Module 1: Introduction to Microsoft Dynamics CRM
Gaining a competitive advantage through CRM Microsoft Dynamics CRM Modules Microsoft Dynamics CRM Server and Client Options Balancing Usability and Reporting Microsoft Dynamics CRM User Interface Getting Help Multi-Language Support in Microsoft Dynamics CRM Multi-Currency Support in Microsoft Dynamics CRM Personalizing the CRM Experience Setting Personal Options
Module 2: Microsoft Dynamics CRM Basics
View the customer through Microsoft Dynamics CRM Microsoft Dynamics CRM in Your Organization Implementing Processes to support Microsoft Dynamics CRM Customer Records Relationships between Customer Records Record Ownership and Assignment Using Activities to track Customer Interactions Using Workflows Finding and Maintaining Your Data Using Duplicate Detection Subject Tree
Module 3: Microsoft Dynamics CRM for Microsoft Office Outlook
Benefits of Using Microsoft Dynamics CRM for Microsoft Office 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 Differences between Outlook Clients Using Microsoft Dynamics CRM for Outlook with Offline Access
Module 4: Introduction to Sales Management
Sales Management Overview Tracking Competitors Managing Sales Literature Introduction to Leads Creating and Importing Leads Tracking and Converting Leads Disqualifying and Reactivating Leads Reporting on Leads Introduction to Opportunities Creating Opportunities Working with Opportunities Tracking Opportunities through a Sales Process Closing Opportunities Using the Sales Pipeline Report
Module 5: Sales Order Processing
Completing the Sales Transaction Product Catalog Unit Groups Adding Products Creating Price Lists Creating Discount Lists Creating and Revising Quotes Creating and Tracking Orders Creating and Closing Invoices Evaluating Sales Data Measuring Performance with Sales Productivity Reports Using Export to Excel Using the Report Wizard
Module 6: Introduction to Marketing Management
Benefits of Closed Loop Marketing Quick Campaigns Marketing Campaigns vs. Quick Campaigns Creating a Marketing Campaign Creating and Using Marketing Campaign Creating and Using Campaign Templates Managing Campaign Responses Analyzing Campaigns
Module 7: Implementing Marketing Campaigns
Distribute Campaign Activities Monitoring Marketing Campaigns Capturing and Viewing Campaign Responses Working with Campaign Responses Analyzing Marketing Information
Module 8: Introduction to Service Management
Getting Started with Service Management Subject Trees Service Management Process Flow Contracts Creating Contract Templates Creating a Contract and Contract Lines Modifying Contracts and Contract Lines Renewing Contracts Working with Contracts
Module 9: Managing Service Cases
Understanding Case Management Viewing Cases Creating Cases Assigning and Reassigning Cases Accepting Cases Maintaining Cases Resolving Cases Sharing Cases Reactivating Cases Canceling and Deleting Cases Case Management Reports
Module 10: Microsoft Dynamics CRM Knowledge Base
Knowledge Base Concepts Working with Article Templates Creating and Submitting Articles Approving, Publishing, and Rejecting an Article Finding Information in the Knowledge Base Queues Setting Up Public Queues Deleting Queues Working with Queues
Module 11: Introduction to Service Scheduling
Service Scheduling Overview Service Scheduling Scenarios Service Scheduling Process Navigating and Booking Service Activities in the Service Calendar Scheduling Service Activities Close, Cancel, or Reschedule a Service Activity View Service Activities and Appointments
Module 12: Service Scheduling Administration
Scheduling Appointments Scheduling Users and Other Resources User Work Schedules Creating a Group of Resources to Schedule Together Manage How Resources are allocated for Service Activities Creating and Managing Sites Managing Business Closures |