|
Microsoft Business Solutions CRM 1.2 Application - (Microsoft Training Course: 8019) - 2.5 days
|
|
|
Target Audience
|
Pre-requisites
|
|
Purpose
|
Print 2 Page Flyer
|
|
Exams
|
Price Options
|
| |
|
COURSE OUTLINE
|
| |
|
Record Management
|
Customer Management
|
|
Microsoft CRM Sales for Outlook Client
|
Sales Management
|
|
Customer Service Management
|
|
|
|
Target Audience:
Microsoft CRM Applications Professional training is recommended for individuals who will be on the implementation team, administrating or using the Microsoft CRM application in their organization
Pre-requisites:
Before attending this course, students must have the following pre-requisites:- An understanding of CRM solution processes and practices
Purpose:
After completing this course, students will understand Microsoft CRM User Interface and application terminology; basic and advanced navigation and record maintenance; Microsoft CRM Sales for Outlook functionality and synchronization; Account, Contact, Lead, Opportunity and Activity record management; Microsoft CRM Standard and Professional edition functionality; sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management; customer service functionality, including Contract, Case, and Knowledge Base management; options to personalize the Microsoft CRM User Interface and personal settings
|
|
|
Module 1: Record Management
- Navigating
- Working with Records
- Finding Records
- Security Overview
- Lab: Record Management
Skills
- Identify and navigate within the various Microsoft CRM modules, application level, and record level of Microsoft CRM.
- Understand how to use common Action Menu commands.
- Understand how to create different record types using various methods.
- Identify multiple methods for finding records within the application and use the Advanced Find feature to filter specific records.
- Understand the core security concepts of Microsoft CRM and understand the process of assigning and sharing records.
Top |
|
Module 2: Customer Management
- Managing Accounts and Contacts
- Activity and E-mail Management
- Using Notes and Attachments
- Lab: Customer Management
Skills
- Define and manage Account, Contact, Activity, E-mail, and Note records.
- Differentiate between Account and Contact records and their roles in Microsoft CRM.
- Recognize how Activity records relate to other records in Microsoft CRM.
- Send and receive e-mail and create and manage e-mail templates and direct e-mail features in Microsoft CRM.
- Access and manage Notes and associated Attachments.
Top |
|
|
Module 3: Microsoft CRM Sales for Outlook Client
- Navigating in the Sales for Outlook client
- Synchronization in the Sales for Outlook client
- Sales for Outlook client Record Management
- Sales for Outlook client Mail Merge
- Lab: Microsoft CRM Sales for Outlook Client
Skills
- Identify the functionality available in the Microsoft CRM Sales for Outlook client.
- Understand how to navigate the user interface of the Microsoft CRM Sales for Outlook client.
- Understand how the Sales for Outlook client synchronizes with Microsoft Outlook and the Microsoft CRM Server as well as how to take the Sales for Outlook client offline and online.
- Understand how to differentiate between Microsoft CRM and Outlook records and how the different record types are managed in the Sales for Outlook client.
- Understand how to create mail merge documents for the available record types in the Microsoft CRM Sales for Outlook client
Top |
|
Module 4: Sales Management
- Managing Leads
- Managing Opportunities
- Opportunity Sales Processes
- Quotes, Orders, and Invoices
- Product Catalog
- Sales Quotas
- Sales Literature
- Competitors
- Lab: Sales Management
Skills
- Differentiate between Leads and Opportunities and recognize the purpose and life cycles of each.
- Understand Sales Processes in the Standard and Professional editions and how they relate to Opportunity records.
- Understand the relationship between Opportunities, Quotes, Orders, and Invoices and the life cycles of each.
- Understand the role of the Product Catalog in both the Sales and Customer Service Modules and recognize and use the components of the Product Catalog.
- Understand the concept and purpose of Sales Quotas, Sales Literature, and Competitor records.
- Understand how to create and manage all Sales Module records.
Top |
|
|
Module 5: Customer Service Management
- Managing Contracts
- Managing Cases
- Case Routing and Using Queues
- Managing the Knowledge Base
- Lab: Customer Service Management
Skills
- Understand the role of Contracts, Contract Lines, and Cases in Microsoft CRM.
- Understand the life cycle of Contracts and how they relate to Cases.
- Understand the concepts of Queues and how to create and manage them for Case and Activity routing.
- Understand Workplace and how to assign and accept items in Queues.
- Understand the purpose and life cycle of Knowledge Base articles.
- Understand how to create and manage all records in the Customer Service Module.
Top |
|
|
|
|
Exams:
-
There are no exams directly associated with this course
|
|
Price Options ex VAT:
Classroom Training
? |
Distance Learning
? |
eLearning Options
? |
Book Learning
? |
£
1050
(€1491)
|
£
NaN
(€NaN)
|
- |
No Books Supported for Course at present
|
|
|
Call Free on 0800 169 1890
Print 2 Page Flyer
Last Modified 01 May 2008
|
|
