Module 1: Microsoft CRM Concepts

This chapter describes the overall solution of Microsoft CRM and the benefits to an organization. There is a brief overview of each of the available modules. The chapter also discusses the concepts, tasks, navigation, and functions that are used throughout the product.

Lessons

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

Module 2: Microsoft CRM Client for Outlook

This chapter discusses how the Microsoft CRM Client for Outlook works, how the functionality is similar to the web client. It provides information on how to work in the Outlook Client interface. The lesson begins by identifying the functionality available in the Outlook Client, and then discusses how to use the functionality.

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 Scheduling Life Cycle

This chapter discusses a basic service scheduling process starting with defining a service. The Service Manager creates the service, and ensures that the appropriate resources are added to the service. Once this process is complete the Service Representative can schedule a service activity.

Lessons

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

Module 4: Scheduling Services for Your Customers

This chapter discusses the scheduling process scheduling service activities in detail since this is a key entry point in the scheduling process. The lesson begins by scheduling services, and then discusses the other activities related to scheduling.

Lessons

• Navigate and book service activities in the Service Calendar
• Schedule a service activity for your customers
• Close, Cancel or reschedule a service activity
• View service activities and appointments
• Set Customer preferences for a service activity

Module 5: Maintaining User and Resources

This chapter discusses the scheduling administration and set up process, and administrative activities in detail since this is a key entry point in the scheduling process. The lesson begins by selecting the working hours for your business, resources and so on, and then discusses the other activities related to ensuring that the scheduling engine as all required information to begin the scheduling process.

Lessons

• Understand the concepts of scheduling users and other resources in Microsoft CRM
• Set up a schedule for a user, facility or equipment
• Create, and Add users, facility or equipment to a resource group
• View schedules for resources
• Remove resources from the scheduled services
• Set or edit business closures

Module 6: Defining Services

This chapter discusses defining the services that your organization provide, and how resources are added to these services to ensure that Microsoft CRM selects the appropriate resource. The lesson begins by defining rules and resources for services, and then discusses the other activities related to adding the appropriate resources to perform the service activities.

Lessons

• Define rules and resources for services
• Create or edit a service

Lab : Create a Service, and Add Resources