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Module 1: What’s New in Microsoft CRM 3.0
- Navigation
- Collecting and Distributing Information
- What’s New for Sales Personnel
- What’s New for Marketing Personnel
- What’s New for Customer Service Representatives
- Selling and Scheduling Services
Skills
- Outline the highlights of new features in Microsoft CRM 3.0
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Module 2: Working with and Navigating in the New User
- Home Page and Workplace Redesigned
- Navigation Pane
- Faster Data Access
- Using the Form Assistant Pane
- Using Advanced Find
- Merge Records
- New Functionality in the Microsoft CRM Outlook Client
- Taking the Microsoft CRM Laptop Client for Outlook Offline
Skills
- Work with and navigate in the new user interface.
- Outline the basics of the home page and workplace redesign
- Use the Navigation Pane.
- Access data more quickly, customize results, return all records, and access all
- related records.
- Use the Advanced Find functionality.
- Use the Merge Record functionality.
- Outline the basics of Offline and Outlook Synchronization.
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Module 3: Collating and Sharing Information
- Viewing Reports and Analyzing Data
- Create Your Own Report
- Easier Note Taking
- Creating Mail Merge Documents with Microsoft Word
Skills
- Describe new default reports.
- Access, create, and view reports.
- Analyze data found in reports.
- Take notes more easily.
- Create mail merge documents with Microsoft Word.
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Module 4: What’s New for Salespeople
- Relationship Roles
- Types of Relationships
- Using Workflow with Customer Relationships
- Managing Lists
- Sales Management Reports
Skills
- Describe how customer relationships are enhanced by relationship roles.
- List types of relationships.
- Outline how Workflow is used with customer relationships.
- Manage lists.
- Use new Sales Management Reports.
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Module 5: What’s New for Marketing Personnel
- Marketing Automation Process Flow
- Interactive Marketing Automation Demonstration
Skills
- Describe basic features of Marketing Automation.
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Module 6: What’s New for Customer Service Representatives
- Creating and Editing Cases Using the Form Assistant Pane
- Resolving Cases Using the Knowledge Base
- Sending a Knowledge Base Article via E-mail
- Service in the Microsoft CRM Client for Office Outlook
- Service Management Reports
Skills
- Describe new functionality that supports customer service representatives.
- Use the Forms Assistant Pane, Notes, and link articles from the Knowledge Base to e-mails as means to create and edit cases.
- Use relevant service functionality available in the Microsoft CRM client for Microsoft Office Outlook.
- Use the new Service Management Reports.
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Module 7: What’s New for Service Schedulers
- Service Scheduling Administration
- Scheduling Concepts
- Resource Groups and Resource Selection Rules
- Capacity Planning
- Defining Services
- Service Creation
- Service Scheduling Reports
Skills
- Describe service scheduling functionality and its use in managing the schedules,
- services, and the availability of resources.
- Use all elements of the service creation function to determine the service, add
- resources to the service, and schedule the service.
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Exams:
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There are no exams directly associated with this course
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Price Options ex VAT:
Classroom Training
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Distance Learning
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eLearning Options
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Book Learning
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£
350
(€497)
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£
199.00
(€283)
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No Books Supported for Course at present
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Call Free on 0800 169 1890
Print 2 Page Flyer
Last Modified 01 May 2008
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