8913, Applications in Microsoft Dynamics CRM 4.0

Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM in their organization. It is also intended for service schedulers, administrators, office managers, CEOs, and consultants who want to gain foundational knowledge of the application functionality.

Before attending this course, students must have:

• General knowledge of Microsoft Windows
• An understanding of Customer Relationship Management solution processes and practices

After completing this 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.

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

Infero Training Ltd is based in the Lace Market in Nottingham. Training courses take place at the following locations including Nottingham, Derby, Loughborough, Mansfield, Chesterfield, Burton-on-Trent, Lincoln, Leicester, Sheffield, Stoke-on-Trent, Tamworth, Wolverhampton, Walsall, Birmingham, Solihul, Coventry, Nuneaton, Peterborough, Grantham.