Microsoft CRM 3.0 Service Scheduling
(Microsoft Training Course: 8524) - 1 day - £600 exc VAT

This course explores the Microsoft CRM application from a user's perspective. It teaches the processes and functionality used by service scheduling managers and service schedulers. It is targeted toward service schedulers, administrators, office managers, CEO's, and consultants who want to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality.

1. Microsoft CRM Concepts
2. Microsoft CRM Client for Outlook
3. Service Scheduling Life Cycle
4. Scheduling Services for Your Customers
5. Maintaining User and Resources
6. Defining Services

---

Supplementary Information This course is written in an older version of Microsoft Dynamics CRM and we therefore no longer schedule it. However, if there is a specific requirement for CRM 3.0, then we could run a course, subject to demand. Please call for details. The updated course is 8913: Applications in Microsoft Dynamics CRM 4.0.

---

Module 1: Microsoft CRM Concepts

• Microsoft CRM Modules
• Accessing Microsoft CRM
• Customer Records
• Customer Relationships
• Understanding customization availability
• Lab: Working with Records
• Lab: Accounts and Contacts

Skills

• Understand the overall solution that Microsoft Dynamics CRM provides and the functionality and purpose of the Microsoft CRM modules.
  
• Log on to Microsoft CRM.
  
• Understand the relationship between account and contact records in Microsoft CRM.
  
• Understand the types of relationships that can be created between records.
  

top

---

Module 2: Microsoft CRM Client for Outlook

• 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

Skills

• Identify the functionality available in the Microsoft CRM Outlook client.
  
• Understand how to navigate the user interface of the Microsoft CRM Outlook client.
  
• Understand how the Outlook client synchronizes with Microsoft Outlook and the Microsoft CRM Server and also to how to take the Outlook client offline and online.
  
• Understand how to differentiate between Microsoft CRM and Outlook records and how the different record types are managed in the Outlook client.
  
• Understand how to create mail merge documents for the available record types in the Microsoft CRM Outlook client.
  

top

---

Module 3: Service Scheduling Life Cycle

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

Skills

• Understand the service scheduling process flow in Microsoft CRM.
  
• Complete an overview of the service scheduling process including the following tasks: Create a service, Adding a resource to the schedule, Schedule the service, and Run reports to check for service scheduling activity levels.
  

top

---

Module 4: Scheduling Services for Your Customers

• 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
• Lab: Scheduling a Service Activity for a case
• Lab: Create and Schedule a Service Activity
• Lab: Rescheduling, Closing or Canceling a Service Activity
• Lab: Follow up on appointments, adding notes, and changing service statuses

Skills

• Understand service scheduling.
  
• Book se rvice activities in the service calendar.
  
• Schedule service activities.
  
• View service activities in the appointment book.
  
• Close, cancel or reschedule a service activity.
  
• Search for service activities and resources.
  
• Set scheduling activity preferences.
  
• Find customer information.
  
• Print service information.
  

top

---

Module 5: Maintaining User and Resources

• 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
• Lab: User Work Schedules
• Lab: Create Business Closures
• Lab: Remove a resource from a scheduled service

Skills

• Set up user, facility and equipment work schedules.
  
• Create resource groups.
  
• Add users, facility, or equipment to a resource group.
  
• View schedules for resources.
  
• Remove resources from the schedule.
  
• Set business closures.
  

top

---

Module 6: Defining Services

• Define rules and resources for services
• Create or edit a service
• Lab: Create a Service, and Add Resources

Skills

• Define rules and resources for service activities.
  
• Create or modify a service.
  

top

---

Before attending this course, students must have the following pre-requisites:

• A general knowledge of Microsoft Windows.
• An understanding of Customer Relationship Management solution processes and practices.

After completing this course, students will be able to understand the Microsoft CRM User Interface and application terminology; Be able to use options to personalize the Microsoft CRM User Interface and personal settings; understand basic and advanced navigation and record maintenance; use Microsoft CRM Client for Outlook functionality and synchronization; use Account, Contact, and Activity record management; understand Service Scheduling functionality including Scheduling Services, Scheduling Administration, and Defining Services; understand Microsoft CRM Advanced Find functionality to evaluate customer data.

This course is written in an older version of Microsoft Dynamics CRM and we therefore no longer schedule it. However, if there is a specific requirement for CRM 3.0, then we could run a course, subject to demand. Please call for details. The updated course is 8913: Applications in Microsoft Dynamics CRM 4.0.