Microsoft Dynamics CRM Course page 

Microsoft Official Course 80293 – Service Scheduling in Microsoft Dynamics CRM 2011

Course Description

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.

Who Should Attend

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.

Course Outline

Module 1: Introduction

This 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

Module 2: Advanced Topics

This 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

Labs

Lab: Create a Service Activity with a Selection Rule
Lab: Schedule a Service with a Same-Site Requirement

What You’ll Learn

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
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