There was a very interesting blog post on the Microsoft blog this week called Resources for Customer Service it had a link to a couple of articles on the Microsoft Dynamics CRM resource centre, which I think has some of the best articles explaining how to use CRM for new users on the internet.
If Microsoft could arrange these into a user manual it would be fantastic and really help users get up and running with CRM 2011 quickly and easily. The problem I have at the moment is there are lots of great articles but they are not easy to find unless you search for them.
This is an example of the case workflow on CRM resource centre, it explains it much better than talking or writing about it in my opinion
There are two great resources for CRM 2011 users using the Service section of CRM.
below are the contents for the On Premise version, I think it covers a lot of the basic knowledge the user will need to get started and have a good overview of the calls/cases in CRM.
9 steps to get started with customer service
These are the nine key things you should know about the customer service features of Microsoft Dynamics CRM, including terminology, quick tips, and using reports.
7 steps to get started with managing services
These are the key things you should know about managing services in Microsoft Dynamics CRM, including terminology, quick tips, and using reports.
Follow the life cycle of a case
Learn how to follow a case from initiating activity to resolution.
Organize and track your activities
Activities are used to track and record your interactions with customers. Follow an activity through a complete life cycle, from creating the activity though closing.
Track work items in queues
Track work items, such as activities or cases, using queues.
Learn how to manage human and physical resources when creating customer service calls.
Maximize your productivity
Video: Getting started with cases
This video explains how cases can help you know your customer and provide better customer service. Length: 2:53 minutes
Video: Simplify scheduling with services
In this video, you can learn how services can help you schedule service activities for your customers faster and more accurately. Length: 2:35 minutes
Video: Improve customer service with contracts
This video introduces you to how contracts and contract lines can help you provide better customer service. Length: 2:18 minutes
Video: Organize and centralize articles for your business
This video explains how to make critical knowledge available to everyone in your organization by capturing it in articles. Length: 2:06 minutes
Everyone can personalize Microsoft Dynamics CRM. Know the personalizations that everyone can perform so that you can focus on customizations that affect the entire organization.