Service Management in Microsoft Dynamics CRM 2011 (MOC 80292)

Gki Srl
A Milano e Roma

Chiedi il prezzo
Vuoi parlare del corso con un consulente?
Confronta questo corso con altri simili
Leggi tutto

Informazione importanti

Descrizione

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.

Ci specializziamo nella progettazione di soluzioni IT redditizie e nell'implementazione di concetti.I risultati dei nostri impegni nella consulenza sono tangibili e misurabili, in quanto aiutiamo a mettere in sicurezza e migliorare il successo dei nostri clienti.

Informazione importanti
Sedi

Dove e quando

Inizio Luogo
Settembre
Milano
Via Frigia 27, 20126, Milano, Italia
Visualizza mappa
Consultare
Roma
Via Paolo Di Dono, 73, 00142, Roma, Italia
Visualizza mappa

Cosa impari in questo corso?

Management
Microsoft Dynamics
CRM

Programma

Chi dovrebbe partecipare

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.

Prerequisiti

Before attending this course, students must have:

  • General working knowledge of customer relationship management
  • General understanding of business processes
  • General working knowledge of Microsoft Windows.
Obiettivi del Corso

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.
Contenuti del Corso

This course introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. You will learn how to use the knowledge base and discusses how organizations can browse, locate, and share information in the repository. It also discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.

Currently no training dates

Oggi gli architetti IT, i decision maker e i network managers si trovano ad affrontare una sempre più crescente varietà di nuove tecnologie, soluzioni e prodotti per l'informazione e le infrastrutture di comunicazione. Sviluppiamo soluzioni enterprise personalizzate ed economicamente efficaci che sfruttano al massimo il potenziale delle nuove tecnologie. Tutte le nostre soluzioni sono focalizzate su standard internazionali.


Confronta questo corso con altri simili
Leggi tutto