KT-80292 Service Management in Microsoft Dynamics CRM 2011 - Course 80292 Training - Minneapolis, Minnesota IT MN Technical Financial New York, NY
Knowledge Transfer Microsoft Certified Silver Training Partner CPLS
Knowledge Transfer is a Microsoft Certified Silver Learning Partner
Oracle University


Microsoft Certified Training Partner CTEC
Search for a Course Topic:
Public Courses
Corporate Services & Training



 Course Search
Course #

 Training Delivery
Training Delivery
Custom Curriculum
Course List
 Main Menu
View Courses
Site Index

Service Management in Microsoft Dynamics CRM 2011 - Course 80292


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.

At Course Completion

After completing this course, students will be able to:
- Use some of the most common service management applications of Queues and Contracts.
- Work with cases in the case grid.
- Understand the steps required to create a new case.
- Create and manage contract templates.
- Create and manage contracts.
- Add contract lines to a contract.
- Associate contracts with cases.
- Create, activate and deactivate, and delete Knowledge Base article templates.
- Search articles from within a case record and utilize articles to resolve cases.
- Create, manage and work with Teams.
- Define steps involved in creating and managing queues.
- Work with queue items.
- Build personal and system charts and dashboards to provide insight into important service management information.

Click here to view the Course Outline

Before attending this course, students must have:

  • General knowledge of Microsoft Windows
  • General knowledge of Microsoft Office
  • An understanding of Customer Relationship Management solution processes and practices
1 Days  

View Printer Friendly Page


To Inquire About Future Classes

Request a class date

if one is not scheduled.