M8913: Microsoft Dynamics CRM 4.0 Applications

Prerequisites:

Before attending this course, delegates must have:

- General knowledge of Microsoft Windows
- An understanding of Customer Relationship Management solution processes and practices

Course Description:

This three-day instructor-led course, Applications in Microsoft Dynamics CRM 4.0, provides students with the necessary tools to use Microsoft Dynamics CRM 4.0. Application functionality covered in the course includes:

• Sales Management
• Marketing Automation
• Service Management
• Service Scheduling

This three-day instructor-led course provides students with the knowledge and skills to improve their business processes by using the key features of sales management, marketing automation, service management, and service scheduling.

After completing this course, students will be able to:

• Use the Microsoft Dynamics CRM user interface and application terminology
• Develop basic and advanced navigation and record maintenance
• Access the Microsoft Dynamics for Outlook functionality, including synchronization
• Perform planning and budgeting tasks related to marketing campaigns
• Create and manage customer lists
• Create marketing campaigns
• Manage campaigns and track campaign responses
• Create and maintain account, contact, and activity record management
• Schedule, administer, and define services
• Use the advanced find functionality to evaluate customer data
• Access and maintain contracts, cases, the knowledge base, and queues.
• Create and manage accounts, contacts, leads, opportunities, and activities.
• Use the sales functionality, including lead, opportunity, quotes, orders, invoices, and the product catalog.

Who Should Attend

This course is intended for individuals or anyone that plans to implement, use, maintain, or support Microsoft CRM in their organization. The class is targeted toward service schedulers, administrators, office managers, CEO's, and consultants who want to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality.

This course includes the following modules:

Agile Development

• Gaining a competitive advantage through CRM
• Understanding customer relationships in Microsoft Dynamics CRM
• Managing processes with Microsoft Dynamics CRM

Understanding Microsoft Dynamics CRM Software

• Understanding the Microsoft Dynamics CRM Server and Client Options
• Accessing Microsoft Dynamics CRM
• Understanding the Microsoft Dynamics CRM User Interface
• Getting Help
• Personalizing the CRM Experience

Using Microsoft Dynamics CRM in a Global Market

• Understanding Multi-Language Support in Microsoft Dynamics CRM
• Understand Multi-Currency Support in Microsoft Dynamics CRM
• Setting Personal Options

The Customer Centered View

• View the customer through Microsoft Dynamics CRM
• Microsoft Dynamics CRM in your organization
• Implementing processes to support Microsoft Dynamics CRM
• Understanding customer records
• Relationships between customer records
• Understanding record ownership and assignment
• Using Activities to track customer interactions
• Using workflows
• Finding and maintaining your data
• Using duplicate detection
• Understanding the subject tree
• Creating Account and Contact Records (Lab)
• Accounts and Contacts (Lab)

Using Microsoft Dynamics CRM for Outlook

• Understanding Microsoft Dynamics CRM for Outlook
• Understanding integration between Microsoft Dynamics CRM and Outlook
• Understanding records in Microsoft Dynamics CRM for Outlook
• E-mail management in Microsoft Dynamics CRM for Outlook
• Creating mail merge documents
• Understanding differences between Outlook clients
• Synchronizing Microsoft Dynamics CRM data
• Creating an Opportunity and an Appointment from an inbound e-mail (Lab)
• Synchronization in the Microsoft Dynamics CRM Client for Outlook (Lab)

Introduction to Sales

• Introducing Sales Management
• Managing Leads
• Managing Opportunities
• Processing Sales Orders
• Managing Products and Pricing
• Keeping Track of Competitors
• Managing Sales Literature
• Create Competitor List (Lab)

Opportunity Management

• Understanding Opportunities
• Sales processes and sales pipeline report
• Creating opportunities
• Working with opportunities
• Closing opportunities
• Creating a Sales Process (Lab)
• Managing Your Pipeline (Lab)

Managing Leads

• Using Leads in Microsoft Dynamics CRM
• Creating and Importing Leads
• Tracking and Converting Leads
• Disqualifying and Reactivating Leads
• Reporting on Leads
• Managing and Creating Leads (Lab)
• Create Leads (Lab)
• Qualify and Convert Leads (Lab)

Using the Product Catalog

• Understanding the Product Catalog
• Creating Price Lists
• Creating and Editing Discount Lists
• Create a Unit Group and Price List (Lab)

Sales Order Processing

• Understanding sales order processing
• Creating and revising quotes
• Creating and tracking orders
• Creating and closing invoices
• Convert a Quote to an Order (Lab)

Sales Reporting

• Evaluating Sales Data
• Measuring performance with sales productivity reports
• Using export to Excel
• Using the Report Wizard
• Sales Productivity (Lab)
• Sales Productivity Reports (Lab)

Understanding Marketing Campaigns

• Benefits of Closed Loop Marketing
• Marketing campaigns versus quick campaigns
• Using quick campaigns
• Understanding marketing campaigns
• Managing campaign responses
• Analyzing campaigns

Planning and Creating Marketing Campaigns

• Creating quick campaigns
• Creating a marketing campaign
• Creating and using marketing lists
• Creating and using campaign templates
• Quick Campaigns (Lab)
• Create a Marketing Campaign (Lab)
• Campaign Tasks and Activities (Lab)

Managing Marketing Campaigns

• Distributing campaign activities
• Monitoring marketing campaigns
• Capturing and viewing campaign responses
• Working with campaign responses
• Analyzing marketing information
• Create a Campaign Response (Lab)

Understanding Service Management

• Getting Started with Service Management
• Understanding Subject Trees
• Understanding the Service Management Process Flow

Managing Contracts

• Understanding Contracts
• Creating and managing contract templates
• Creating a contract and contract lines
• Modifying contracts and contract lines
• Renewing contracts
• Working with contracts
• Creating Contracts and Contract Lines
• Using Hold, Release Hold, and Renew Contract

Managing Cases

• Understanding case management
• Viewing Cases
• Creating Cases
• Assigning and reassigning cases
• Editing cases
• Resolving cases
• Sharing cases
• Reactivating cases
• Canceling and deleting cases
• Case management reports
• Managing Cases (Lab)
• Case Creation and Resolution (Lab)

Creating A Knowledge Base

• What is the Microsoft Dynamics CRM Knowledge Base?
• Working with article templates
• Creating and submitting articles
• Approving, publishing, and rejecting an article
• Finding information in the knowledge base
• Creating, Submitting, and Publishing Knowledge Base Articles (Lab)
• Reviewing, Approving, and Rejecting Knowledge Base Articles (Lab)

Managing Service Queues

• Overview of queues
• Setting up public queues
• Deleting queues
• Working with queues
• Creating and Assigning Queues

Service Scheduling

• Service Scheduling Introduction and Terminology
• Service Scheduling Scenarios
• Service Scheduling Process Flow
• Scheduling Terminology

Scheduling Services for Your Customers

• Scheduling Services
• Navigating and Booking Service Activities in the Service Calendar
• Scheduling Service Activities
• Close, Cancel, or Reschedule a Service Activity
• View Service Activities and Appointments
• Setting Service Activity Preferences for Customers
• Scheduling a Service Activity for a Case (Lab)
• Following up on Appointments (Lab)

Maintaining Users and Resources

• Scheduling users and other resources for services
• User work schedules
• Creating a group of resources that can be scheduled together
• View schedules for resources
• Manage how resources are allocated for service activities
• Create, edit, or add members to a site
• Set or edit business closures
• User Work Schedules (Lab)
• Create Business Closures (Lab)
• Remove a resource from a scheduled Service (Lab)