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Module 1: Introduction to Microsoft Dynamics CRM
- This module describes the overall value of creating and implementing a CRM strategy to an organisation.
Skills
- Understand the benefits of using Microsoft Dynamics CRM to support a CRM strategy.
- Identify the functionality and purpose of the Microsoft Dynamics CRM sales module.
- Identify the foundation of customer relationships in Microsoft Dynamics CRM.
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Module 2: Understanding Microsoft Dynamics CRM Software
- This module introduces the basics of how Microsoft Dynamics CRM is installed and used in a business environment.
Skills
- Identify the different types of server options and end-user clients available for deploying and accessing Microsoft Dynamics CRM.
- Access Microsoft Dynamics CRM.
- Identify how to personalise Microsoft Dynamics CRM to meet specific interface needs.
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Module 3: Using Microsoft Dynamics CRM in a Global Market
- This module explores how Microsoft Dynamics CRM addresses the issues of global organisations.
Skills
- Understand how Microsoft Dynamics CRM supports companies that operate in global environments with multi-language support.
- Use Microsoft Dynamics CRM features to support multiple currencies.
- Personalise user environments to match the user’s preferred language and currency.
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Module 4: The Customer-Centred View
- This module explores the goals and processes to have that support a successful deployment in an organisation.
Skills
- Support a successful deployment by defining the organisation’s processes.
- Understand Microsoft Dynamics CRM core concepts, including customer records.
- Identify the types of relationships that can be established between different kinds of records.
- Understand record ownership concepts.
- Create activities to track customer interactions.
- Use workflows to carry out routine tasks.
- Use Duplicate Detection to ensure data integrity.
- Create a subject tree to organise data effectively.
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Module 5: Using the Microsoft Dynamics CRM Client for Outlook
- This module discusses the unique benefits of Microsoft Dynamics CRM for Outlook.
Skills
- Understand the benefits of Microsoft Dynamics CRM for Microsoft Office Outlook.
- Understand how records are handled.
- Create and manage Microsoft Dynamics CRM records and activities in Outlook.
- Understand how to use Mail Merge to create personalised form documents.
- Understand the functionality available when working Offline and Online.
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Module 6: An Introduction to Sales
- This module covers the basic sales process and how sales processes vary between organisations.
Skills
- Know the elements of the sales process.
- Qualify or disqualify opportunities.
- Understand sales order processing.
- Know when to use the Product Catalogue.
- Use the Competitors area.
- Use the Sales Literature area.
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Module 7: Opportunity Management
- This module explains how to use Microsoft Dynamics CRM to work with qualified customers when making a sale.
Skills
- Use sales process workflows for pipeline reporting.
- Create and close opportunities.
- Work with opportunities by applying sales processes, adding activities, viewing sales literature, adding products and competitors.
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Module 8: Managing Leads
- This module examines a more complex sales process and discusses leads in detail.
Skills
- Create and import leads into Microsoft Dynamics CRM from a file.
- Qualify leads and track and covert them.
- Review a new contact and account.
- Disqualify leads that will not result in sales and reactivate leads that have been disqualified.
- View reports about leads.
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Module 9: Using the Product Catalogue
- This module describes the role of the product catalogue in Microsoft Dynamics CRM and the tasks required to set up a product catalogue.
Skills
- Identify the role and functions of the product catalogue.
- Understand Unit Groups.
- Create and maintain products.
- Create price lists for different types of customer.
- Create and maintain discount lists.
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Module 10: Sales Order Processing
- This module covers the details of working through a sales order process using Microsoft Dynamics CRM.
Skills
- Understand what constitutes a complete sales transaction.
- Understand how to create and edit quotes.
- Create a new order and track order fulfilment.
- Create an invoice from an order.
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Module 11: Sales Reporting
- This module covers additional features in Microsoft Dynamics CRM that are used to analyse the data captured in the system.
Skills
- Understand the tools you use to evaluate sales data.
- Use default sales productivity reports.
- Export using the Export to Microsoft Excel feature.
- Quickly generate custom reports using the Report Wizard.
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Module 12: Understanding Marketing Campaigns
- This module summarises the marketing functionality and key features that increase marketing effectiveness.
Skills
- Understand the benefits of closed loop marketing.
- Identify when to use a quick campaign and when to use a marketing campaign.
- Know the purpose of quick campaigns.
- Know the elements of marketing campaigns.
- Identify the way campaign results can be captured.
- Understand the analysis and reporting available for campaigns.
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Module 13: Planning and Creating Marketing Campaigns
- This module examines the process for creating quick campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM.
Skills
- Create a new quick campaign.
- Create a marketing campaign.
- Create and use marketing lists.
- Create and use campaign templates.
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Module 14: Managing Marketing Campaigns
- This module explains the process for distributing campaign activities to launch a campaign.
Skills
- Distribute Campaign Activities.
- Monitor the status of a campaign.
- Capture campaign responses.
- Manage campaign responses.
- Analyse the results of a marketing campaign using reports.
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Module 15: Understanding Service Management
- This module introduces Microsoft Dynamics CRM service management functionality.
Skills
- Understand the service management tools.
- Understand how a subject tree works and how it relates to service management cases.
- Understand the service management process flow.
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Module 16: Managing Contracts
- This module discusses the lifecycle and key concepts of contracts in Microsoft Dynamics CRM.
Skills
- Work with contract templates.
- Create and modify contracts and contract line items.
- Renew contracts.
- Understand contract ownership.
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Module 17: Managing Cases
- This module introduces how Microsoft Dynamics CRM helps improve customer service by using cases to track and resolve customer related issues.
Skills
- Create a new case or convert an activity into a case.
- Assign and reassign cases.
- Understand how to accept cases from a Queue.
- Resolve cases using the knowledge base.
- Reactivate cases that have been resolved.
- The types of reports related to case managements.
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Module 18: Creating a Knowledge Base
- This module explores the Microsoft Dynamics CRM Knowledge Base.
Skills
- Create Knowledge Base article templates.
- Create and submit Knowledge Base articles.
- Approve, reject and publish Knowledge Base articles.
- Find information in the Knowledge Base.
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Module 19: Managing Service Queues
- This module explains how Microsoft Dynamics CRM service queues work.
Skills
- Create public queues and routing rules for them.
- Know how to delete queues.
- Work with queues, including assigning items and accepting them.
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Module 20: Service Scheduling Life Cycle
- This module discussing a basic service scheduling process, starting with defining a service.
Skills
- Introduce key service scheduling concepts.
- Compare service business scenarios.
- Understand the service scheduling process flow in Microsoft Dynamics CRM.
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Module 21: Scheduling Services For Your Customers
- This module discusses the scheduling process and scheduling service activities in detail.
Skills
- Navigate and book service activities in the Service Calendar.
- Schedule a service activity.
- Close, cancel or reschedule a service activity.
- View service activities and appointments.
- Set customer preferences for a service activity.
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Module 22: Maintaining Users and Resources
- This module discusses the scheduling administration, set up process, and administrative activities in detail.
Skills
- Set up a schedule for a user, facility or equipment.
- Create, and add users, facility, or equipment to a resource group.
- View schedules for resources.
- Remove resources from the scheduled services.
- Create, edit or add members to a site.
- Set or edit business closures.
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