- الموقع: 24 Strand Street Great, Dublin, Ireland - أيرلندا
- مدة الدورة التدريبية: 1 Day
تفاصيل الدورة
Students will learn how to use the knowledge base and discusses how organizations can browse, locate, and share information in the repository. The course also discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.
Course Outline
1 - Introduction
- Getting Started with Service Management
- Cases and the Service Management Process
- Queues and Contracts in Service Management
- Working with Cases in the Case Grid
- Lab : Assigning Cases and Default Queues
2 - Working with Cases and Contracts
- Creating Case Records
- Working with Cases
- Contracts and Contract Templates
- Creating and Working with Contracts
- Using Contracts with Cases
- Lab : Resolving a Case with a Contract
3 - Using the Knowledge Base
- Article Templates
- Creating, Approving and Publishing Articles
- Using and Searching the Knowledge Base
- Cases and Knowledge Base Articles
- Lab : Managing Knowledge Base Articles
4 - Working with Teams and Queues
- Introduction to Teams
- Introduction to Queues
- Creating and Managing Queues
- Working with Queues and Queue Items
- Using Workflows with Queues
- Lab : Routing Cases to Queues
5 - Analysis, Reporting and Goals
- Service Management Reports
- Service Management Charts and Dashboards
- Goal Management for Service
- Lab : Goal and Goal Metrics
Target Audience: This course is designed for new partners and customers of Microsoft Dynamics CRM that want to learn about the available service management features in the Microsoft Dynamics CRM product.
تحديث بتاريخ 08 November, 2015نبذة عن معهد New Horizons Ireland
With a very convenient location next to Jervis street in Dublin 1, we offer a wide range of IT and business skills courses and we can also send our instructors to your location.
We are 100% Irish owned, but we are also part of the largest independent IT Training Provider, New Horizons Computer Learning Centres who deliver more courses than any other IT training company.
Because we're local, we understand the needs of business and individuals in our community. Whether you choose to take classes in person or online, you're always welcome to call or stop by.
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