Applications in Microsoft Dynamics CRM 4.0

Target Audience
This course explores the Microsoft Dynamics CRM application from a user's perspective. It is intended for individuals that plan to implement, use, maintain, consult or support Microsoft Dynamics CRM in their organisation.

Pre-Requisites
Before attending this course, students must have the following pre-requisites:A general knowledge of Microsoft Windows.An understanding of Customer Relationship Management solution processes and practices.

Purpose
After completing the course, students will be able to understand Microsoft Dynamics CRM User Interface and application terminology; use basic and advanced navigation and record maintenance; understand Microsoft CRM Client for Microsoft Office Outlook functionality and synchronisation; complete planning and budgeting tasks related to marketing campaigns; create and manage customer lists; create marketing campaigns; manage campaigns and track campaign responses; manage Account, Contact, Lead, Opportunity and Activity records; understand Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalogue management; understand Service functionality, including Contract, Case, Knowledge Base and Queue Management; understand Service Scheduling functionality including Scheduling Services, Scheduling Administration and Defining Services; use Microsoft Dynamics CRM Advanced Find functionality to evaluate customer data.

Course outline

1. Introduction to Microsoft Dynamics CRM
2. Understanding Microsoft Dynamics CRM Software
3. Using Microsoft Dynamics CRM in a Global Market
4. The Customer-Centred View
5. Using the Microsoft Dynamics CRM Client for Outlook
6. An Introduction to Sales
7. Opportunity Management
8. Managing Leads
9. Using the Product Catalogue
10. Sales Order Processing
11. Sales Reporting
12. Understanding Marketing Campaigns
13. Planning and Creating Marketing Campaigns
14. Managing Marketing Campaigns
15. Understanding Service Management
16. Managing Contracts
17. Managing Cases
18. Creating a Knowledge Base
19. Managing Service Queues
20. Service Scheduling Life Cycle
21. Scheduling Services For Your Customers
22. Maintaining Users and Resources

Module 1:Introduction to Microsoft Dynamics CRM

• This module describes the overall value of creating and implementing a CRM strategy to an organisation.

• 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.
  

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.

• 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.
  

Module 3:Using Microsoft Dynamics CRM in a Global Market

• This module explores how Microsoft Dynamics CRM addresses the issues of global organisations.

• 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.
  

Module 4:The Customer-Centred View

• This module explores the goals and processes to have that support a successful deployment in an organisation.

• 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.
  

Module 5:Using the Microsoft Dynamics CRM Client for Outlook

• This module discusses the unique benefits of Microsoft Dynamics CRM for Outlook.

• 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.
  

Module 6:An Introduction to Sales

• This module covers the basic sales process and how sales processes vary between organisations.

• 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.
  

Module 7:Opportunity Management

• This module explains how to use Microsoft Dynamics CRM to work with qualified customers when making a sale.

• 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.
  

Module 8:Managing Leads

• This module examines a more complex sales process and discusses leads in detail.

• 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.
  

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.

• 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.
  

Module 10:Sales Order Processing

• This module covers the details of working through a sales order process using Microsoft Dynamics CRM.

• 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.
  

Module 11:Sales Reporting

• This module covers additional features in Microsoft Dynamics CRM that are used to analyse the data captured in the system.

• 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.
  

Module 12:Understanding Marketing Campaigns

• This module summarises the marketing functionality and key features that increase marketing effectiveness.

• 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.
  

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.

• Create a new quick campaign.
  
• Create a marketing campaign.
  
• Create and use marketing lists.
  
• Create and use campaign templates.
  

Module 14:Managing Marketing Campaigns

• This module explains the process for distributing campaign activities to launch a campaign.

• Distribute Campaign Activities.
  
• Monitor the status of a campaign.
  
• Capture campaign responses.
  
• Manage campaign responses.
  
• Analyse the results of a marketing campaign using reports.
  

Module 15:Understanding Service Management

• This module introduces Microsoft Dynamics CRM service management functionality.

• 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.
  

Module 16:Managing Contracts

• This module discusses the lifecycle and key concepts of contracts in Microsoft Dynamics CRM.

• Work with contract templates.
  
• Create and modify contracts and contract line items.
  
• Renew contracts.
  
• Understand contract ownership.
  

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.

• 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.
  

Module 18:Creating a Knowledge Base

• This module explores the Microsoft Dynamics CRM Knowledge Base.

• Create Knowledge Base article templates.
  
• Create and submit Knowledge Base articles.
  
• Approve, reject and publish Knowledge Base articles.
  
• Find information in the Knowledge Base.
  

Module 19:Managing Service Queues

• This module explains how Microsoft Dynamics CRM service queues work.

• Create public queues and routing rules for them.
  
• Know how to delete queues.
  
• Work with queues, including assigning items and accepting them.
  

Module 20:Service Scheduling Life Cycle

• This module discussing a basic service scheduling process, starting with defining a service.

• Introduce key service scheduling concepts.
  
• Compare service business scenarios.
  
• Understand the service scheduling process flow in Microsoft Dynamics CRM.
  

Module 21:Scheduling Services For Your Customers

• This module discusses the scheduling process and scheduling service activities in detail.

• 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.
  

Module 22:Maintaining Users and Resources

• This module discusses the scheduling administration, set up process, and administrative activities in detail.

• 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.