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Microsoft CRM 3.0 Scheduling - 8524A_B

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					Appendix B: Lab Solutions

APPENDIX B: LAB SOLUTIONS
Lab 1.1 − Microsoft CRM Modules
Answers Scenario Create a customer assistance policy Create target customer lists Service Activities calendar Manage and track communications between salespeople and customers. Plan and execute campaigns Call routing and assignment and queue management Prospect and qualify leads Module c. Service Management b. Marketing Automation d. Service Scheduling a. Sales Management

b. Marketing Automation c. Service Management a. Sales Management

Lab 1.2 − Working with Records
Step-by-Step
Follow these steps to create the Account Record: 1. In the Navigation Pane select Accounts. 2. Click New. 3. On the General tab, type the Company name Contoso, Ltd. and Telephone: 555-4567. 4. Click the Addresses tab, complete the City: Dallas, and State/Province: Texas. 5. Click Save.

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Follow these steps to create the new Contact Records: 1. Click the lookup button for Primary Contact. Click New to create a new contact record. Complete the First Name and Last Name fields for Christian Hess and click OK. 2. Click OK to return to the Account form. 3. Double-click on Christian Hess' name in the Primary Account field and complete the field Job Title: Purchasing Manger. 4. Click Save and Close to close the Contact record. 5. From the actions menu select Add Related Contact. 6. Enter the information for Bobby Moore. His job title is Service Manager. 7. Click the Notes tab. Type the text for the note: Bobby Moore is an avid golfer. 8. Click Save and Close.

Lab 1.3 − Accounts and Contacts
Answers Scenario A Microsoft CRM user will be working with the legal consul regarding some upcoming deals and would like to put the information for the company lawyer in the CRM system. A Microsoft CRM user has established a relationship with a new company that they have not done business with before. A Microsoft CRM user received correspondence from a new employee at an existing customer. An existing customer has a new warehouse where they would like orders shipped. Billing still is sent to the main address. Record Type d. Contact

a. Account

c. Contact for an existing account

b. Address

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Lab 2.1 − Synchronization in the Microsoft CRM Client for Outlook
Step-by-Step
Using the information discussed in the Goal Description, update the contact information for Ranjit Varkey Chudukatil with the Great Bicycle Shop, and then set synchronization options for the automatic synchronization with Outlook, and synchronize the CRM items in your outlook folders every twenty minutes, and then Synchronize Outlook with CRM. 1. Log into the workstation as the System Administrator, if not already and launch Microsoft® Outlook®. Make sure the user is 'online' with the Microsoft CRM Client for Outlook Login Username Password roger Pa$$w0rd

2. Navigate to the area that you would like to work with. For example: Workplace, click Marketing, 3. Click Contacts. 4. Select Active Accounts from the View menu. 5. Select R from the Microsoft CRM Alphabet bar. 6. Open the contact record for Ranjit Varkey Chudukatil. 7. Update Ranjit Varkey Chudukatil's contact record with the information in the following table. Address Name Street 1 City State/Province Zip/Postal Code Address Type MAIN STORE 3456 SE 272nd St Kent WA 20939 Primary

8. Save and close the contact record when finished. 9. Navigate to the CRM toolbar, and select Options. 10. Select the Synchronization tab from the Set Personal Options dialog box.

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11. Select to Synchronize the CRM items in my Outlook folders every 20 minutes. 12. Click OK. 13. Navigate to the CRM toolbar, and select Synchronize with CRM.

Lab 3.1 − Scheduling Terminology
Scheduling Terminology Time Type Time Block Calendar Resource Resource Group Appointment Schedule Capacity A B C D E F G H Description A H C F F B E G Used to describe a time span, and may also contain additional properties. Used to describe a schedulable entity that has its own calendar and restraints. Used to describe a set of rules that describe working hours or schedule. Used to describe a commitment representing a time interval bound to a set of resources. Used to describe the primary engine interface that is a core component of the Service Management module. Used to describe a collection of resources that supports partial scheduling for group members. Used to describe a scheduling reserve for participating resources that can be blocked or partially consumed for an appointment. Used to describe Free/busy/working hours and tentative times.

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Lab 4.1 − Scheduling a Service Activity for a Case
Step-by-Step
Using the information discussed in the Goal Description create a new service, add resource, site and time information Microsoft CRM.

Instructions
1. Log on to the Microsoft CRM Web Application as Roger Van Houten. User ID: Roger, Password: Pa$$w0rd. 2. In the Navigation Pane, click Service. 3. Click Cases. Change filter to 'Active Cases.' 4. Open the case titled 'Wheel alignment problem' the case number is: CAS-01035-B16Q6X, for the customer Eleventh Bike Store. 5. To schedule a service activity for this case, click Activities on the left side of the case window. 6. Click New Activity. From the options available in the dialog box that displays, select Service Activity. 7. Fill in the subject as "Overhaul activity for Eleventh Bike Store" for the service activity. Select "Total Overhaul" as the service. 8. Click Schedule on the top menu bar. 9. Set the start date as "As soon as possible" and the start time as "Any time." Click Find Available Times. 10. The search results show a list of possible service scheduling options. Select the topmost slot and click Schedule. 11. Save and close the activity window. The activity has been scheduled for this case and assigned to Chris Perry, the Bike service technician.

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Lab 4.2 − Create and schedule a service activity
Step-by-Step
Using the information discussed in the Goal Description create a new service, add resource, site and time information Microsoft CRM.

Instructions
1. Log on to the Microsoft CRM Web Application as Roger Van Houten. User ID: Roger. Password: Pa$$w0rd. 2. Navigate to the Calendar area. Use this page to view or create appointments by the day, week, or month. 3. Select Create a New: Service Activity. The Service Activity form opens. 4. Use the information in the following table to complete the Service Activity form. You can type the information you are looking for in the Look For box, and then click Find. Then, select the records you want from the Available records list, and move them to the Selected records list. Subject Service Site Customer Resources 5. Click Schedule. 6. Click Find Available Times, and then use the following table to complete the form. Duration Start Date Start Time Resources Use Default Duration As Soon as Possible Range of Times Judith Walker Bike Training Service for Cycles and Scooters Bike Training Service Western Region Service Center Cycles and Scooters Judith Walker

7. Schedule the Service to start at 1:00 PM one week from today's date, and the schedule should end at 4:00 pm. To find an available time select the arrow to move to the records displayed on Page 2. 8. Save and close the Service Activity form when finished.

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Lab 4.3 − Follow up on appointments, adding notes and changing service statuses
Step-by-Step
Using the information discussed in the Goal Description add notes to, and change the status of a service activity in Microsoft CRM.

Instructions
1. Logon Microsoft CRM Web Application as Chris Perry. User ID: Chris, Password: Pa$$w0rd. 2. Chris has completed the service appointment "Removing and Replacing the Cogs" for the customer More Bikes! And, he wants to change the status and add his notes to this appointment. 3. Under the activities for yesterday, you will find the activity "Removing and replacing the cogs." 4. Open the service appointment. Add the note "Successfully replaced cogs" in the Notes section. 5. Click Actions on the top menu, and click Close Service Activity. Select Completed from the Status drop-down list and click OK to save the changes. 6. Save the appointment and close the window.

Lab 5.1: User Work Schedules
Instructions
In this activity you will find the missing word from each one of these sentences. 1. Weekly Schedule form can be used to set resources working hours, and working days. 2. Scheduling Administrator can set a reoccurring schedule that can be the same for same work day or varied for each work day. 3. By default, when users are created or upgraded, they will have a 24/7working hour's calendar. 4. As part of setting Working Hours for the resource, the Scheduling Administrator can decide whether the resource should observe business closures or not. 5. In Microsoft CRM, a billing day is based on the working hours set up in Personal Options.

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6. You can schedule a regular period of time during a workday when a resource is not available to be scheduled for a service activity. 7. You can restrict when a resource is available for a specific service. 8. The service appointment has a time zone, also known as the corresponding appointment location.

Lab 5.2 − Create Business Closures
Step by Step Instructions
Use the information provided in the goal description to set a business closure in Microsoft CRM for Adventure Works Cycle. 1. Log on to the Microsoft CRM Web Application as Roger Van Houten. Login Username Password Roger Pa$$w0rd

Steps
1. In the Navigation Pane, click Settings. 2. Under Settings, click Settings, and then in the Settings Area, click Business Closures. 3. On the Actions bar, click New. 4. In the Schedule a Holiday dialog box, in the Name box, type "New Year's Eve." 5. As the closure is an all day event, select the All Day check box. Microsoft CRM will automatically enter duration of 1 day. 6. To save this business closure, click OK.

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Lab 5.3 − Remove a resource from the Scheduled Service
Step by Step Instructions
Use the information provided in the goal description to temporarily remove a resource from the schedule. 1. Log on as the System Administrator. Login Username Password Crmadmin Pa$$w0rd

2. In the Navigation Pane, click Settings. 3. Under Settings, click Settings. Then, in the Settings area, click Business Unit Settings, and click either Users or Facilities/Equipment. 4. In the list, open the resource you want. 5. Under Details, click Work Hours. 6. On the Monthly View tab do the following: – – – Select today's date on the calendar. On the Actions toolbar, on the Set up menu, click Time Off. In the time off dialog box, complete the following boxes: o Reason − Type a short explanation for the resource's absence. For example: Mathew Perry is out of the office due to illness. o All Day − As the resource is not available for the entire day select this check box. o Duration − If you do not want to calculate the end date, select the number of days, in this case the duration is three business days from today. o Time Zone − As Mathew is in the same time zone Microsoft CRM automatically adjusts the times on the calendars.

7. Click OK.

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Lab 6.1 − Create a Service, and add Resources
Step-by-Step Instructions
Use the information provided in the goal description to create a service and add resources. 1. Start Microsoft CRM with a Microsoft CRM System Administrator. Login Username Password Crmadmin Pa$$w0rd

2. In the Navigate Pane go to Settings and select Services. 3. Select the New button from the Action toolbar. 4. Enter the information from the provide table for the new service. Name Initial Status Reason Description One Time Free of Charge Service Requested A one time free of charge service for all customers who purchased bikes within the last month 1 hour 15 minutes

Default Duration Start Appointment Every

5. Click the Required Resource tab to enter the information from the provide table. Required Resources Required Resources Chris Perry Mathew Pereira

6. Click Save and Close to save and close the new service form.

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Description: Microsoft CRM 3.0 Scheduling - 8524A