Collection 8941: Service Management in Microsoft Dynamics CRM Live

This collection examines the processes and functionality used by Service managers and Service representatives. The collection introduces the core Service Management concepts, including the use of Contracts, Cases, the Knowledge Base, and Queue management. The objective of this collection is to provide students with an understanding of the following Service Management topics: - Contracts, Cases, Knowledge Base, and Queue management - Service Management functionality including case routing, Knowledge Base article and article template creation, linking cases to contracts, and using queues.This training is targeted toward customer service representatives, administrators, office managers, CEO’s, and consultants interested in Microsoft Dynamics CRM Service Management functionality.

Source: http://learning.microsoft.com:80/Manager/ResourceDetails.aspx?resourceId=caa6fdf4-cfc9-11dc-95ff-0800200c9a66&clang=en-US&brand=Learning