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Applications in Microsoft Dynamics CRM 4.0
(Microsoft Training Course: 8913) - 3 days - £1425 exc VAT

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> Target Audience
This course provides students with the necessary tools to use Microsoft Dynamics CRM 4.0, focusing on the user interface and application functionality. It is intended for individuals that plan to implement, use, maintain, consult or support Microsoft Dynamics CRM in their organisation.
> Course outline
  1. Introduction to Microsoft Dynamics CRM
  2. Microsoft Dynamics CRM Basics
  3. Microsoft Dynamics CRM for Microsoft Office Outlook
  4. Introduction to Sales Management
  5. Managing Service Cases
  6. Introduction to Marketing Management
  7. Implementing Marketing Campaigns
  8. Introduction to Service Management
  9. Sales Order Processing
  10. Microsoft Dynamics CRM Knowledge Base
  11. Introduction to Service Scheduling
  12. Service Scheduling Administration
Supplementary Information The CRM 2011 Applications courses are now available, for Marketing 80290, for Sales 80291, for Service 80292 and Service Scheduling 80293. Find out how Microsoft Dynamics CRM 2011 can revolutionize your business with a FREE TRIAL. Call Richard Pearson on 01225 336096.
Module 1: Introduction to Microsoft Dynamics CRM
  • This module explains how creating and implementing a CRM strategy provides overall value to an organization.
  • Gaining a competitive advantage through CRM
  • Microsoft Dynamics CRM Modules
  • Balancing Usability and Reporting
  • Microsoft Dynamics CRM User Interface
  • Multi-Language/Multi-Currency Support
  • Personalizing the CRM Experience
Skills
  • Explain the benefits of using Microsoft Dynamics CRM to support a CRM strategy.
  • Identify the major modules within Microsoft Dynamics CRM.
  • Identify the different types of server options and end-user clients available for deploying and accessing Microsoft Dynamics CRM.
  • Identify how Microsoft Dynamics CRM supports companies that operate in global environments with multi-language and multi-currency support.
  • Identify how to personalize Microsoft Dynamics CRM to meet specific needs.
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Module 2: Microsoft Dynamics CRM Basics
  • This module explains the variety of tools to track, manage, execute, and report on customer interactions.
  • Microsoft Dynamics CRM in Your Organization
  • Customer Records
  • Record Ownership and Assignment
  • Using Activities to track Customer Interactions
  • Using Workflows
  • Finding and Maintaining Your Data
  • Using Duplicate Detection
  • Subject Tree
  • Lab: Creating Account and Contact Records
  • Lab: Maintaining Accounts and Addresses
Skills
  • Support a successful deployment by defining the organization's processes.
  • Identify the types of relationships that can be established between different kinds of records.
  • Explain record ownership concepts, including assigning and sharing records.
  • Create activities to track customer interactions.
  • Use workflows to complete routine tasks and enforce sales processes.
  • Use Duplicate Detection to ensure data integrity.
  • Create a subject tree to help organize your data effectively.
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Module 3: Microsoft Dynamics CRM for Microsoft Office Outlook
  • This module explains the unique benefits of Microsoft Dynamics CRM for Outlook.
  • Integration between Microsoft Dynamics CRM and Outlook
  • Record Management in Microsoft Dynamics CRM for Outlook
  • E-mail management in Microsoft Dynamics CRM for Outlook
  • Creating Mail Merge Documents
  • Using Microsoft Dynamics CRM for Outlook with Offline Access
  • Lab: Creating an Opportunity from an Outlook Appointment
  • Lab: Using Microsoft Dynamics CRM for Outlook with Offline Access
Skills
  • Explain how records are handled between Microsoft Dynamics CRM for Outlook and Microsoft Dynamics CRM.
  • Create and manage Microsoft Dynamics CRM records and activities in Outlook.
  • Use Mail Merge to create personalized form documents.
  • Review the functionality available when working offline and online.
  • Describe how contacts, e-mail, appointments, and tasks synchronize between Outlook and Microsoft Dynamics CRM.
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Module 4: Introduction to Sales Management
  • This module explains the basic sales process and how they vary between organizations.
  • Tracking Competitors
  • Managing Sales Literature
  • Working with Leads
  • Working with Opportunities
  • Tracking Opportunities through a Sales Process
  • Using the Sales Pipeline Report
  • Lab: Create Competitors
  • Lab: Creating Leads
  • Lab: Qualify and Convert Leads
  • Lab: Creating a Sales Process
  • Lab: Completing a Sales Process
Skills
  • Discuss the Competitors feature.
  • Identify how to use the Sales Literature area.
  • Discuss when to use leads to qualify or disqualify opportunities.
  • Qualify leads, track leads in activities, and convert leads to accounts, contacts, and opportunities.
  • Disqualify leads that will not result in sales and reactivate leads that have been disqualified.
  • Work with opportunities by applying sales processes, adding activities, viewing sales literature, and adding products and competitors.
  • Use workflows for pipeline reporting.
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Module 5: Managing Service Cases
  • This module explains concepts of case management in Microsoft Dynamics CRM.
  • Understanding Case Management
  • Creating Cases
  • Working with Cases
  • Reactivating, Cancelling and Deleting Cases
  • Lab: Case Creation and Resolution
Skills
  • View cases in Microsoft Dynamics CRM.
  • Create a new case and convert an activity.
  • Assign and reassign cases.
  • Accept cases from a Queue.
  • View, edit, and work on cases.
  • Explain when and how to resolve cases.
  • Describe why and how to share cases.
  • Reactivate cases that have been resolved.
  • Review when and how to cancel/delete cases.
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Module 6: Introduction to Marketing Management
  • This module describes the marketing functionality and key features you can use to increase marketing effectiveness.
  • Marketing Campaigns vs. Quick Campaigns
  • Creating and Using a Marketing Campaign
  • Creating and Using Campaign Templates
  • Managing Campaign Responses
  • Analyzing Campaigns
  • Lab: Quick Campaigns
  • Lab: Create a Marketing Campaign
Skills
  • Identify when to use a quick campaign and when to use a marketing campaign.
  • Examine the purpose of quick campaigns and the key steps to create one.
  • Review the purpose and elements of marketing campaigns.
  • Identify the way campaign results can be captured.
  • Create a marketing campaign.
  • Create and use marketing lists.
  • Create and use campaign templates.
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Module 7: Implementing Marketing Campaigns
  • This module explains the process for distributing campaign activities.
  • Distribute Campaign Activities
  • Monitoring Marketing Campaigns
  • Capturing and Viewing Campaign Responses
  • Working with Campaign Responses
  • Analyzing Marketing Information
  • Lab: Create a Campaign Response
Skills
  • Distribute Campaign Activities.
  • Monitor the status of a campaign.
  • Capture campaign responses.
  • Manage campaign responses.
  • Analyze the results of a marketing campaign using reports.
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Module 8: Introduction to Service Management
  • This module introduces Microsoft Dynamics CRM service management functionality.
  • Service Management Process Flow
  • Creating Contract Templates
  • Creating and Modifying a Contract and Contract Lines
  • Renewing Contracts
  • Working with Contracts
  • Lab: Creating Contracts and Contract Lines
Skills
  • Review the service management tools available in Microsoft Dynamics CRM.
  • Explain how a subject tree works and how it relates to service management cases.
  • Demonstrate how the process flow helps organizations manage and resolve cases.
  • Identify the central concepts and life cycle of contract management in CRM.
  • Work with contract templates.
  • Create contracts and contract line items.
  • Explain contract ownership and identify how cases work with contracts.
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Module 9: Sales Order Processing
  • This module explains concepts of case management in Microsoft Dynamics CRM.
  • Understanding Case Management
  • Creating Cases
  • Working with Cases
  • Reactivating, Cancelling and Deleting Cases
  • Lab: Case Creation and Resolution
Skills
  • View cases in Microsoft Dynamics CRM.
  • Create a new case and convert an activity.
  • Assign and reassign cases.
  • Accept cases from a Queue.
  • View, edit, and work on cases.
  • Explain when and how to resolve cases.
  • Describe why and how to share cases.
  • Reactivate cases that have been resolved.
  • Review when and how to cancel/delete cases.
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Module 10: Microsoft Dynamics CRM Knowledge Base
  • This module explains how to use the Microsoft Dynamics CRM Knowledge Base.
  • Knowledge Base Concepts
  • Working with Article Templates
  • Creating and Submitting Articles
  • Approving, Publishing, and Rejecting an Article
  • Working with Queues
  • Lab: Creating, Submitting, and Publishing Knowledge Base Articles.
  • Lab: Creating and Assigning Queues
Skills
  • Create Knowledge Base article templates.
  • Create and submit Knowledge Base articles.
  • Approve, reject, and publish articles.
  • Review the basics of queues and the flow of cases and activities through queues.
  • Create public queues and routing rules.
  • Work with queues, including assigning items and accepting them.
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Module 11: Introduction to Service Scheduling
  • This module explains the basic service scheduling process and service scheduling activities in detail.
  • Service Scheduling Process
  • Scheduling Service Activities
  • Close, Cancel, or Reschedule a Service Activity
  • View Service Activities and Appointments
  • Lab: Following Up on Appointments
Skills
  • Compare service business scenarios.
  • Review the service scheduling process flow.
  • Navigate and book service activities in the Service Calendar.
  • Examine and edit service activities.
  • View service activities and appointments.
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Module 12: Service Scheduling Administration
  • This module explains the scheduling administration, setup process, and administrative activities in detail.
  • Scheduling Appointments
  • Scheduling Users and Other Resources
  • User Work Schedules
  • Manage Resource Allocation
  • Creating and Managing Sites
  • Managing Business Closures
  • Lab: Document Time Off for a User
  • Lab: Create Business Closures
Skills
  • Review the concepts of scheduling users and other resources in Microsoft CRM.
  • Set up a schedule for a user, facility or equipment.
  • Remove resources from the scheduled services.
  • Create, edit, or add members to a site.
  • Set or edit business closures.
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> Pre-Requisites
Before attending this course, students must have the following pre-requisites:
  • A general knowledge of Microsoft Windows.
  • An understanding of Customer Relationship Management solution processes and practices.
> Purpose
After completing the 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.
> Supplementary Information
The CRM 2011 Applications courses are now available, for Marketing 80290, for Sales 80291, for Service 80292 and Service Scheduling 80293. Find out how Microsoft Dynamics CRM 2011 can revolutionize your business with a FREE TRIAL. Call Richard Pearson on 01225 336096.
> EXAMS