All of the courses, including this one which makes up part of the five-day, 'Fast Track' suite of courses share the same, rolling scenario.
This course, in common with its companion courses, uses structured Walkthroughs throughout each module to put into practice what has just been introduced by the trainer. There's also a Lab at the end of each module with 'high-level' requirements as well as detailed, step-by-step instructions.
A number of the modules in the Fast Track set of courses incorporate a 'Stretch Yourself' lab for more advanced delegates or for those who simply work at a faster rate than other delegates.
After each module's lab(s), a set of questions are posed to test delegates' understanding of the material introduced in the module.
There are no pre-requisites for this course.
Please note: Before attending this class delegates must have a Microsoft account (signing up one is free). The instructions on how to set up a Microsoft account can be found here.
On completion, delegates will learn how to:
Establish Service Management within their organisations on a firm foundation of:
Delegates will also make use of a Subject Tree for classification purposes, and the Knowledge Base to provide Service Personnel with supporting information to help with Case Resolution.
Analytics will be supported by a specific module covering Reports, Charts and Goal Management.
In the final module, Delegates will learn how to implement a Service, assembling Resources, checking Capacity and timetabling Service Provision.
Module One: Introduction to Service Management
The first module also introduces the rolling scenario used through this course. (This scenario is also used by the companion Sales Management course . These two courses, taken together, make up the set of CRM 'Applications' courses that can be packaged with the CRM 2015 Customisation and Configuration course ) into a five-day 'Fast Track' experience.
In this module, delegates be introduced to each of the fundamental record types which underpin service provision. There are no Walkthroughs in Module One
Module Two: Building a Knowledge Base
There is a single Walkthrough in this module, designed to step delegates through the important first step in creating an Article:
The second module examines the process of designing templates to support the creation of KB Articles. Delegates will examine the entire process, from creating a Draft Article using a Template they've created, through the submission of the Draft Article for approval, to final Publication. The module also covers the range of search techniques in place to find specific KB Articles.
Module Three: Case Management
The third module examines the different ways in which a Case can be efficiently handled and resolved. Delegates will examine the structure of the CRM 2015 Case form (including the Quick Create Case form). Particular attention will be paid to the Process Ribbon as a way of guiding Users through an important series of steps, from Identification of an issue, through Research to Resolution.
There's discussion of the differences between Merging Cases and establishing a Parent/Child Case relationship. There are Walkthroughs throughout the module, designed to step delegates through important topics:
Lab One: Merging Cases.
Module Four: Service Level Agreements and Entitlements
This module looks into the ways in which a service-driven organisation can constantly assess their commitment to service provision against a well-established set of metrics (KPIs). Module Four focuses first of all on the Service Level Agreement, discussing the benefits of choosing an Enhanced over a Standard SLA, and in the second part of the module, examines Entitlements which can tailored to a Customer's precise requirements.
Walkthroughs in this module include:
Module Five: Reports, Charts and Goals
Walkthroughs in Module Five include:
Module Six: Service Scheduling
The final module departs from Service Management issues to explore Dynamics CRM 2015's ability to schedule Service Provision, offering a range of appointment types. The Service Calendar is used to make and track booking for the delivery of requested services.
Resource Rules can be defined to provide the necessary balance of resources required to provide a service, and individual resources can be assembled into dynamic Resource Groups.
There is a single Walkthroughs in the final module: