Service Scheduling in Microsoft Dynamics CRM 2011 (80293)

Vendor:

Subject:

ERP [2]

Course Contents:

Module 1: IntroductionThis module discusses the scheduling process, scheduling engine, and scheduling service activities in detail since they are key entry points in the scheduling process.Lessons

Service Scheduling Overview
Service Scheduling Scenarios
Service Scheduling Process
Working with Service Activities and the Service Calendar
Closing, Canceling, or Rescheduling a Service Activity
Using Charts and Reports to Analyze Service Activities

Lab : Create a Service Activity with a Selection RuleAfter completing this module, students will be able to:

Discuss key service scheduling concepts.
Compare service scheduling business scenarios.
Understand the service scheduling process flow.
Set up a Work Schedule for a User, Facility or Equipment.
Create service activities and navigate and book service activities in the Service Calendar.
Close, cancel or reschedule service activities
Analyze service activity information using charts.

Module 2: Advanced TopicsThis module presents how to use service scheduling in situations that have complex scheduling requirements.Lessons

Understanding the Service Activity Scheduling Engine
Resources, Services and Selection Rules
Incorporating Customer Preferences
Resource and Service Capacity Requirements
Understanding Sites and Same-Site Requirements

Lab : Schedule a Service with a Same-Site RequirementAfter completing this module, students will be able to:

Identify the role and importance of the Service Activity Scheduling Engine.
Explain how service activity records synchronize with Microsoft Office Outlook in Microsoft Dynamics CRM.
Create and modify Selection Rules for the resources required to perform a service activity.
Incorporate customer preferences when scheduling service activities.
Configure resources and build selection rules to perform capacity scheduling.
Describe the importance of sites, how to associate resources with a site, and how to impose same-site restrictions on a resource selection rule.

Objective:

This course discusses the scheduling process, scheduling engine, and scheduling service activities in detail since they are key entry points in the scheduling process. It also discusses how to use service scheduling in situations that have complex scheduling requirements.

Prerequisites:

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.

Benefits:

At Course Completion
After completing this course, students will be able to:

Identify key service scheduling concepts
Compare service scheduling business scenarios
Understand the service scheduling process flow
Set up work schedules for users, facilities or equipment
Close, cancel or reschedule a service activity
Learn how service activity records synchronize with Microsoft Office Outlook
Incorporate customer preferences when scheduling service activities

Audience:

This course is designed for new partners and customers of Microsoft Dynamics CRM that want to learn about the available service scheduling features in the Microsoft Dynamics CRM product.

Materials Available:

Yes

Duration:

8 hours

Service Scheduling in Microsoft Dynamics CRM 2011 (80293)

Business Analysis (BA)

Six Sigma

Project Management (PMP®)

ITIL®

Quality Assurance (QA)