Module 1: Microsoft CRM Concepts

This chapter describes the overall solution of Microsoft CRM and the benefits to an organization.

Lessons

• Microsoft CRM Modules
• Accessing Microsoft CRM
• Customer Records
• Customer Relationships
• Understanding customization availability

Module 2: Microsoft CRM Client for Outlook

This chapter examines how the Microsoft CRM Client for Outlook works, how the functionality is similar to the web client, and how to work in the Outlook Client interface.

Lessons

• Identifying the functionality available in the Microsoft CRM Client for Outlook
• Navigate within the Microsoft CRM client for Outlook user interface
• Navigate within the Microsoft CRM client for Outlook user interface
• Create and manage Microsoft CRM records and activities in Outlook

Lab : Synchronization in the Outlook client

Module 3: Service Management Life Cycle

This chapter discusses a basic service management process starting with resolving a case for an existing customer.

Lessons

• Understand the service management process flow in Microsoft CRM
• View a demonstration of the service management process

Module 4: Contract Management

This chapter looks at the Microsoft CRM Contract Management, and discusses how organizations can use service level agreements to determine customer entitlement.

Lessons

• Understand the Contract life cycle
• Understand the role of Contracts and Contract Lines
• Create, manage, and define Contracts and Contract Templates

Module 5: Case Management

This chapter looks at the Case Management, and discusses how organizations can use cases to track, and resolve customer related issues.

Lessons

• Understand the lifecycle of a case
• Understand the effects of Case routing
• Create, modify, assign, share, and resolve cases

Module 6: Creating a Knowledge Base

This chapter looks at the Microsoft CRM Knowledge Base, and discusses how organizations can browse, locate and share information in this repository.

Lessons

• Recognize the purpose of the Microsoft CRM Knowledge Base.
• Understand the life cycle of Knowledge Base articles.
• Create Knowledge Base articles and article templates.
• Create, submit reject, and publish Knowledge Base articles.

Module 7: Managing Service Queues

This chapter takes a look at the process of managing service queues in Microsoft CRM, and discusses how to create, manage, and use queues based on how an organization is structured.

Lessons

• Understand the flow of cases and activities through queues
• View and explore queues
• Assign and Accept queue items
• Create, Edit and Delete public queues
• Understand case routing and queues