Case Management Training

CRM Dynamics 365

Case Management Training

Duration: 1 day

 

Summary: The Case Management Training Course starts with the administrator functions and then from a user viewpoint, looks at how to progress a case from initial logging through to closure.

Pre-requisites: All delegates should be familiar with using a PC and Windows applications, but no prior knowledge of Microsoft Dynamics CRM is assumed, although attendance on the Foundation Course would be a benefit.

Contents

What you will learn

Introduction to Dynamics

Introduction to Dynamics

Searching for Records

Searching for Records

Creating and Updating Records

Creating and Updating Records

Overview of Views & Charts

Overview of Views & Charts

Holiday & Customer Service Schedules

Holiday & Customer Service Schedules

Service Level Agreements

Service Level Agreements

Entitlements

Entitlements

Queues

Queues

Articles

Articles

Creating Cases

Creating Cases

 

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