolve the CaseAfter completing this create a new case. when contracts are used.module, students will be able to: Explain the case to resolution process Customer Service Charts and DashboardsUnderstand and explain the components of and how it can be used effectively. Customer Service Goals and MetricsLab :contracts. Examine the effect of the activities and Goals and Goal MetricsCreate and manage contract templates. the procedures that are used for the Modify a Goal Metric to IncludeCreate and manage contracts. knowledge base. in-Progress CasesAfter completing thisUnderstand the role of contract lines and Creating, Approving and Publishing module, students will be able to:add contract lines to a contract. Articles Work with the preconfigured serviceAssociate contracts with cases and Using and Searching the Knowledge management reports.understand the case resolution process Base Build personal and system charts andwhen contracts are used. Cases and Knowledge Base Articles dashboards to provide insight intoCustomer Service Charts and Dashboards Sending Knowledge Base ArticlesLab : important service managementCustomer Service Goals and MetricsLab : Managing Knowledge Base Articles information.Goals and Goal Metrics Create, Submit, and Publish a Use the Goal Management features toModify a Goal Metric to Include in-Progress Knowledge Base Article.After completing create and manage goals for serviceCasesAfter completing this module, this module, students will be able to: management.students will be able to: Create, activate, deactivate, and delete Service Scheduling TerminologyWork with the preconfigured service Knowledge Base article templates. Service Scheduling Processmanagement reports. Examine the complete process to create, Resources, Services and Selection RulesBuild personal and system charts and edit, and publish Knowledge Base Include Customer Preferencesdashboards to provide insight into important articles. Understand Sites and Same-Siteservice management information. Search for Knowledge Base articles RequirementsUse the Goal Management features to through the Workplace, Service Area, Manage Business Closurescreate and manage goals for service and Advanced Find. Explain the Service Activity Schedulingmanagement. Search Knowledge Base articles from a EngineService Scheduling Terminology case record. Working with Service Activities and theService Scheduling Process Use Knowledge Base articles to help Service CalendarResources, Services and Selection Rules resolve cases. Close, Cancel, or Reschedule a Service


Include Customer Preferences Create and maintain Queues and Queue ActivityLab : Schedule a Service by UsingUnderstand Sites and Same-Site Items. a Same-Site RequirementRequirements Work with Routing Queue items. This Create a Service Activity based on aManage Business Closures includes Adding, Working on, and Same-Site Requirement Service.AfterExplain the Service Activity Scheduling Releasing. completing this module, students will beEngine Creating and Working with Contracts able to:Working with Service Activities and the Using Contracts with CasesLab : Explain common scenarios where theService Calendar Resolving a Case with a Contract Scheduling Module can apply.Close, Cancel, or Reschedule a Service Create a Contract Template Define the context of the basic elements ofActivityLab : Schedule a Service by Using a Create a Contract using a Contract the Scheduling Module.Same-Site Requirement Template Identify the important role and of theCreate a Service Activity based on a Open a case and associate a contract Service Activity Scheduling Engine andSame-Site Requirement Service.After Create and Close an Appointment Scheduling Process.completing this module, students will be able Activity a With the Case Show how to create and modify Servicesto: Resolve the CaseAfter completing this and Selection Rules for the resources thatExplain common scenarios where the module, students will be able to: are required to perform a service activity.Scheduling Module can apply. Understand and explain the components Include customer preferences whenDefine the context of the basic elements of of contracts. service activities are scheduled.the Scheduling Module. Create and manage contract templates. Describe how important sites are, and howIdentify the important role and of the Service Create and manage contracts. to associate resources to a site. AlsoActivity Scheduling Engine and Scheduling Understand the role of contract lines and describe how to enforce same-siteProcess. add contract lines to a contract. restrictions on a resource selection rule.Show how to create and modify Services Associate contracts with cases and Configure resources and build selectionand Selection Rules for the resources that understand the case resolution process rules to perform capacity scheduling.are required to perform a service activity. when contracts are used. Describe how to create and manageInclude customer preferences when service Customer Service Charts and service activities.activities are scheduled. DashboardsDescribe how important sites are, and how Customer Service Goals and MetricsLabto associate resources to a site. Also : Goals and Goal Metrics linedescribe how to enforce same-site Modify a Goal Metric to Include Provide examples of customer scenariosrestrictions on a resource selection rule. in-Progress CasesAfter completing this where the Customer Service capabilities ofConfigure resources and build selection module, students will be able to: Microsoft Dynamics CRM can be applied.rules to perform capacity scheduling. Work with the preconfigured service Understanding the Process Ribbon andDescribe how to create and manage service management reports. Menu Optionsactivities. Build personal and system charts and Case Resolution, Canceling and Deleting

dashboards to provide insight into Assigning Case Recordsimportant service management Other Actions on Cases From Forms and

line information. ViewsProvide examples of customer scenarios Use the Goal Management features to Working with the Subject Treewhere the Customer Service capabilities of create and manage goals for service Working with the Case List and ViewsLab :Microsoft Dynamics CRM can be applied. management. Case Resolution ProcessingUnderstanding the Process Ribbon and Service Scheduling Terminology Create a caseMenu Options Service Scheduling Process Associate a phone call with the caseCase Resolution, Canceling and Deleting Resources, Services and Selection Rules Resolve the caseAfter completing thisAssigning Case Records Include Customer Preferences module, students will be able to:Other Actions on Cases From Forms and Understand Sites and Same-Site Discuss the steps that are required toViews Requirements create a new case.Working with the Subject Tree Manage Business Closures Explain the case to resolution process andWorking with the Case List and ViewsLab : Explain the Service Activity Scheduling how it can be used effectively.Case Resolution Processing Engine Examine the effect of the activities and theCreate a case Working with Service Activities and the procedures that are used for theAssociate a phone call with the case Service Calendar knowledge base.Resolve the caseAfter completing this Close, Cancel, or Reschedule a Service Creating, Approving and Publishingmodule, students will be able to: ActivityLab : Schedule a Service by Using ArticlesDiscuss the steps that are required to create a Same-Site Requirement Using and Searching the Knowledge Basea new case. Create a Service Activity based on a Cases and Knowledge Base ArticlesExplain the case to resolution process and Same-Site Requirement Service.After Sending Knowledge Base ArticlesLab :how it can be used effectively. completing this module, students will be Managing Knowledge Base ArticlesExamine the effect of the activities and the able to: Create, Submit, and Publish a Knowledgeprocedures that are used for the knowledge Explain common scenarios where the Base Article.After completing this module,base. Scheduling Module can apply. students will be able to:Creating, Approving and Publishing Articles Define the context of the basic elements Create, activate, deactivate, and deleteUsing and Searching the Knowledge Base of the Scheduling Module. Knowledge Base article templates.Cases and Knowledge Base Articles Identify the important role and of the Examine the complete process to create,Sending Knowledge Base ArticlesLab : Service Activity Scheduling Engine and edit, and publish Knowledge Base articles.Managing Knowledge Base Articles Scheduling Process. Search for Knowledge Base articles


Create, Submit, and Publish a Knowledge Show how to create and modify Services through the Workplace, Service Area, andBase Article.After completing this module, and Selection Rules for the resources Advanced Find.students will be able to: that are required to perform a service Search Knowledge Base articles from aCreate, activate, deactivate, and delete activity. case record.Knowledge Base article templates. Include customer preferences when Use Knowledge Base articles to helpExamine the complete process to create, service activities are scheduled. resolve cases.edit, and publish Knowledge Base articles. Describe how important sites are, and Create and maintain Queues and QueueSearch for Knowledge Base articles through how to associate resources to a site. Also Items.the Workplace, Service Area, and Advanced describe how to enforce same-site Work with Routing Queue items. ThisFind. restrictions on a resource selection rule. includes Adding, Working on, andSearch Knowledge Base articles from a Configure resources and build selection Releasing.case record. rules to perform capacity scheduling. Creating and Working with ContractsUse Knowledge Base articles to help resolve Describe how to create and manage Using Contracts with CasesLab :cases. service activities. Resolving a Case with a ContractCreate and maintain Queues and Queue Create a Contract TemplateItems. Create a Contract using a ContractWork with Routing Queue items. This line Templateincludes Adding, Working on, and Provide examples of customer scenarios Open a case and associate a contractReleasing. where the Customer Service capabilities Create and Close an Appointment ActivityCreating and Working with Contracts of Microsoft Dynamics CRM can be a With the CaseUsing Contracts with CasesLab : Resolving applied. Resolve the CaseAfter completing thisa Case with a Contract Understanding the Process Ribbon and module, students will be able to:Create a Contract Template Menu Options Understand and explain the components ofCreate a Contract using a Contract Case Resolution, Canceling and Deleting contracts.Template Assigning Case Records Create and manage contract templates.Open a case and associate a contract Other Actions on Cases From Forms and Create and manage contracts.Create and Close an Appointment Activity a Views Understand the role of contract lines andWith the Case Working with the Subject Tree add contract lines to a contract.Resolve the CaseAfter completing this Working with the Case List and ViewsLab Associate contracts with cases andmodule, students will be able to: : Case Resolution Processing understand the case resolution processUnderstand and explain the components of Create a case when contracts are used.contracts. Associate a phone call with the case Customer Service Charts and DashboardsCreate and manage contract templates. Resolve the caseAfter completing this Customer Service Goals and MetricsLab :Create and manage contracts. module, students will be able to: Goals and Goal MetricsUnderstand the role of contract lines and Discuss the steps that are required to Modify a Goal Metric to Includeadd contract lines to a contract. create a new case. in-Progress CasesAfter completing thisAssociate contracts with cases and Explain the case to resolution process module, students will be able to:understand the case resolution process and how it can be used effectively. Work with the preconfigured servicewhen contracts are used. Examine the effect of the activities and management reports.Customer Service Charts and Dashboards the procedures that are used for the Build personal and system charts andCustomer Service Goals and MetricsLab : knowledge base. dashboards to provide insight intoGoals and Goal Metrics Creating, Approving and Publishing important service managementModify a Goal Metric to Include in-Progress Articles information.CasesAfter completing this module, Using and Searching the Knowledge Use the Goal Management features tostudents will be able to: Base create and manage goals for serviceWork with the preconfigured service Cases and Knowledge Base Articles management.management reports. Sending Knowledge Base ArticlesLab : Service Scheduling TerminologyBuild personal and system charts and Managing Knowledge Base Articles Service Scheduling Processdashboards to provide insight into important Create, Submit, and Publish a Resources, Services and Selection Rulesservice management information. Knowledge Base Article.After completing Include Customer PreferencesUse the Goal Management features to this module, students will be able to: Understand Sites and Same-Sitecreate and manage goals for service Create, activate, deactivate, and delete Requirementsmanagement. Knowledge Base article templates. Manage Business ClosuresService Scheduling Terminology Examine the complete process to create, Explain the Service Activity SchedulingService Scheduling Process edit, and publish Knowledge Base EngineResources, Services and Selection Rules articles. Working with Service Activities and theInclude Customer Preferences Search for Knowledge Base articles Service CalendarUnderstand Sites and Same-Site through the Workplace, Service Area, Close, Cancel, or Reschedule a ServiceRequirements and Advanced Find. ActivityLab : Schedule a Service by UsingManage Business Closures Search Knowledge Base articles from a a Same-Site RequirementExplain the Service Activity Scheduling case record. Create a Service Activity based on aEngine Use Knowledge Base articles to help Same-Site Requirement Service.AfterWorking with Service Activities and the resolve cases. completing this module, students will beService Calendar Create and maintain Queues and Queue able to:Close, Cancel, or Reschedule a Service Items. Explain common scenarios where theActivityLab : Schedule a Service by Using a Work with Routing Queue items. This Scheduling Module can apply.


Same-Site Requirement includes Adding, Working on, and Define the context of the basic elements ofCreate a Service Activity based on a Releasing. the Scheduling Module.Same-Site Requirement Service.After Creating and Working with Contracts Identify the important role and of thecompleting this module, students will be able Using Contracts with CasesLab : Service Activity Scheduling Engine andto: Resolving a Case with a Contract Scheduling Process.Explain common scenarios where the Create a Contract Template Show how to create and modify ServicesScheduling Module can apply. Create a Contract using a Contract and Selection Rules for the resources thatDefine the context of the basic elements of Template are required to perform a service activity.the Scheduling Module. Open a case and associate a contract Include customer preferences whenIdentify the important role and of the Service Create and Close an Appointment service activities are scheduled.Activity Scheduling Engine and Scheduling Activity a With the Case Describe how important sites are, and howProcess. Resolve the CaseAfter completing this to associate resources to a site. AlsoShow how to create and modify Services module, students will be able to: describe how to enforce same-siteand Selection Rules for the resources that Understand and explain the components restrictions on a resource selection rule.are required to perform a service activity. of contracts. Configure resources and build selectionInclude customer preferences when service Create and manage contract templates. rules to perform capacity scheduling.activities are scheduled. Create and manage contracts. Describe how to create and manageDescribe how important sites are, and how Understand the role of contract lines and service activities.to associate resources to a site. Also add contract lines to a contract.describe how to enforce same-site Associate contracts with cases andrestrictions on a resource selection rule. understand the case resolution process lineConfigure resources and build selection when contracts are used. Provide examples of customer scenariosrules to perform capacity scheduling. Customer Service Charts and where the Customer Service capabilities ofDescribe how to create and manage service Dashboards Microsoft Dynamics CRM can be applied.activities. Customer Service Goals and MetricsLab Understanding the Process Ribbon and

: Goals and Goal Metrics Menu OptionsModify a Goal Metric to Include Case Resolution, Canceling and Deleting

line in-Progress CasesAfter completing this Assigning Case RecordsProvide examples of customer scenarios module, students will be able to: Other Actions on Cases From Forms andwhere the Customer Service capabilities of Work with the preconfigured service ViewsMicrosoft Dynamics CRM can be applied. management reports. Working with the Subject TreeUnderstanding the Process Ribbon and Build personal and system charts and Working with the Case List and ViewsLab :Menu Options dashboards to provide insight into Case Resolution ProcessingCase Resolution, Canceling and Deleting important service management Create a caseAssigning Case Records information. Associate a phone call with the caseOther Actions on Cases From Forms and Use the Goal Management features to Resolve the caseAfter completing thisViews create and manage goals for service module, students will be able to:Working with the Subject Tree management. Discuss the steps that are required toWorking with the Case List and ViewsLab : Service Scheduling Terminology create a new case.Case Resolution Processing Service Scheduling Process Explain the case to resolution process andCreate a case Resources, Services and Selection Rules how it can be used effectively.Associate a phone call with the case Include Customer Preferences Examine the effect of the activities and theResolve the caseAfter completing this Understand Sites and Same-Site procedures that are used for themodule, students will be able to: Requirements knowledge base.Discuss the steps that are required to create Manage Business Closures Creating, Approving and Publishinga new case. Explain the Service Activity Scheduling ArticlesExplain the case to resolution process and Engine Using and Searching the Knowledge Basehow it can be used effectively. Working with Service Activities and the Cases and Knowledge Base ArticlesExamine the effect of the activities and the Service Calendar Sending Knowledge Base ArticlesLab :procedures that are used for the knowledge Close, Cancel, or Reschedule a Service Managing Knowledge Base Articlesbase. ActivityLab : Schedule a Service by Using Create, Submit, and Publish a KnowledgeCreating, Approving and Publishing Articles a Same-Site Requirement Base Article.After completing this module,Using and Searching the Knowledge Base Create a Service Activity based on a students will be able to:Cases and Knowledge Base Articles Same-Site Requirement Service.After Create, activate, deactivate, and deleteSending Knowledge Base ArticlesLab : completing this module, students will be Knowledge Base article templates.Managing Knowledge Base Articles able to: Examine the complete process to create,Create, Submit, and Publish a Knowledge Explain common scenarios where the edit, and publish Knowledge Base articles.Base Article.After completing this module, Scheduling Module can apply. Search for Knowledge Base articlesstudents will be able to: Define the context of the basic elements through the Workplace, Service Area, andCreate, activate, deactivate, and delete of the Scheduling Module. Advanced Find.Knowledge Base article templates. Identify the important role and of the Search Knowledge Base articles from aExamine the complete process to create, Service Activity Scheduling Engine and case record.edit, and publish Knowledge Base articles. Scheduling Process. Use Knowledge Base articles to helpSearch for Knowledge Base articles through Show how to create and modify Services resolve cases.the Workplace, Service Area, and Advanced and Selection Rules for the resources Create and maintain Queues and QueueFind. that are required to perform a service Items.


Search Knowledge Base articles from a activity. Work with Routing Queue items. Thiscase record. Include customer preferences when includes Adding, Working on, andUse Knowledge Base articles to help resolve service activities are scheduled. Releasing.cases. Describe how important sites are, and Creating and Working with ContractsCreate and maintain Queues and Queue how to associate resources to a site. Also Using Contracts with CasesLab :Items. describe how to enforce same-site Resolving a Case with a ContractWork with Routing Queue items. This restrictions on a resource selection rule. Create a Contract Templateincludes Adding, Working on, and Configure resources and build selection Create a Contract using a ContractReleasing. rules to perform capacity scheduling. TemplateCreating and Working with Contracts Describe how to create and manage Open a case and associate a contractUsing Contracts with CasesLab : Resolving service activities. Create and Close an Appointment Activitya Case with a Contract a With the CaseCreate a Contract Template Resolve the CaseAfter completing thisCreate a Contract using a Contract line module, students will be able to:Template Provide examples of customer scenarios Understand and explain the components ofOpen a case and associate a contract where the Customer Service capabilities contracts.Create and Close an Appointment Activity a of Microsoft Dynamics CRM can be Create and manage contract templates.With the Case applied. Create and manage contracts.Resolve the CaseAfter completing this Understanding the Process Ribbon and Understand the role of contract lines andmodule, students will be able to: Menu Options add contract lines to a contract.Understand and explain the components of Case Resolution, Canceling and Deleting Associate contracts with cases andcontracts. Assigning Case Records understand the case resolution processCreate and manage contract templates. Other Actions on Cases From Forms and when contracts are used.Create and manage contracts. Views Customer Service Charts and DashboardsUnderstand the role of contract lines and Working with the Subject Tree Customer Service Goals and MetricsLab :add contract lines to a contract. Working with the Case List and ViewsLab Goals and Goal MetricsAssociate contracts with cases and : Case Resolution Processing Modify a Goal Metric to Includeunderstand the case resolution process Create a case in-Progress CasesAfter completing thiswhen contracts are used. Associate a phone call with the case module, students will be able to:Customer Service Charts and Dashboards Resolve the caseAfter completing this Work with the preconfigured serviceCustomer Service Goals and MetricsLab : module, students will be able to: management reports.Goals and Goal Metrics Discuss the steps that are required to Build personal and system charts andModify a Goal Metric to Include in-Progress create a new case. dashboards to provide insight intoCasesAfter completing this module, Explain the case to resolution process important service managementstudents will be able to: and how it can be used effectively. information.Work with the preconfigured service Examine the effect of the activities and Use the Goal Management features tomanagement reports. the procedures that are used for the create and manage goals for serviceBuild personal and system charts and knowledge base. management.dashboards to provide insight into important Creating, Approving and Publishing Service Scheduling Terminologyservice management information. Articles Service Scheduling ProcessUse the Goal Management features to Using and Searching the Knowledge Resources, Services and Selection Rulescreate and manage goals for service Base Include Customer Preferencesmanagement. Cases and Knowledge Base Articles Understand Sites and Same-SiteService Scheduling Terminology Sending Knowledge Base ArticlesLab : RequirementsService Scheduling Process Managing Knowledge Base Articles Manage Business ClosuresResources, Services and Selection Rules Create, Submit, and Publish a Explain the Service Activity SchedulingInclude Customer Preferences Knowledge Base Article.After completing EngineUnderstand Sites and Same-Site this module, students will be able to: Working with Service Activities and theRequirements Create, activate, deactivate, and delete Service CalendarManage Business Closures Knowledge Base article templates. Close, Cancel, or Reschedule a ServiceExplain the Service Activity Scheduling Examine the complete process to create, ActivityLab : Schedule a Service by UsingEngine edit, and publish Knowledge Base a Same-Site RequirementWorking with Service Activities and the articles. Create a Service Activity based on aService Calendar Search for Knowledge Base articles Same-Site Requirement Service.AfterClose, Cancel, or Reschedule a Service through the Workplace, Service Area, completing this module, students will beActivityLab : Schedule a Service by Using a and Advanced Find. able to:Same-Site Requirement Search Knowledge Base articles from a Explain common scenarios where theCreate a Service Activity based on a case record. Scheduling Module can apply.Same-Site Requirement Service.After Use Knowledge Base articles to help Define the context of the basic elements ofcompleting this module, students will be able resolve cases. the Scheduling Module.to: Create and maintain Queues and Queue Identify the important role and of theExplain common scenarios where the Items. Service Activity Scheduling Engine andScheduling Module can apply. Work with Routing Queue items. This Scheduling Process.Define the context of the basic elements of includes Adding, Working on, and Show how to create and modify Servicesthe Scheduling Module. Releasing. and Selection Rules for the resources thatIdentify the important role and of the Service Creating and Working with Contracts are required to perform a service activity.


Activity Scheduling Engine and Scheduling Using Contracts with CasesLab : Include customer preferences whenProcess. Resolving a Case with a Contract service activities are scheduled.Show how to create and modify Services Create a Contract Template Describe how important sites are, and howand Selection Rules for the resources that Create a Contract using a Contract to associate resources to a site. Alsoare required to perform a service activity. Template describe how to enforce same-siteInclude customer preferences when service Open a case and associate a contract restrictions on a resource selection rule.activities are scheduled. Create and Close an Appointment Configure resources and build selectionDescribe how important sites are, and how Activity a With the Case rules to perform capacity scheduling.to associate resources to a site. Also Resolve the CaseAfter completing this Describe how to create and managedescribe how to enforce same-site module, students will be able to: service activities.restrictions on a resource selection rule. Understand and explain the componentsConfigure resources and build selection of contracts.rules to perform capacity scheduling. Create and manage contract templates. lineDescribe how to create and manage service Create and manage contracts. Provide examples of customer scenariosactivities. Understand the role of contract lines and where the Customer Service capabilities of

add contract lines to a contract. Microsoft Dynamics CRM can be applied.Associate contracts with cases and Understanding the Process Ribbon and

line understand the case resolution process Menu OptionsProvide examples of customer scenarios when contracts are used. Case Resolution, Canceling and Deletingwhere the Customer Service capabilities of Customer Service Charts and Assigning Case RecordsMicrosoft Dynamics CRM can be applied. Dashboards Other Actions on Cases From Forms andUnderstanding the Process Ribbon and Customer Service Goals and MetricsLab ViewsMenu Options : Goals and Goal Metrics Working with the Subject TreeCase Resolution, Canceling and Deleting Modify a Goal Metric to Include Working with the Case List and ViewsLab :Assigning Case Records in-Progress CasesAfter completing this Case Resolution ProcessingOther Actions on Cases From Forms and module, students will be able to: Create a caseViews Work with the preconfigured service Associate a phone call with the caseWorking with the Subject Tree management reports. Resolve the caseAfter completing thisWorking with the Case List and ViewsLab : Build personal and system charts and module, students will be able to:Case Resolution Processing dashboards to provide insight into Discuss the steps that are required toCreate a case important service management create a new case.Associate a phone call with the case information. Explain the case to resolution process andResolve the caseAfter completing this Use the Goal Management features to how it can be used effectively.module, students will be able to: create and manage goals for service Examine the effect of the activities and theDiscuss the steps that are required to create management. procedures that are used for thea new case. Service Scheduling Terminology knowledge base.Explain the case to resolution process and Service Scheduling Process Creating, Approving and Publishinghow it can be used effectively. Resources, Services and Selection Rules ArticlesExamine the effect of the activities and the Include Customer Preferences Using and Searching the Knowledge Baseprocedures that are used for the knowledge Understand Sites and Same-Site Cases and Knowledge Base Articlesbase. Requirements Sending Knowledge Base ArticlesLab :Creating, Approving and Publishing Articles Manage Business Closures Managing Knowledge Base ArticlesUsing and Searching the Knowledge Base Explain the Service Activity Scheduling Create, Submit, and Publish a KnowledgeCases and Knowledge Base Articles Engine Base Article.After completing this module,Sending Knowledge Base ArticlesLab : Working with Service Activities and the students will be able to:Managing Knowledge Base Articles Service Calendar Create, activate, deactivate, and deleteCreate, Submit, and Publish a Knowledge Close, Cancel, or Reschedule a Service Knowledge Base article templates.Base Article.After completing this module, ActivityLab : Schedule a Service by Using Examine the complete process to create,students will be able to: a Same-Site Requirement edit, and publish Knowledge Base articles.Create, activate, deactivate, and delete Create a Service Activity based on a Search for Knowledge Base articlesKnowledge Base article templates. Same-Site Requirement Service.After through the Workplace, Service Area, andExamine the complete process to create, completing this module, students will be Advanced Find.edit, and publish Knowledge Base articles. able to: Search Knowledge Base articles from aSearch for Knowledge Base articles through Explain common scenarios where the case record.the Workplace, Service Area, and Advanced Scheduling Module can apply. Use Knowledge Base articles to helpFind. Define the context of the basic elements resolve cases.Search Knowledge Base articles from a of the Scheduling Module. Create and maintain Queues and Queuecase record. Identify the important role and of the Items.Use Knowledge Base articles to help resolve Service Activity Scheduling Engine and Work with Routing Queue items. Thiscases. Scheduling Process. includes Adding, Working on, andCreate and maintain Queues and Queue Show how to create and modify Services Releasing.Items. and Selection Rules for the resources Creating and Working with ContractsWork with Routing Queue items. This that are required to perform a service Using Contracts with CasesLab :includes Adding, Working on, and activity. Resolving a Case with a ContractReleasing. Include customer preferences when Create a Contract TemplateCreating and Working with Contracts service activities are scheduled. Create a Contract using a Contract


Using Contracts with CasesLab : Resolving Describe how important sites are, and Templatea Case with a Contract how to associate resources to a site. Also Open a case and associate a contractCreate a Contract Template describe how to enforce same-site Create and Close an Appointment ActivityCreate a Contract using a Contract restrictions on a resource selection rule. a With the CaseTemplate Configure resources and build selection Resolve the CaseAfter completing thisOpen a case and associate a contract rules to perform capacity scheduling. module, students will be able to:Create and Close an Appointment Activity a Describe how to create and manage Understand and explain the components ofWith the Case service activities. contracts.Resolve the CaseAfter completing this Create and manage contract templates.module, students will be able to: Create and manage contracts.Understand and explain the components of line Understand the role of contract lines andcontracts. Provide examples of customer scenarios add contract lines to a contract.Create and manage contract templates. where the Customer Service capabilities Associate contracts with cases andCreate and manage contracts. of Microsoft Dynamics CRM can be understand the case resolution processUnderstand the role of contract lines and applied. when contracts are used.add contract lines to a contract. Understanding the Process Ribbon and Customer Service Charts and DashboardsAssociate contracts with cases and Menu Options Customer Service Goals and MetricsLab :understand the case resolution process Case Resolution, Canceling and Deleting Goals and Goal Metricswhen contracts are used. Assigning Case Records Modify a Goal Metric to IncludeCustomer Service Charts and Dashboards Other Actions on Cases From Forms and in-Progress CasesAfter completing thisCustomer Service Goals and MetricsLab : Views module, students will be able to:Goals and Goal Metrics Working with the Subject Tree Work with the preconfigured serviceModify a Goal Metric to Include in-Progress Working with the Case List and ViewsLab management reports.CasesAfter completing this module, : Case Resolution Processing Build personal and system charts andstudents will be able to: Create a case dashboards to provide insight intoWork with the preconfigured service Associate a phone call with the case important service managementmanagement reports. Resolve the caseAfter completing this information.Build personal and system charts and module, students will be able to: Use the Goal Management features todashboards to provide insight into important Discuss the steps that are required to create and manage goals for serviceservice management information. create a new case. management.Use the Goal Management features to Explain the case to resolution process Service Scheduling Terminologycreate and manage goals for service and how it can be used effectively. Service Scheduling Processmanagement. Examine the effect of the activities and Resources, Services and Selection RulesService Scheduling Terminology the procedures that are used for the Include Customer PreferencesService Scheduling Process knowledge base. Understand Sites and Same-SiteResources, Services and Selection Rules Creating, Approving and Publishing RequirementsInclude Customer Preferences Articles Manage Business ClosuresUnderstand Sites and Same-Site Using and Searching the Knowledge Explain the Service Activity SchedulingRequirements Base EngineManage Business Closures Cases and Knowledge Base Articles Working with Service Activities and theExplain the Service Activity Scheduling Sending Knowledge Base ArticlesLab : Service CalendarEngine Managing Knowledge Base Articles Close, Cancel, or Reschedule a ServiceWorking with Service Activities and the Create, Submit, and Publish a ActivityLab : Schedule a Service by UsingService Calendar Knowledge Base Article.After completing a Same-Site RequirementClose, Cancel, or Reschedule a Service this module, students will be able to: Create a Service Activity based on aActivityLab : Schedule a Service by Using a Create, activate, deactivate, and delete Same-Site Requirement Service.AfterSame-Site Requirement Knowledge Base article templates. completing this module, students will beCreate a Service Activity based on a Examine the complete process to create, able to:Same-Site Requirement Service.After edit, and publish Knowledge Base Explain common scenarios where thecompleting this module, students will be able articles. Scheduling Module can apply.to: Search for Knowledge Base articles Define the context of the basic elements ofExplain common scenarios where the through the Workplace, Service Area, the Scheduling Module.Scheduling Module can apply. and Advanced Find. Identify the important role and of theDefine the context of the basic elements of Search Knowledge Base articles from a Service Activity Scheduling Engine andthe Scheduling Module. case record. Scheduling Process.Identify the important role and of the Service Use Knowledge Base articles to help Show how to create and modify ServicesActivity Scheduling Engine and Scheduling resolve cases. and Selection Rules for the resources thatProcess. Create and maintain Queues and Queue are required to perform a service activity.Show how to create and modify Services Items. Include customer preferences whenand Selection Rules for the resources that Work with Routing Queue items. This service activities are scheduled.are required to perform a service activity. includes Adding, Working on, and Describe how important sites are, and howInclude customer preferences when service Releasing. to associate resources to a site. Alsoactivities are scheduled. Creating and Working with Contracts describe how to enforce same-siteDescribe how important sites are, and how Using Contracts with CasesLab : restrictions on a resource selection rule.to associate resources to a site. Also Resolving a Case with a Contract Configure resources and build selectiondescribe how to enforce same-site Create a Contract Template rules to perform capacity scheduling.


restrictions on a resource selection rule. Create a Contract using a Contract Describe how to create and manageConfigure resources and build selection Template service activities.rules to perform capacity scheduling. Open a case and associate a contractDescribe how to create and manage service Create and Close an Appointmentactivities. Activity a With the Case line

Resolve the CaseAfter completing this Provide examples of customer scenariosmodule, students will be able to: where the Customer Service capabilities of

line Understand and explain the components Microsoft Dynamics CRM can be applied.Provide examples of customer scenarios of contracts. Understanding the Process Ribbon andwhere the Customer Service capabilities of Create and manage contract templates. Menu OptionsMicrosoft Dynamics CRM can be applied. Create and manage contracts. Case Resolution, Canceling and DeletingUnderstanding the Process Ribbon and Understand the role of contract lines and Assigning Case RecordsMenu Options add contract lines to a contract. Other Actions on Cases From Forms andCase Resolution, Canceling and Deleting Associate contracts with cases and ViewsAssigning Case Records understand the case resolution process Working with the Subject TreeOther Actions on Cases From Forms and when contracts are used. Working with the Case List and ViewsLab :Views Customer Service Charts and Case Resolution ProcessingWorking with the Subject Tree Dashboards Create a caseWorking with the Case List and ViewsLab : Customer Service Goals and MetricsLab Associate a phone call with the caseCase Resolution Processing : Goals and Goal Metrics Resolve the caseAfter completing thisCreate a case Modify a Goal Metric to Include module, students will be able to:Associate a phone call with the case in-Progress CasesAfter completing this Discuss the steps that are required toResolve the caseAfter completing this module, students will be able to: create a new case.module, students will be able to: Work with the preconfigured service Explain the case to resolution process andDiscuss the steps that are required to create management reports. how it can be used effectively.a new case. Build personal and system charts and Examine the effect of the activities and theExplain the case to resolution process and dashboards to provide insight into procedures that are used for thehow it can be used effectively. important service management knowledge base.Examine the effect of the activities and the information. Creating, Approving and Publishingprocedures that are used for the knowledge Use the Goal Management features to Articlesbase. create and manage goals for service Using and Searching the Knowledge BaseCreating, Approving and Publishing Articles management. Cases and Knowledge Base ArticlesUsing and Searching the Knowledge Base Service Scheduling Terminology Sending Knowledge Base ArticlesLab :Cases and Knowledge Base Articles Service Scheduling Process Managing Knowledge Base ArticlesSending Knowledge Base ArticlesLab : Resources, Services and Selection Rules Create, Submit, and Publish a KnowledgeManaging Knowledge Base Articles Include Customer Preferences Base Article.After completing this module,Create, Submit, and Publish a Knowledge Understand Sites and Same-Site students will be able to:Base Article.After completing this module, Requirements Create, activate, deactivate, and deletestudents will be able to: Manage Business Closures Knowledge Base article templates.Create, activate, deactivate, and delete Explain the Service Activity Scheduling Examine the complete process to create,Knowledge Base article templates. Engine edit, and publish Knowledge Base articles.Examine the complete process to create, Working with Service Activities and the Search for Knowledge Base articlesedit, and publish Knowledge Base articles. Service Calendar through the Workplace, Service Area, andSearch for Knowledge Base articles through Close, Cancel, or Reschedule a Service Advanced Find.the Workplace, Service Area, and Advanced ActivityLab : Schedule a Service by Using Search Knowledge Base articles from aFind. a Same-Site Requirement case record.Search Knowledge Base articles from a Create a Service Activity based on a Use Knowledge Base articles to helpcase record. Same-Site Requirement Service.After resolve cases.Use Knowledge Base articles to help resolve completing this module, students will be Create and maintain Queues and Queuecases. able to: Items.Create and maintain Queues and Queue Explain common scenarios where the Work with Routing Queue items. ThisItems. Scheduling Module can apply. includes Adding, Working on, andWork with Routing Queue items. This Define the context of the basic elements Releasing.includes Adding, Working on, and of the Scheduling Module. Creating and Working with ContractsReleasing. Identify the important role and of the Using Contracts with CasesLab :Creating and Working with Contracts Service Activity Scheduling Engine and Resolving a Case with a ContractUsing Contracts with CasesLab : Resolving Scheduling Process. Create a Contract Templatea Case with a Contract Show how to create and modify Services Create a Contract using a ContractCreate a Contract Template and Selection Rules for the resources TemplateCreate a Contract using a Contract that are required to perform a service Open a case and associate a contractTemplate activity. Create and Close an Appointment ActivityOpen a case and associate a contract Include customer preferences when a With the CaseCreate and Close an Appointment Activity a service activities are scheduled. Resolve the CaseAfter completing thisWith the Case Describe how important sites are, and module, students will be able to:Resolve the CaseAfter completing this how to associate resources to a site. Also Understand and explain the components ofmodule, students will be able to: describe how to enforce same-site contracts.


Understand and explain the components of restrictions on a resource selection rule. Create and manage contract templates.contracts. Configure resources and build selection Create and manage contracts.Create and manage contract templates. rules to perform capacity scheduling. Understand the role of contract lines andCreate and manage contracts. Describe how to create and manage add contract lines to a contract.Understand the role of contract lines and service activities. Associate contracts with cases andadd contract lines to a contract. understand the case resolution processAssociate contracts with cases and when contracts are used.understand the case resolution process line Customer Service Charts and Dashboardswhen contracts are used. Provide examples of customer scenarios Customer Service Goals and MetricsLab :Customer Service Charts and Dashboards where the Customer Service capabilities Goals and Goal MetricsCustomer Service Goals and MetricsLab : of Microsoft Dynamics CRM can be Modify a Goal Metric to IncludeGoals and Goal Metrics applied. in-Progress CasesAfter completing thisModify a Goal Metric to Include in-Progress Understanding the Process Ribbon and module, students will be able to:CasesAfter completing this module, Menu Options Work with the preconfigured servicestudents will be able to: Case Resolution, Canceling and Deleting management reports.Work with the preconfigured service Assigning Case Records Build personal and system charts andmanagement reports. Other Actions on Cases From Forms and dashboards to provide insight intoBuild personal and system charts and Views important service managementdashboards to provide insight into important Working with the Subject Tree information.service management information. Working with the Case List and ViewsLab Use the Goal Management features toUse the Goal Management features to : Case Resolution Processing create and manage goals for servicecreate and manage goals for service Create a case management.management. Associate a phone call with the case Service Scheduling TerminologyService Scheduling Terminology Resolve the caseAfter completing this Service Scheduling ProcessService Scheduling Process module, students will be able to: Resources, Services and Selection RulesResources, Services and Selection Rules Discuss the steps that are required to Include Customer PreferencesInclude Customer Preferences create a new case. Understand Sites and Same-SiteUnderstand Sites and Same-Site Explain the case to resolution process RequirementsRequirements and how it can be used effectively. Manage Business ClosuresManage Business Closures Examine the effect of the activities and Explain the Service Activity SchedulingExplain the Service Activity Scheduling the procedures that are used for the EngineEngine knowledge base. Working with Service Activities and theWorking with Service Activities and the Creating, Approving and Publishing Service CalendarService Calendar Articles Close, Cancel, or Reschedule a ServiceClose, Cancel, or Reschedule a Service Using and Searching the Knowledge ActivityLab : Schedule a Service by UsingActivityLab : Schedule a Service by Using a Base a Same-Site RequirementSame-Site Requirement Cases and Knowledge Base Articles Create a Service Activity based on aCreate a Service Activity based on a Sending Knowledge Base ArticlesLab : Same-Site Requirement Service.AfterSame-Site Requirement Service.After Managing Knowledge Base Articles completing this module, students will becompleting this module, students will be able Create, Submit, and Publish a able to:to: Knowledge Base Article.After completing Explain common scenarios where theExplain common scenarios where the this module, students will be able to: Scheduling Module can apply.Scheduling Module can apply. Create, activate, deactivate, and delete Define the context of the basic elements ofDefine the context of the basic elements of Knowledge Base article templates. the Scheduling Module.the Scheduling Module. Examine the complete process to create, Identify the important role and of theIdentify the important role and of the Service edit, and publish Knowledge Base Service Activity Scheduling Engine andActivity Scheduling Engine and Scheduling articles. Scheduling Process.Process. Search for Knowledge Base articles Show how to create and modify ServicesShow how to create and modify Services through the Workplace, Service Area, and Selection Rules for the resources thatand Selection Rules for the resources that and Advanced Find. are required to perform a service activity.are required to perform a service activity. Search Knowledge Base articles from a Include customer preferences whenInclude customer preferences when service case record. service activities are scheduled.activities are scheduled. Use Knowledge Base articles to help Describe how important sites are, and howDescribe how important sites are, and how resolve cases. to associate resources to a site. Alsoto associate resources to a site. Also Create and maintain Queues and Queue describe how to enforce same-sitedescribe how to enforce same-site Items. restrictions on a resource selection rule.restrictions on a resource selection rule. Work with Routing Queue items. This Configure resources and build selectionConfigure resources and build selection includes Adding, Working on, and rules to perform capacity scheduling.rules to perform capacity scheduling. Releasing. Describe how to create and manageDescribe how to create and manage service Creating and Working with Contracts service activities.activities. Using Contracts with CasesLab :

Resolving a Case with a ContractCreate a Contract Template line

line Create a Contract using a Contract Provide examples of customer scenariosProvide examples of customer scenarios Template where the Customer Service capabilities ofwhere the Customer Service capabilities of Open a case and associate a contract Microsoft Dynamics CRM can be applied.


Microsoft Dynamics CRM can be applied. Create and Close an Appointment Understanding the Process Ribbon andUnderstanding the Process Ribbon and Activity a With the Case Menu OptionsMenu Options Resolve the CaseAfter completing this Case Resolution, Canceling and DeletingCase Resolution, Canceling and Deleting module, students will be able to: Assigning Case RecordsAssigning Case Records Understand and explain the components Other Actions on Cases From Forms andOther Actions on Cases From Forms and of contracts. ViewsViews Create and manage contract templates. Working with the Subject TreeWorking with the Subject Tree Create and manage contracts. Working with the Case List and ViewsLab :Working with the Case List and ViewsLab : Understand the role of contract lines and Case Resolution ProcessingCase Resolution Processing add contract lines to a contract. Create a caseCreate a case Associate contracts with cases and Associate a phone call with the caseAssociate a phone call with the case understand the case resolution process Resolve the caseAfter completing thisResolve the caseAfter completing this when contracts are used. module, students will be able to:module, students will be able to: Customer Service Charts and Discuss the steps that are required toDiscuss the steps that are required to create Dashboards create a new case.a new case. Customer Service Goals and MetricsLab Explain the case to resolution process andExplain the case to resolution process and : Goals and Goal Metrics how it can be used effectively.how it can be used effectively. Modify a Goal Metric to Include Examine the effect of the activities and theExamine the effect of the activities and the in-Progress CasesAfter completing this procedures that are used for theprocedures that are used for the knowledge module, students will be able to: knowledge base.base. Work with the preconfigured service Creating, Approving and PublishingCreating, Approving and Publishing Articles management reports. ArticlesUsing and Searching the Knowledge Base Build personal and system charts and Using and Searching the Knowledge BaseCases and Knowledge Base Articles dashboards to provide insight into Cases and Knowledge Base ArticlesSending Knowledge Base ArticlesLab : important service management Sending Knowledge Base ArticlesLab :Managing Knowledge Base Articles information. Managing Knowledge Base ArticlesCreate, Submit, and Publish a Knowledge Use the Goal Management features to Create, Submit, and Publish a KnowledgeBase Article.After completing this module, create and manage goals for service Base Article.After completing this module,students will be able to: management. students will be able to:Create, activate, deactivate, and delete Service Scheduling Terminology Create, activate, deactivate, and deleteKnowledge Base article templates. Service Scheduling Process Knowledge Base article templates.Examine the complete process to create, Resources, Services and Selection Rules Examine the complete process to create,edit, and publish Knowledge Base articles. Include Customer Preferences edit, and publish Knowledge Base articles.Search for Knowledge Base articles through Understand Sites and Same-Site Search for Knowledge Base articlesthe Workplace, Service Area, and Advanced Requirements through the Workplace, Service Area, andFind. Manage Business Closures Advanced Find.Search Knowledge Base articles from a Explain the Service Activity Scheduling Search Knowledge Base articles from acase record. Engine case record.Use Knowledge Base articles to help resolve Working with Service Activities and the Use Knowledge Base articles to helpcases. Service Calendar resolve cases.Create and maintain Queues and Queue Close, Cancel, or Reschedule a Service Create and maintain Queues and QueueItems. ActivityLab : Schedule a Service by Using Items.Work with Routing Queue items. This a Same-Site Requirement Work with Routing Queue items. Thisincludes Adding, Working on, and Create a Service Activity based on a includes Adding, Working on, andReleasing. Same-Site Requirement Service.After Releasing.Creating and Working with Contracts completing this module, students will be Creating and Working with ContractsUsing Contracts with CasesLab : Resolving able to: Using Contracts with CasesLab :a Case with a Contract Explain common scenarios where the Resolving a Case with a ContractCreate a Contract Template Scheduling Module can apply. Create a Contract TemplateCreate a Contract using a Contract Define the context of the basic elements Create a Contract using a ContractTemplate of the Scheduling Module. TemplateOpen a case and associate a contract Identify the important role and of the Open a case and associate a contractCreate and Close an Appointment Activity a Service Activity Scheduling Engine and Create and Close an Appointment ActivityWith the Case Scheduling Process. a With the CaseResolve the CaseAfter completing this Show how to create and modify Services Resolve the CaseAfter completing thismodule, students will be able to: and Selection Rules for the resources module, students will be able to:Understand and explain the components of that are required to perform a service Understand and explain the components ofcontracts. activity. contracts.Create and manage contract templates. Include customer preferences when Create and manage contract templates.Create and manage contracts. service activities are scheduled. Create and manage contracts.Understand the role of contract lines and Describe how important sites are, and Understand the role of contract lines andadd contract lines to a contract. how to associate resources to a site. Also add contract lines to a contract.Associate contracts with cases and describe how to enforce same-site Associate contracts with cases andunderstand the case resolution process restrictions on a resource selection rule. understand the case resolution processwhen contracts are used. Configure resources and build selection when contracts are used.Customer Service Charts and Dashboards rules to perform capacity scheduling. Customer Service Charts and Dashboards


Customer Service Goals and MetricsLab : Describe how to create and manage Customer Service Goals and MetricsLab :Goals and Goal Metrics service activities. Goals and Goal MetricsModify a Goal Metric to Include in-Progress Modify a Goal Metric to IncludeCasesAfter completing this module, in-Progress CasesAfter completing thisstudents will be able to: line module, students will be able to:Work with the preconfigured service Provide examples of customer scenarios Work with the preconfigured servicemanagement reports. where the Customer Service capabilities management reports.Build personal and system charts and of Microsoft Dynamics CRM can be Build personal and system charts anddashboards to provide insight into important applied. dashboards to provide insight intoservice management information. Understanding the Process Ribbon and important service managementUse the Goal Management features to Menu Options information.create and manage goals for service Case Resolution, Canceling and Deleting Use the Goal Management features tomanagement. Assigning Case Records create and manage goals for serviceService Scheduling Terminology Other Actions on Cases From Forms and management.Service Scheduling Process Views Service Scheduling TerminologyResources, Services and Selection Rules Working with the Subject Tree Service Scheduling ProcessInclude Customer Preferences Working with the Case List and ViewsLab Resources, Services and Selection RulesUnderstand Sites and Same-Site : Case Resolution Processing Include Customer PreferencesRequirements Create a case Understand Sites and Same-SiteManage Business Closures Associate a phone call with the case RequirementsExplain the Service Activity Scheduling Resolve the caseAfter completing this Manage Business ClosuresEngine module, students will be able to: Explain the Service Activity SchedulingWorking with Service Activities and the Discuss the steps that are required to EngineService Calendar create a new case. Working with Service Activities and theClose, Cancel, or Reschedule a Service Explain the case to resolution process Service CalendarActivityLab : Schedule a Service by Using a and how it can be used effectively. Close, Cancel, or Reschedule a ServiceSame-Site Requirement Examine the effect of the activities and ActivityLab : Schedule a Service by UsingCreate a Service Activity based on a the procedures that are used for the a Same-Site RequirementSame-Site Requirement Service.After knowledge base. Create a Service Activity based on acompleting this module, students will be able Creating, Approving and Publishing Same-Site Requirement Service.Afterto: Articles completing this module, students will beExplain common scenarios where the Using and Searching the Knowledge able to:Scheduling Module can apply. Base Explain common scenarios where theDefine the context of the basic elements of Cases and Knowledge Base Articles Scheduling Module can apply.the Scheduling Module. Sending Knowledge Base ArticlesLab : Define the context of the basic elements ofIdentify the important role and of the Service Managing Knowledge Base Articles the Scheduling Module.Activity Scheduling Engine and Scheduling Create, Submit, and Publish a Identify the important role and of theProcess. Knowledge Base Article.After completing Service Activity Scheduling Engine andShow how to create and modify Services this module, students will be able to: Scheduling Process.and Selection Rules for the resources that Create, activate, deactivate, and delete Show how to create and modify Servicesare required to perform a service activity. Knowledge Base article templates. and Selection Rules for the resources thatInclude customer preferences when service Examine the complete process to create, are required to perform a service activity.activities are scheduled. edit, and publish Knowledge Base Include customer preferences whenDescribe how important sites are, and how articles. service activities are scheduled.to associate resources to a site. Also Search for Knowledge Base articles Describe how important sites are, and howdescribe how to enforce same-site through the Workplace, Service Area, to associate resources to a site. Alsorestrictions on a resource selection rule. and Advanced Find. describe how to enforce same-siteConfigure resources and build selection Search Knowledge Base articles from a restrictions on a resource selection rule.rules to perform capacity scheduling. case record. Configure resources and build selectionDescribe how to create and manage service Use Knowledge Base articles to help rules to perform capacity scheduling.activities. resolve cases. Describe how to create and manage

Create and maintain Queues and Queue service activities.Module 3: Knowledge Base Items.line Work with Routing Queue items. This

includes Adding, Working on, and lineMost customer service organizations use a Releasing. Provide examples of customer scenariosknowledge base to provide customer service Creating and Working with Contracts where the Customer Service capabilities ofrepresentatives (CSRs) with the information Using Contracts with CasesLab : Microsoft Dynamics CRM can be applied.that they must have to answer questions about Resolving a Case with a Contract Understanding the Process Ribbon anda product or service. In Microsoft Dynamics Create a Contract Template Menu OptionsCRM, the Knowledge Base provides a central Create a Contract using a Contract Case Resolution, Canceling and Deletingrepository for an organization's information, Template Assigning Case Recordsstored as Articles and organized by Subject. Open a case and associate a contract Other Actions on Cases From Forms andline Create and Close an Appointment Views

Article Templates Activity a With the Case Working with the Subject TreeResolve the CaseAfter completing this Working with the Case List and ViewsLab :


module, students will be able to: Case Resolution Processingline Understand and explain the components Create a case

Provide examples of customer scenarios of contracts. Associate a phone call with the casewhere the Customer Service capabilities of Create and manage contract templates. Resolve the caseAfter completing thisMicrosoft Dynamics CRM can be applied. Create and manage contracts. module, students will be able to:Understanding the Process Ribbon and Understand the role of contract lines and Discuss the steps that are required toMenu Options add contract lines to a contract. create a new case.Case Resolution, Canceling and Deleting Associate contracts with cases and Explain the case to resolution process andAssigning Case Records understand the case resolution process how it can be used effectively.Other Actions on Cases From Forms and when contracts are used. Examine the effect of the activities and theViews Customer Service Charts and procedures that are used for theWorking with the Subject Tree Dashboards knowledge base.Working with the Case List and ViewsLab : Customer Service Goals and MetricsLab Creating, Approving and PublishingCase Resolution Processing : Goals and Goal Metrics ArticlesCreate a case Modify a Goal Metric to Include Using and Searching the Knowledge BaseAssociate a phone call with the case in-Progress CasesAfter completing this Cases and Knowledge Base ArticlesResolve the caseAfter completing this module, students will be able to: Sending Knowledge Base ArticlesLab :module, students will be able to: Work with the preconfigured service Managing Knowledge Base ArticlesDiscuss the steps that are required to create management reports. Create, Submit, and Publish a Knowledgea new case. Build personal and system charts and Base Article.After completing this module,Explain the case to resolution process and dashboards to provide insight into students will be able to:how it can be used effectively. important service management Create, activate, deactivate, and deleteExamine the effect of the activities and the information. Knowledge Base article templates.procedures that are used for the knowledge Use the Goal Management features to Examine the complete process to create,base. create and manage goals for service edit, and publish Knowledge Base articles.Creating, Approving and Publishing Articles management. Search for Knowledge Base articlesUsing and Searching the Knowledge Base Service Scheduling Terminology through the Workplace, Service Area, andCases and Knowledge Base Articles Service Scheduling Process Advanced Find.Sending Knowledge Base ArticlesLab : Resources, Services and Selection Rules Search Knowledge Base articles from aManaging Knowledge Base Articles Include Customer Preferences case record.Create, Submit, and Publish a Knowledge Understand Sites and Same-Site Use Knowledge Base articles to helpBase Article.After completing this module, Requirements resolve cases.students will be able to: Manage Business Closures Create and maintain Queues and QueueCreate, activate, deactivate, and delete Explain the Service Activity Scheduling Items.Knowledge Base article templates. Engine Work with Routing Queue items. ThisExamine the complete process to create, Working with Service Activities and the includes Adding, Working on, andedit, and publish Knowledge Base articles. Service Calendar Releasing.Search for Knowledge Base articles through Close, Cancel, or Reschedule a Service Creating and Working with Contractsthe Workplace, Service Area, and Advanced ActivityLab : Schedule a Service by Using Using Contracts with CasesLab :Find. a Same-Site Requirement Resolving a Case with a ContractSearch Knowledge Base articles from a Create a Service Activity based on a Create a Contract Templatecase record. Same-Site Requirement Service.After Create a Contract using a ContractUse Knowledge Base articles to help resolve completing this module, students will be Templatecases. able to: Open a case and associate a contractCreate and maintain Queues and Queue Explain common scenarios where the Create and Close an Appointment ActivityItems. Scheduling Module can apply. a With the CaseWork with Routing Queue items. This Define the context of the basic elements Resolve the CaseAfter completing thisincludes Adding, Working on, and of the Scheduling Module. module, students will be able to:Releasing. Identify the important role and of the Understand and explain the components ofCreating and Working with Contracts Service Activity Scheduling Engine and contracts.Using Contracts with CasesLab : Resolving Scheduling Process. Create and manage contract templates.a Case with a Contract Show how to create and modify Services Create and manage contracts.Create a Contract Template and Selection Rules for the resources Understand the role of contract lines andCreate a Contract using a Contract that are required to perform a service add contract lines to a contract.Template activity. Associate contracts with cases andOpen a case and associate a contract Include customer preferences when understand the case resolution processCreate and Close an Appointment Activity a service activities are scheduled. when contracts are used.With the Case Describe how important sites are, and Customer Service Charts and DashboardsResolve the CaseAfter completing this how to associate resources to a site. Also Customer Service Goals and MetricsLab :module, students will be able to: describe how to enforce same-site Goals and Goal MetricsUnderstand and explain the components of restrictions on a resource selection rule. Modify a Goal Metric to Includecontracts. Configure resources and build selection in-Progress CasesAfter completing thisCreate and manage contract templates. rules to perform capacity scheduling. module, students will be able to:Create and manage contracts. Describe how to create and manage Work with the preconfigured serviceUnderstand the role of contract lines and service activities. management reports.add contract lines to a contract. Build personal and system charts and


Associate contracts with cases and dashboards to provide insight intounderstand the case resolution process line important service managementwhen contracts are used. Provide examples of customer scenarios information.Customer Service Charts and Dashboards where the Customer Service capabilities Use the Goal Management features toCustomer Service Goals and MetricsLab : of Microsoft Dynamics CRM can be create and manage goals for serviceGoals and Goal Metrics applied. management.Modify a Goal Metric to Include in-Progress Understanding the Process Ribbon and Service Scheduling TerminologyCasesAfter completing this module, Menu Options Service Scheduling Processstudents will be able to: Case Resolution, Canceling and Deleting Resources, Services and Selection RulesWork with the preconfigured service Assigning Case Records Include Customer Preferencesmanagement reports. Other Actions on Cases From Forms and Understand Sites and Same-SiteBuild personal and system charts and Views Requirementsdashboards to provide insight into important Working with the Subject Tree Manage Business Closuresservice management information. Working with the Case List and ViewsLab Explain the Service Activity SchedulingUse the Goal Management features to : Case Resolution Processing Enginecreate and manage goals for service Create a case Working with Service Activities and themanagement. Associate a phone call with the case Service CalendarService Scheduling Terminology Resolve the caseAfter completing this Close, Cancel, or Reschedule a ServiceService Scheduling Process module, students will be able to: ActivityLab : Schedule a Service by UsingResources, Services and Selection Rules Discuss the steps that are required to a Same-Site RequirementInclude Customer Preferences create a new case. Create a Service Activity based on aUnderstand Sites and Same-Site Explain the case to resolution process Same-Site Requirement Service.AfterRequirements and how it can be used effectively. completing this module, students will beManage Business Closures Examine the effect of the activities and able to:Explain the Service Activity Scheduling the procedures that are used for the Explain common scenarios where theEngine knowledge base. Scheduling Module can apply.Working with Service Activities and the Creating, Approving and Publishing Define the context of the basic elements ofService Calendar Articles the Scheduling Module.Close, Cancel, or Reschedule a Service Using and Searching the Knowledge Identify the important role and of theActivityLab : Schedule a Service by Using a Base Service Activity Scheduling Engine andSame-Site Requirement Cases and Knowledge Base Articles Scheduling Process.Create a Service Activity based on a Sending Knowledge Base ArticlesLab : Show how to create and modify ServicesSame-Site Requirement Service.After Managing Knowledge Base Articles and Selection Rules for the resources thatcompleting this module, students will be able Create, Submit, and Publish a are required to perform a service activity.to: Knowledge Base Article.After completing Include customer preferences whenExplain common scenarios where the this module, students will be able to: service activities are scheduled.Scheduling Module can apply. Create, activate, deactivate, and delete Describe how important sites are, and howDefine the context of the basic elements of Knowledge Base article templates. to associate resources to a site. Alsothe Scheduling Module. Examine the complete process to create, describe how to enforce same-siteIdentify the important role and of the Service edit, and publish Knowledge Base restrictions on a resource selection rule.Activity Scheduling Engine and Scheduling articles. Configure resources and build selectionProcess. Search for Knowledge Base articles rules to perform capacity scheduling.Show how to create and modify Services through the Workplace, Service Area, Describe how to create and manageand Selection Rules for the resources that and Advanced Find. service activities.are required to perform a service activity. Search Knowledge Base articles from aInclude customer preferences when service case record.activities are scheduled. Use Knowledge Base articles to help lineDescribe how important sites are, and how resolve cases. Provide examples of customer scenariosto associate resources to a site. Also Create and maintain Queues and Queue where the Customer Service capabilities ofdescribe how to enforce same-site Items. Microsoft Dynamics CRM can be applied.restrictions on a resource selection rule. Work with Routing Queue items. This Understanding the Process Ribbon andConfigure resources and build selection includes Adding, Working on, and Menu Optionsrules to perform capacity scheduling. Releasing. Case Resolution, Canceling and DeletingDescribe how to create and manage service Creating and Working with Contracts Assigning Case Recordsactivities. Using Contracts with CasesLab : Other Actions on Cases From Forms and

Resolving a Case with a Contract ViewsCreate a Contract Template Working with the Subject Tree

line Create a Contract using a Contract Working with the Case List and ViewsLab :Provide examples of customer scenarios Template Case Resolution Processingwhere the Customer Service capabilities of Open a case and associate a contract Create a caseMicrosoft Dynamics CRM can be applied. Create and Close an Appointment Associate a phone call with the caseUnderstanding the Process Ribbon and Activity a With the Case Resolve the caseAfter completing thisMenu Options Resolve the CaseAfter completing this module, students will be able to:Case Resolution, Canceling and Deleting module, students will be able to: Discuss the steps that are required toAssigning Case Records Understand and explain the components create a new case.Other Actions on Cases From Forms and of contracts. Explain the case to resolution process and


Views Create and manage contract templates. how it can be used effectively.Working with the Subject Tree Create and manage contracts. Examine the effect of the activities and theWorking with the Case List and ViewsLab : Understand the role of contract lines and procedures that are used for theCase Resolution Processing add contract lines to a contract. knowledge base.Create a case Associate contracts with cases and Creating, Approving and PublishingAssociate a phone call with the case understand the case resolution process ArticlesResolve the caseAfter completing this when contracts are used. Using and Searching the Knowledge Basemodule, students will be able to: Customer Service Charts and Cases and Knowledge Base ArticlesDiscuss the steps that are required to create Dashboards Sending Knowledge Base ArticlesLab :a new case. Customer Service Goals and MetricsLab Managing Knowledge Base ArticlesExplain the case to resolution process and : Goals and Goal Metrics Create, Submit, and Publish a Knowledgehow it can be used effectively. Modify a Goal Metric to Include Base Article.After completing this module,Examine the effect of the activities and the in-Progress CasesAfter completing this students will be able to:procedures that are used for the knowledge module, students will be able to: Create, activate, deactivate, and deletebase. Work with the preconfigured service Knowledge Base article templates.Creating, Approving and Publishing Articles management reports. Examine the complete process to create,Using and Searching the Knowledge Base Build personal and system charts and edit, and publish Knowledge Base articles.Cases and Knowledge Base Articles dashboards to provide insight into Search for Knowledge Base articlesSending Knowledge Base ArticlesLab : important service management through the Workplace, Service Area, andManaging Knowledge Base Articles information. Advanced Find.Create, Submit, and Publish a Knowledge Use the Goal Management features to Search Knowledge Base articles from aBase Article.After completing this module, create and manage goals for service case record.students will be able to: management. Use Knowledge Base articles to helpCreate, activate, deactivate, and delete Service Scheduling Terminology resolve cases.Knowledge Base article templates. Service Scheduling Process Create and maintain Queues and QueueExamine the complete process to create, Resources, Services and Selection Rules Items.edit, and publish Knowledge Base articles. Include Customer Preferences Work with Routing Queue items. ThisSearch for Knowledge Base articles through Understand Sites and Same-Site includes Adding, Working on, andthe Workplace, Service Area, and Advanced Requirements Releasing.Find. Manage Business Closures Creating and Working with ContractsSearch Knowledge Base articles from a Explain the Service Activity Scheduling Using Contracts with CasesLab :case record. Engine Resolving a Case with a ContractUse Knowledge Base articles to help resolve Working with Service Activities and the Create a Contract Templatecases. Service Calendar Create a Contract using a ContractCreate and maintain Queues and Queue Close, Cancel, or Reschedule a Service TemplateItems. ActivityLab : Schedule a Service by Using Open a case and associate a contractWork with Routing Queue items. This a Same-Site Requirement Create and Close an Appointment Activityincludes Adding, Working on, and Create a Service Activity based on a a With the CaseReleasing. Same-Site Requirement Service.After Resolve the CaseAfter completing thisCreating and Working with Contracts completing this module, students will be module, students will be able to:Using Contracts with CasesLab : Resolving able to: Understand and explain the components ofa Case with a Contract Explain common scenarios where the contracts.Create a Contract Template Scheduling Module can apply. Create and manage contract templates.Create a Contract using a Contract Define the context of the basic elements Create and manage contracts.Template of the Scheduling Module. Understand the role of contract lines andOpen a case and associate a contract Identify the important role and of the add contract lines to a contract.Create and Close an Appointment Activity a Service Activity Scheduling Engine and Associate contracts with cases andWith the Case Scheduling Process. understand the case resolution processResolve the CaseAfter completing this Show how to create and modify Services when contracts are used.module, students will be able to: and Selection Rules for the resources Customer Service Charts and DashboardsUnderstand and explain the components of that are required to perform a service Customer Service Goals and MetricsLab :contracts. activity. Goals and Goal MetricsCreate and manage contract templates. Include customer preferences when Modify a Goal Metric to IncludeCreate and manage contracts. service activities are scheduled. in-Progress CasesAfter completing thisUnderstand the role of contract lines and Describe how important sites are, and module, students will be able to:add contract lines to a contract. how to associate resources to a site. Also Work with the preconfigured serviceAssociate contracts with cases and describe how to enforce same-site management reports.understand the case resolution process restrictions on a resource selection rule. Build personal and system charts andwhen contracts are used. Configure resources and build selection dashboards to provide insight intoCustomer Service Charts and Dashboards rules to perform capacity scheduling. important service managementCustomer Service Goals and MetricsLab : Describe how to create and manage information.Goals and Goal Metrics service activities. Use the Goal Management features toModify a Goal Metric to Include in-Progress create and manage goals for serviceCasesAfter completing this module, management.students will be able to: line Service Scheduling TerminologyWork with the preconfigured service Provide examples of customer scenarios Service Scheduling Process


management reports. where the Customer Service capabilities Resources, Services and Selection RulesBuild personal and system charts and of Microsoft Dynamics CRM can be Include Customer Preferencesdashboards to provide insight into important applied. Understand Sites and Same-Siteservice management information. Understanding the Process Ribbon and RequirementsUse the Goal Management features to Menu Options Manage Business Closurescreate and manage goals for service Case Resolution, Canceling and Deleting Explain the Service Activity Schedulingmanagement. Assigning Case Records EngineService Scheduling Terminology Other Actions on Cases From Forms and Working with Service Activities and theService Scheduling Process Views Service CalendarResources, Services and Selection Rules Working with the Subject Tree Close, Cancel, or Reschedule a ServiceInclude Customer Preferences Working with the Case List and ViewsLab ActivityLab : Schedule a Service by UsingUnderstand Sites and Same-Site : Case Resolution Processing a Same-Site RequirementRequirements Create a case Create a Service Activity based on aManage Business Closures Associate a phone call with the case Same-Site Requirement Service.AfterExplain the Service Activity Scheduling Resolve the caseAfter completing this completing this module, students will beEngine module, students will be able to: able to:Working with Service Activities and the Discuss the steps that are required to Explain common scenarios where theService Calendar create a new case. Scheduling Module can apply.Close, Cancel, or Reschedule a Service Explain the case to resolution process Define the context of the basic elements ofActivityLab : Schedule a Service by Using a and how it can be used effectively. the Scheduling Module.Same-Site Requirement Examine the effect of the activities and Identify the important role and of theCreate a Service Activity based on a the procedures that are used for the Service Activity Scheduling Engine andSame-Site Requirement Service.After knowledge base. Scheduling Process.completing this module, students will be able Creating, Approving and Publishing Show how to create and modify Servicesto: Articles and Selection Rules for the resources thatExplain common scenarios where the Using and Searching the Knowledge are required to perform a service activity.Scheduling Module can apply. Base Include customer preferences whenDefine the context of the basic elements of Cases and Knowledge Base Articles service activities are scheduled.the Scheduling Module. Sending Knowledge Base ArticlesLab : Describe how important sites are, and howIdentify the important role and of the Service Managing Knowledge Base Articles to associate resources to a site. AlsoActivity Scheduling Engine and Scheduling Create, Submit, and Publish a describe how to enforce same-siteProcess. Knowledge Base Article.After completing restrictions on a resource selection rule.Show how to create and modify Services this module, students will be able to: Configure resources and build selectionand Selection Rules for the resources that Create, activate, deactivate, and delete rules to perform capacity scheduling.are required to perform a service activity. Knowledge Base article templates. Describe how to create and manageInclude customer preferences when service Examine the complete process to create, service activities.activities are scheduled. edit, and publish Knowledge BaseDescribe how important sites are, and how articles.to associate resources to a site. Also Search for Knowledge Base articles linedescribe how to enforce same-site through the Workplace, Service Area, Provide examples of customer scenariosrestrictions on a resource selection rule. and Advanced Find. where the Customer Service capabilities ofConfigure resources and build selection Search Knowledge Base articles from a Microsoft Dynamics CRM can be applied.rules to perform capacity scheduling. case record. Understanding the Process Ribbon andDescribe how to create and manage service Use Knowledge Base articles to help Menu Optionsactivities. resolve cases. Case Resolution, Canceling and Deleting

Create and maintain Queues and Queue Assigning Case RecordsItems. Other Actions on Cases From Forms and

line Work with Routing Queue items. This ViewsProvide examples of customer scenarios includes Adding, Working on, and Working with the Subject Treewhere the Customer Service capabilities of Releasing. Working with the Case List and ViewsLab :Microsoft Dynamics CRM can be applied. Creating and Working with Contracts Case Resolution ProcessingUnderstanding the Process Ribbon and Using Contracts with CasesLab : Create a caseMenu Options Resolving a Case with a Contract Associate a phone call with the caseCase Resolution, Canceling and Deleting Create a Contract Template Resolve the caseAfter completing thisAssigning Case Records Create a Contract using a Contract module, students will be able to:Other Actions on Cases From Forms and Template Discuss the steps that are required toViews Open a case and associate a contract create a new case.Working with the Subject Tree Create and Close an Appointment Explain the case to resolution process andWorking with the Case List and ViewsLab : Activity a With the Case how it can be used effectively.Case Resolution Processing Resolve the CaseAfter completing this Examine the effect of the activities and theCreate a case module, students will be able to: procedures that are used for theAssociate a phone call with the case Understand and explain the components knowledge base.Resolve the caseAfter completing this of contracts. Creating, Approving and Publishingmodule, students will be able to: Create and manage contract templates. ArticlesDiscuss the steps that are required to create Create and manage contracts. Using and Searching the Knowledge Basea new case. Understand the role of contract lines and Cases and Knowledge Base Articles


Explain the case to resolution process and add contract lines to a contract. Sending Knowledge Base ArticlesLab :how it can be used effectively. Associate contracts with cases and Managing Knowledge Base ArticlesExamine the effect of the activities and the understand the case resolution process Create, Submit, and Publish a Knowledgeprocedures that are used for the knowledge when contracts are used. Base Article.After completing this module,base. Customer Service Charts and students will be able to:Creating, Approving and Publishing Articles Dashboards Create, activate, deactivate, and deleteUsing and Searching the Knowledge Base Customer Service Goals and MetricsLab Knowledge Base article templates.Cases and Knowledge Base Articles : Goals and Goal Metrics Examine the complete process to create,Sending Knowledge Base ArticlesLab : Modify a Goal Metric to Include edit, and publish Knowledge Base articles.Managing Knowledge Base Articles in-Progress CasesAfter completing this Search for Knowledge Base articlesCreate, Submit, and Publish a Knowledge module, students will be able to: through the Workplace, Service Area, andBase Article.After completing this module, Work with the preconfigured service Advanced Find.students will be able to: management reports. Search Knowledge Base articles from aCreate, activate, deactivate, and delete Build personal and system charts and case record.Knowledge Base article templates. dashboards to provide insight into Use Knowledge Base articles to helpExamine the complete process to create, important service management resolve cases.edit, and publish Knowledge Base articles. information. Create and maintain Queues and QueueSearch for Knowledge Base articles through Use the Goal Management features to Items.the Workplace, Service Area, and Advanced create and manage goals for service Work with Routing Queue items. ThisFind. management. includes Adding, Working on, andSearch Knowledge Base articles from a Service Scheduling Terminology Releasing.case record. Service Scheduling Process Creating and Working with ContractsUse Knowledge Base articles to help resolve Resources, Services and Selection Rules Using Contracts with CasesLab :cases. Include Customer Preferences Resolving a Case with a ContractCreate and maintain Queues and Queue Understand Sites and Same-Site Create a Contract TemplateItems. Requirements Create a Contract using a ContractWork with Routing Queue items. This Manage Business Closures Templateincludes Adding, Working on, and Explain the Service Activity Scheduling Open a case and associate a contractReleasing. Engine Create and Close an Appointment ActivityCreating and Working with Contracts Working with Service Activities and the a With the CaseUsing Contracts with CasesLab : Resolving Service Calendar Resolve the CaseAfter completing thisa Case with a Contract Close, Cancel, or Reschedule a Service module, students will be able to:Create a Contract Template ActivityLab : Schedule a Service by Using Understand and explain the components ofCreate a Contract using a Contract a Same-Site Requirement contracts.Template Create a Service Activity based on a Create and manage contract templates.Open a case and associate a contract Same-Site Requirement Service.After Create and manage contracts.Create and Close an Appointment Activity a completing this module, students will be Understand the role of contract lines andWith the Case able to: add contract lines to a contract.Resolve the CaseAfter completing this Explain common scenarios where the Associate contracts with cases andmodule, students will be able to: Scheduling Module can apply. understand the case resolution processUnderstand and explain the components of Define the context of the basic elements when contracts are used.contracts. of the Scheduling Module. Customer Service Charts and DashboardsCreate and manage contract templates. Identify the important role and of the Customer Service Goals and MetricsLab :Create and manage contracts. Service Activity Scheduling Engine and Goals and Goal MetricsUnderstand the role of contract lines and Scheduling Process. Modify a Goal Metric to Includeadd contract lines to a contract. Show how to create and modify Services in-Progress CasesAfter completing thisAssociate contracts with cases and and Selection Rules for the resources module, students will be able to:understand the case resolution process that are required to perform a service Work with the preconfigured servicewhen contracts are used. activity. management reports.Customer Service Charts and Dashboards Include customer preferences when Build personal and system charts andCustomer Service Goals and MetricsLab : service activities are scheduled. dashboards to provide insight intoGoals and Goal Metrics Describe how important sites are, and important service managementModify a Goal Metric to Include in-Progress how to associate resources to a site. Also information.CasesAfter completing this module, describe how to enforce same-site Use the Goal Management features tostudents will be able to: restrictions on a resource selection rule. create and manage goals for serviceWork with the preconfigured service Configure resources and build selection management.management reports. rules to perform capacity scheduling. Service Scheduling TerminologyBuild personal and system charts and Describe how to create and manage Service Scheduling Processdashboards to provide insight into important service activities. Resources, Services and Selection Rulesservice management information. Include Customer PreferencesUse the Goal Management features to Understand Sites and Same-Sitecreate and manage goals for service line Requirementsmanagement. Provide examples of customer scenarios Manage Business ClosuresService Scheduling Terminology where the Customer Service capabilities Explain the Service Activity SchedulingService Scheduling Process of Microsoft Dynamics CRM can be EngineResources, Services and Selection Rules applied. Working with Service Activities and the


Include Customer Preferences Understanding the Process Ribbon and Service CalendarUnderstand Sites and Same-Site Menu Options Close, Cancel, or Reschedule a ServiceRequirements Case Resolution, Canceling and Deleting ActivityLab : Schedule a Service by UsingManage Business Closures Assigning Case Records a Same-Site RequirementExplain the Service Activity Scheduling Other Actions on Cases From Forms and Create a Service Activity based on aEngine Views Same-Site Requirement Service.AfterWorking with Service Activities and the Working with the Subject Tree completing this module, students will beService Calendar Working with the Case List and ViewsLab able to:Close, Cancel, or Reschedule a Service : Case Resolution Processing Explain common scenarios where theActivityLab : Schedule a Service by Using a Create a case Scheduling Module can apply.Same-Site Requirement Associate a phone call with the case Define the context of the basic elements ofCreate a Service Activity based on a Resolve the caseAfter completing this the Scheduling Module.Same-Site Requirement Service.After module, students will be able to: Identify the important role and of thecompleting this module, students will be able Discuss the steps that are required to Service Activity Scheduling Engine andto: create a new case. Scheduling Process.Explain common scenarios where the Explain the case to resolution process Show how to create and modify ServicesScheduling Module can apply. and how it can be used effectively. and Selection Rules for the resources thatDefine the context of the basic elements of Examine the effect of the activities and are required to perform a service activity.the Scheduling Module. the procedures that are used for the Include customer preferences whenIdentify the important role and of the Service knowledge base. service activities are scheduled.Activity Scheduling Engine and Scheduling Creating, Approving and Publishing Describe how important sites are, and howProcess. Articles to associate resources to a site. AlsoShow how to create and modify Services Using and Searching the Knowledge describe how to enforce same-siteand Selection Rules for the resources that Base restrictions on a resource selection rule.are required to perform a service activity. Cases and Knowledge Base Articles Configure resources and build selectionInclude customer preferences when service Sending Knowledge Base ArticlesLab : rules to perform capacity scheduling.activities are scheduled. Managing Knowledge Base Articles Describe how to create and manageDescribe how important sites are, and how Create, Submit, and Publish a service activities.to associate resources to a site. Also Knowledge Base Article.After completingdescribe how to enforce same-site this module, students will be able to:restrictions on a resource selection rule. Create, activate, deactivate, and delete lineConfigure resources and build selection Knowledge Base article templates. Provide examples of customer scenariosrules to perform capacity scheduling. Examine the complete process to create, where the Customer Service capabilities ofDescribe how to create and manage service edit, and publish Knowledge Base Microsoft Dynamics CRM can be applied.activities. articles. Understanding the Process Ribbon and

Search for Knowledge Base articles Menu Optionsthrough the Workplace, Service Area, Case Resolution, Canceling and Deleting

line and Advanced Find. Assigning Case RecordsProvide examples of customer scenarios Search Knowledge Base articles from a Other Actions on Cases From Forms andwhere the Customer Service capabilities of case record. ViewsMicrosoft Dynamics CRM can be applied. Use Knowledge Base articles to help Working with the Subject TreeUnderstanding the Process Ribbon and resolve cases. Working with the Case List and ViewsLab :Menu Options Create and maintain Queues and Queue Case Resolution ProcessingCase Resolution, Canceling and Deleting Items. Create a caseAssigning Case Records Work with Routing Queue items. This Associate a phone call with the caseOther Actions on Cases From Forms and includes Adding, Working on, and Resolve the caseAfter completing thisViews Releasing. module, students will be able to:Working with the Subject Tree Creating and Working with Contracts Discuss the steps that are required toWorking with the Case List and ViewsLab : Using Contracts with CasesLab : create a new case.Case Resolution Processing Resolving a Case with a Contract Explain the case to resolution process andCreate a case Create a Contract Template how it can be used effectively.Associate a phone call with the case Create a Contract using a Contract Examine the effect of the activities and theResolve the caseAfter completing this Template procedures that are used for themodule, students will be able to: Open a case and associate a contract knowledge base.Discuss the steps that are required to create Create and Close an Appointment Creating, Approving and Publishinga new case. Activity a With the Case ArticlesExplain the case to resolution process and Resolve the CaseAfter completing this Using and Searching the Knowledge Basehow it can be used effectively. module, students will be able to: Cases and Knowledge Base ArticlesExamine the effect of the activities and the Understand and explain the components Sending Knowledge Base ArticlesLab :procedures that are used for the knowledge of contracts. Managing Knowledge Base Articlesbase. Create and manage contract templates. Create, Submit, and Publish a KnowledgeCreating, Approving and Publishing Articles Create and manage contracts. Base Article.After completing this module,Using and Searching the Knowledge Base Understand the role of contract lines and students will be able to:Cases and Knowledge Base Articles add contract lines to a contract. Create, activate, deactivate, and deleteSending Knowledge Base ArticlesLab : Associate contracts with cases and Knowledge Base article templates.Managing Knowledge Base Articles understand the case resolution process Examine the complete process to create,


Create, Submit, and Publish a Knowledge when contracts are used. edit, and publish Knowledge Base articles.Base Article.After completing this module, Customer Service Charts and Search for Knowledge Base articlesstudents will be able to: Dashboards through the Workplace, Service Area, andCreate, activate, deactivate, and delete Customer Service Goals and MetricsLab Advanced Find.Knowledge Base article templates. : Goals and Goal Metrics Search Knowledge Base articles from aExamine the complete process to create, Modify a Goal Metric to Include case record.edit, and publish Knowledge Base articles. in-Progress CasesAfter completing this Use Knowledge Base articles to helpSearch for Knowledge Base articles through module, students will be able to: resolve cases.the Workplace, Service Area, and Advanced Work with the preconfigured service Create and maintain Queues and QueueFind. management reports. Items.Search Knowledge Base articles from a Build personal and system charts and Work with Routing Queue items. Thiscase record. dashboards to provide insight into includes Adding, Working on, andUse Knowledge Base articles to help resolve important service management Releasing.cases. information. Creating and Working with ContractsCreate and maintain Queues and Queue Use the Goal Management features to Using Contracts with CasesLab :Items. create and manage goals for service Resolving a Case with a ContractWork with Routing Queue items. This management. Create a Contract Templateincludes Adding, Working on, and Service Scheduling Terminology Create a Contract using a ContractReleasing. Service Scheduling Process TemplateCreating and Working with Contracts Resources, Services and Selection Rules Open a case and associate a contractUsing Contracts with CasesLab : Resolving Include Customer Preferences Create and Close an Appointment Activitya Case with a Contract Understand Sites and Same-Site a With the CaseCreate a Contract Template Requirements Resolve the CaseAfter completing thisCreate a Contract using a Contract Manage Business Closures module, students will be able to:Template Explain the Service Activity Scheduling Understand and explain the components ofOpen a case and associate a contract Engine contracts.Create and Close an Appointment Activity a Working with Service Activities and the Create and manage contract templates.With the Case Service Calendar Create and manage contracts.Resolve the CaseAfter completing this Close, Cancel, or Reschedule a Service Understand the role of contract lines andmodule, students will be able to: ActivityLab : Schedule a Service by Using add contract lines to a contract.Understand and explain the components of a Same-Site Requirement Associate contracts with cases andcontracts. Create a Service Activity based on a understand the case resolution processCreate and manage contract templates. Same-Site Requirement Service.After when contracts are used.Create and manage contracts. completing this module, students will be Customer Service Charts and DashboardsUnderstand the role of contract lines and able to: Customer Service Goals and MetricsLab :add contract lines to a contract. Explain common scenarios where the Goals and Goal MetricsAssociate contracts with cases and Scheduling Module can apply. Modify a Goal Metric to Includeunderstand the case resolution process Define the context of the basic elements in-Progress CasesAfter completing thiswhen contracts are used. of the Scheduling Module. module, students will be able to:Customer Service Charts and Dashboards Identify the important role and of the Work with the preconfigured serviceCustomer Service Goals and MetricsLab : Service Activity Scheduling Engine and management reports.Goals and Goal Metrics Scheduling Process. Build personal and system charts andModify a Goal Metric to Include in-Progress Show how to create and modify Services dashboards to provide insight intoCasesAfter completing this module, and Selection Rules for the resources important service managementstudents will be able to: that are required to perform a service information.Work with the preconfigured service activity. Use the Goal Management features tomanagement reports. Include customer preferences when create and manage goals for serviceBuild personal and system charts and service activities are scheduled. management.dashboards to provide insight into important Describe how important sites are, and Service Scheduling Terminologyservice management information. how to associate resources to a site. Also Service Scheduling ProcessUse the Goal Management features to describe how to enforce same-site Resources, Services and Selection Rulescreate and manage goals for service restrictions on a resource selection rule. Include Customer Preferencesmanagement. Configure resources and build selection Understand Sites and Same-SiteService Scheduling Terminology rules to perform capacity scheduling. RequirementsService Scheduling Process Describe how to create and manage Manage Business ClosuresResources, Services and Selection Rules service activities. Explain the Service Activity SchedulingInclude Customer Preferences EngineUnderstand Sites and Same-Site Working with Service Activities and theRequirements line Service CalendarManage Business Closures Provide examples of customer scenarios Close, Cancel, or Reschedule a ServiceExplain the Service Activity Scheduling where the Customer Service capabilities ActivityLab : Schedule a Service by UsingEngine of Microsoft Dynamics CRM can be a Same-Site RequirementWorking with Service Activities and the applied. Create a Service Activity based on aService Calendar Understanding the Process Ribbon and Same-Site Requirement Service.AfterClose, Cancel, or Reschedule a Service Menu Options completing this module, students will beActivityLab : Schedule a Service by Using a Case Resolution, Canceling and Deleting able to:


Same-Site Requirement Assigning Case Records Explain common scenarios where theCreate a Service Activity based on a Other Actions on Cases From Forms and Scheduling Module can apply.Same-Site Requirement Service.After Views Define the context of the basic elements ofcompleting this module, students will be able Working with the Subject Tree the Scheduling Module.to: Working with the Case List and ViewsLab Identify the important role and of theExplain common scenarios where the : Case Resolution Processing Service Activity Scheduling Engine andScheduling Module can apply. Create a case Scheduling Process.Define the context of the basic elements of Associate a phone call with the case Show how to create and modify Servicesthe Scheduling Module. Resolve the caseAfter completing this and Selection Rules for the resources thatIdentify the important role and of the Service module, students will be able to: are required to perform a service activity.Activity Scheduling Engine and Scheduling Discuss the steps that are required to Include customer preferences whenProcess. create a new case. service activities are scheduled.Show how to create and modify Services Explain the case to resolution process Describe how important sites are, and howand Selection Rules for the resources that and how it can be used effectively. to associate resources to a site. Alsoare required to perform a service activity. Examine the effect of the activities and describe how to enforce same-siteInclude customer preferences when service the procedures that are used for the restrictions on a resource selection rule.activities are scheduled. knowledge base. Configure resources and build selectionDescribe how important sites are, and how Creating, Approving and Publishing rules to perform capacity scheduling.to associate resources to a site. Also Articles Describe how to create and managedescribe how to enforce same-site Using and Searching the Knowledge service activities.restrictions on a resource selection rule. BaseConfigure resources and build selection Cases and Knowledge Base Articlesrules to perform capacity scheduling. Sending Knowledge Base ArticlesLab : lineDescribe how to create and manage service Managing Knowledge Base Articles Provide examples of customer scenariosactivities. Create, Submit, and Publish a where the Customer Service capabilities of

Knowledge Base Article.After completing Microsoft Dynamics CRM can be applied.this module, students will be able to: Understanding the Process Ribbon andCreate, activate, deactivate, and delete Menu OptionsKnowledge Base article templates. Case Resolution, Canceling and DeletingExamine the complete process to create, Assigning Case Recordsedit, and publish Knowledge Base Other Actions on Cases From Forms andarticles. ViewsSearch for Knowledge Base articles Working with the Subject Treethrough the Workplace, Service Area, Working with the Case List and ViewsLab :and Advanced Find. Case Resolution ProcessingSearch Knowledge Base articles from a Create a casecase record. Associate a phone call with the caseUse Knowledge Base articles to help Resolve the caseAfter completing thisresolve cases. module, students will be able to:Create and maintain Queues and Queue Discuss the steps that are required toItems. create a new case.Work with Routing Queue items. This Explain the case to resolution process andincludes Adding, Working on, and how it can be used effectively.Releasing. Examine the effect of the activities and theCreating and Working with Contracts procedures that are used for theUsing Contracts with CasesLab : knowledge base.Resolving a Case with a Contract Creating, Approving and PublishingCreate a Contract Template ArticlesCreate a Contract using a Contract Using and Searching the Knowledge BaseTemplate Cases and Knowledge Base ArticlesOpen a case and associate a contract Sending Knowledge Base ArticlesLab :Create and Close an Appointment Managing Knowledge Base ArticlesActivity a With the Case Create, Submit, and Publish a KnowledgeResolve the CaseAfter completing this Base Article.After completing this module,module, students will be able to: students will be able to:Understand and explain the components Create, activate, deactivate, and deleteof contracts. Knowledge Base article templates.Create and manage contract templates. Examine the complete process to create,Create and manage contracts. edit, and publish Knowledge Base articles.Understand the role of contract lines and Search for Knowledge Base articlesadd contract lines to a contract. through the Workplace, Service Area, andAssociate contracts with cases and Advanced Find.understand the case resolution process Search Knowledge Base articles from awhen contracts are used. case record.Customer Service Charts and Use Knowledge Base articles to helpDashboards resolve cases.


Customer Service Goals and MetricsLab Create and maintain Queues and Queue: Goals and Goal Metrics Items.Modify a Goal Metric to Include Work with Routing Queue items. Thisin-Progress CasesAfter completing this includes Adding, Working on, andmodule, students will be able to: Releasing.Work with the preconfigured service Creating and Working with Contractsmanagement reports. Using Contracts with CasesLab :Build personal and system charts and Resolving a Case with a Contractdashboards to provide insight into Create a Contract Templateimportant service management Create a Contract using a Contractinformation. TemplateUse the Goal Management features to Open a case and associate a contractcreate and manage goals for service Create and Close an Appointment Activitymanagement. a With the CaseService Scheduling Terminology Resolve the CaseAfter completing thisService Scheduling Process module, students will be able to:Resources, Services and Selection Rules Understand and explain the components ofInclude Customer Preferences contracts.Understand Sites and Same-Site Create and manage contract templates.Requirements Create and manage contracts.Manage Business Closures Understand the role of contract lines andExplain the Service Activity Scheduling add contract lines to a contract.Engine Associate contracts with cases andWorking with Service Activities and the understand the case resolution processService Calendar when contracts are used.Close, Cancel, or Reschedule a Service Customer Service Charts and DashboardsActivityLab : Schedule a Service by Using Customer Service Goals and MetricsLab :a Same-Site Requirement Goals and Goal MetricsCreate a Service Activity based on a Modify a Goal Metric to IncludeSame-Site Requirement Service.After in-Progress CasesAfter completing thiscompleting this module, students will be module, students will be able to:able to: Work with the preconfigured serviceExplain common scenarios where the management reports.Scheduling Module can apply. Build personal and system charts andDefine the context of the basic elements dashboards to provide insight intoof the Scheduling Module. important service managementIdentify the important role and of the information.Service Activity Scheduling Engine and Use the Goal Management features toScheduling Process. create and manage goals for serviceShow how to create and modify Services management.and Selection Rules for the resources Service Scheduling Terminologythat are required to perform a service Service Scheduling Processactivity. Resources, Services and Selection RulesInclude customer preferences when Include Customer Preferencesservice activities are scheduled. Understand Sites and Same-SiteDescribe how important sites are, and Requirementshow to associate resources to a site. Also Manage Business Closuresdescribe how to enforce same-site Explain the Service Activity Schedulingrestrictions on a resource selection rule. EngineConfigure resources and build selection Working with Service Activities and therules to perform capacity scheduling. Service CalendarDescribe how to create and manage Close, Cancel, or Reschedule a Serviceservice activities. ActivityLab : Schedule a Service by Using

a Same-Site RequirementModule 6: Analysis, Reports and Goals Create a Service Activity based on aline Same-Site Requirement Service.After

completing this module, students will beIn Microsoft Dynamics CRM, many methods able to:are available to analyze and report Service Explain common scenarios where theManagement information. By default, several Scheduling Module can apply.reports are available, and this includes the Define the context of the basic elements of“Case Summary Table” report. This report is the Scheduling Module.discussed in this module. Identify the important role and of theline Service Activity Scheduling Engine and

Customer Service Reports Scheduling Process.Show how to create and modify Services


and Selection Rules for the resources thatline are required to perform a service activity.

Provide examples of customer scenarios Include customer preferences whenwhere the Customer Service capabilities service activities are scheduled.of Microsoft Dynamics CRM can be Describe how important sites are, and howapplied. to associate resources to a site. AlsoUnderstanding the Process Ribbon and describe how to enforce same-siteMenu Options restrictions on a resource selection rule.Case Resolution, Canceling and Deleting Configure resources and build selectionAssigning Case Records rules to perform capacity scheduling.Other Actions on Cases From Forms and Describe how to create and manageViews service activities.Working with the Subject TreeWorking with the Case List and ViewsLab: Case Resolution Processing lineCreate a case Provide examples of customer scenariosAssociate a phone call with the case where the Customer Service capabilities ofResolve the caseAfter completing this Microsoft Dynamics CRM can be applied.module, students will be able to: Understanding the Process Ribbon andDiscuss the steps that are required to Menu Optionscreate a new case. Case Resolution, Canceling and DeletingExplain the case to resolution process Assigning Case Recordsand how it can be used effectively. Other Actions on Cases From Forms andExamine the effect of the activities and Viewsthe procedures that are used for the Working with the Subject Treeknowledge base. Working with the Case List and ViewsLab :Creating, Approving and Publishing Case Resolution ProcessingArticles Create a caseUsing and Searching the Knowledge Associate a phone call with the caseBase Resolve the caseAfter completing thisCases and Knowledge Base Articles module, students will be able to:Sending Knowledge Base ArticlesLab : Discuss the steps that are required toManaging Knowledge Base Articles create a new case.Create, Submit, and Publish a Explain the case to resolution process andKnowledge Base Article.After completing how it can be used effectively.this module, students will be able to: Examine the effect of the activities and theCreate, activate, deactivate, and delete procedures that are used for theKnowledge Base article templates. knowledge base.Examine the complete process to create, Creating, Approving and Publishingedit, and publish Knowledge Base Articlesarticles. Using and Searching the Knowledge BaseSearch for Knowledge Base articles Cases and Knowledge Base Articlesthrough the Workplace, Service Area, Sending Knowledge Base ArticlesLab :and Advanced Find. Managing Knowledge Base ArticlesSearch Knowledge Base articles from a Create, Submit, and Publish a Knowledgecase record. Base Article.After completing this module,Use Knowledge Base articles to help students will be able to:resolve cases. Create, activate, deactivate, and deleteCreate and maintain Queues and Queue Knowledge Base article templates.Items. Examine the complete process to create,Work with Routing Queue items. This edit, and publish Knowledge Base articles.includes Adding, Working on, and Search for Knowledge Base articlesReleasing. through the Workplace, Service Area, andCreating and Working with Contracts Advanced Find.Using Contracts with CasesLab : Search Knowledge Base articles from aResolving a Case with a Contract case record.Create a Contract Template Use Knowledge Base articles to helpCreate a Contract using a Contract resolve cases.Template Create and maintain Queues and QueueOpen a case and associate a contract Items.Create and Close an Appointment Work with Routing Queue items. ThisActivity a With the Case includes Adding, Working on, andResolve the CaseAfter completing this Releasing.module, students will be able to: Creating and Working with ContractsUnderstand and explain the components Using Contracts with CasesLab :of contracts. Resolving a Case with a Contract


Create and manage contract templates. Create a Contract TemplateCreate and manage contracts. Create a Contract using a ContractUnderstand the role of contract lines and Templateadd contract lines to a contract. Open a case and associate a contractAssociate contracts with cases and Create and Close an Appointment Activityunderstand the case resolution process a With the Casewhen contracts are used. Resolve the CaseAfter completing thisCustomer Service Charts and module, students will be able to:Dashboards Understand and explain the components ofCustomer Service Goals and MetricsLab contracts.: Goals and Goal Metrics Create and manage contract templates.Modify a Goal Metric to Include Create and manage contracts.in-Progress CasesAfter completing this Understand the role of contract lines andmodule, students will be able to: add contract lines to a contract.Work with the preconfigured service Associate contracts with cases andmanagement reports. understand the case resolution processBuild personal and system charts and when contracts are used.dashboards to provide insight into Customer Service Charts and Dashboardsimportant service management Customer Service Goals and MetricsLab :information. Goals and Goal MetricsUse the Goal Management features to Modify a Goal Metric to Includecreate and manage goals for service in-Progress CasesAfter completing thismanagement. module, students will be able to:Service Scheduling Terminology Work with the preconfigured serviceService Scheduling Process management reports.Resources, Services and Selection Rules Build personal and system charts andInclude Customer Preferences dashboards to provide insight intoUnderstand Sites and Same-Site important service managementRequirements information.Manage Business Closures Use the Goal Management features toExplain the Service Activity Scheduling create and manage goals for serviceEngine management.Working with Service Activities and the Service Scheduling TerminologyService Calendar Service Scheduling ProcessClose, Cancel, or Reschedule a Service Resources, Services and Selection RulesActivityLab : Schedule a Service by Using Include Customer Preferencesa Same-Site Requirement Understand Sites and Same-SiteCreate a Service Activity based on a RequirementsSame-Site Requirement Service.After Manage Business Closurescompleting this module, students will be Explain the Service Activity Schedulingable to: EngineExplain common scenarios where the Working with Service Activities and theScheduling Module can apply. Service CalendarDefine the context of the basic elements Close, Cancel, or Reschedule a Serviceof the Scheduling Module. ActivityLab : Schedule a Service by UsingIdentify the important role and of the a Same-Site RequirementService Activity Scheduling Engine and Create a Service Activity based on aScheduling Process. Same-Site Requirement Service.AfterShow how to create and modify Services completing this module, students will beand Selection Rules for the resources able to:that are required to perform a service Explain common scenarios where theactivity. Scheduling Module can apply.Include customer preferences when Define the context of the basic elements ofservice activities are scheduled. the Scheduling Module.Describe how important sites are, and Identify the important role and of thehow to associate resources to a site. Also Service Activity Scheduling Engine anddescribe how to enforce same-site Scheduling Process.restrictions on a resource selection rule. Show how to create and modify ServicesConfigure resources and build selection and Selection Rules for the resources thatrules to perform capacity scheduling. are required to perform a service activity.Describe how to create and manage Include customer preferences whenservice activities. service activities are scheduled.

Describe how important sites are, and howto associate resources to a site. Alsodescribe how to enforce same-siterestrictions on a resource selection rule.


Configure resources and build selectionrules to perform capacity scheduling.Describe how to create and manageservice activities.

lineProvide examples of customer scenarioswhere the Customer Service capabilities ofMicrosoft Dynamics CRM can be applied.Understanding the Process Ribbon andMenu OptionsCase Resolution, Canceling and DeletingAssigning Case RecordsOther Actions on Cases From Forms andViewsWorking with the Subject TreeWorking with the Case List and ViewsLab :Case Resolution ProcessingCreate a caseAssociate a phone call with the caseResolve the caseAfter completing thismodule, students will be able to:Discuss the steps that are required tocreate a new case.Explain the case to resolution process andhow it can be used effectively.Examine the effect of the activities and theprocedures that are used for theknowledge base.Creating, Approving and PublishingArticlesUsing and Searching the Knowledge BaseCases and Knowledge Base ArticlesSending Knowledge Base ArticlesLab :Managing Knowledge Base ArticlesCreate, Submit, and Publish a KnowledgeBase Article.After completing this module,students will be able to:Create, activate, deactivate, and deleteKnowledge Base article templates.Examine the complete process to create,edit, and publish Knowledge Base articles.Search for Knowledge Base articlesthrough the Workplace, Service Area, andAdvanced Find.Search Knowledge Base articles from acase record.Use Knowledge Base articles to helpresolve cases.Create and maintain Queues and QueueItems.Work with Routing Queue items. Thisincludes Adding, Working on, andReleasing.Creating and Working with ContractsUsing Contracts with CasesLab :Resolving a Case with a ContractCreate a Contract TemplateCreate a Contract using a ContractTemplateOpen a case and associate a contractCreate and Close an Appointment Activitya With the CaseResolve the CaseAfter completing thismodule, students will be able to:


Understand and explain the components ofcontracts.Create and manage contract templates.Create and manage contracts.Understand the role of contract lines andadd contract lines to a contract.Associate contracts with cases andunderstand the case resolution processwhen contracts are used.Customer Service Charts and DashboardsCustomer Service Goals and MetricsLab :Goals and Goal MetricsModify a Goal Metric to Includein-Progress CasesAfter completing thismodule, students will be able to:Work with the preconfigured servicemanagement reports.Build personal and system charts anddashboards to provide insight intoimportant service managementinformation.Use the Goal Management features tocreate and manage goals for servicemanagement.Service Scheduling TerminologyService Scheduling ProcessResources, Services and Selection RulesInclude Customer PreferencesUnderstand Sites and Same-SiteRequirementsManage Business ClosuresExplain the Service Activity SchedulingEngineWorking with Service Activities and theService CalendarClose, Cancel, or Reschedule a ServiceActivityLab : Schedule a Service by Usinga Same-Site RequirementCreate a Service Activity based on aSame-Site Requirement Service.Aftercompleting this module, students will beable to:Explain common scenarios where theScheduling Module can apply.Define the context of the basic elements ofthe Scheduling Module.Identify the important role and of theService Activity Scheduling Engine andScheduling Process.Show how to create and modify Servicesand Selection Rules for the resources thatare required to perform a service activity.Include customer preferences whenservice activities are scheduled.Describe how important sites are, and howto associate resources to a site. Alsodescribe how to enforce same-siterestrictions on a resource selection rule.Configure resources and build selectionrules to perform capacity scheduling.Describe how to create and manageservice activities.


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