M8523: Microsoft CRM 3.0 Service Management

1 Day Course
Hands On
Official Microsoft Curriculum
Code M8523

This course has been retired. Please view currently available Microsoft.NET Enterprise Servers Training.


Hide all

Microsoft CRM Concepts (5 topics)

  • Microsoft CRM Modules
  • Accessing Microsoft CRM
  • Customer Records
  • Customer Relationships
  • Understanding customization availability

Microsoft CRM Client for Outlook (4 topics)

  • Identifying the functionality available in the Microsoft CRM Client for Outlook
  • Navigate within the Microsoft CRM client for Outlook user interface
  • Navigate within the Microsoft CRM client for Outlook user interface
  • Create and manage Microsoft CRM records and activities in Outlook

Service Management Life Cycle (2 topics)

  • Understand the service management process flow in Microsoft CRM
  • View a demonstration of the service management process

Contract Management (3 topics)

  • Understand the Contract life cycle
  • Understand the role of Contracts and Contract Lines
  • Create, manage, and define Contracts and Contract Templates

Case Management (3 topics)

  • Understand the lifecycle of a case
  • Understand the effects of Case routing
  • Create, modify, assign, share, and resolve cases

Creating a Knowledge Base (4 topics)

  • Recognize the purpose of the Microsoft CRM Knowledge Base.
  • Understand the life cycle of Knowledge Base articles.
  • Create Knowledge Base articles and article templates.
  • Create, submit reject, and publish Knowledge Base articles.

Managing Service Queues (5 topics)

  • Understand the flow of cases and activities through queues
  • View and explore queues
  • Assign and Accept queue items
  • Create, Edit and Delete public queues
  • Understand case routing and queues


Before attending this course, students must have: - General knowledge of Microsoft® Windows® - An understanding of Customer Relationship Management solution processes and practices

Course PDF