Introduction to Microsoft Dynamics CRM 4 for Small and Medium Businesses

Target Audience
This course provides an overview of the processes and functionality available to Microsoft Dynamics CRM end-users. It is intended for students new to Microsoft Dynamics CRM seeking to gain an overview of its capabilities.

Pre-Requisites
Before attending this course, students must have the following pre-requisites:A general knowledge of Microsoft Windows and Microsoft Office Outlook.

Purpose
After completing this course, students will be able to understand basic Microsoft Dynamics CRM concepts, including object types, navigation, and user interface; understand the various ways that marketing lists can be created and used; create and manage marketing campaigns; understand how a potential sale moves from lead to opportunity to quote to order and finally to invoice; understand how sales processes can be implemented; understand customer service using cases, knowledge base articles and contracts; understand the service scheduling engine.

Course outline

1. Microsoft CRM Concepts
2. Using Marketing Automation
3. Using Sales Management
4. Using Service Management
5. Using the Microsoft Dynamics CRM Client for Outlook

Supplementary InformationThis course has been specifically designed by F1 for small and medium businesses. Larger companies may want to look at Course 8913 as an alternative. Module 1:Microsoft CRM Concepts

• This module describes the overall solution of Microsoft Dynamics CRM and the benefits to an organisation. It discusses the concepts, tasks, navigation and functions used throughout the product.
• Introduction to Microsoft Dynamics CRM
• Accessing Microsoft Dynamics CRM
• Customer Records
• Customer Relationships

• Understand the overall solution that Microsoft Dynamics CRM provides.
  
• Understand the functionality and purpose of Microsoft Dynamics CRM modules.
  
• Understand the relationship between account and contact records in Microsoft Dynamics CRM.
  
• Send and receive faxes using Microsoft Dynamics CRM fax integration with Microsoft Small Business Server.
  
• Understand the types of relationships that can be created between records.
  

Module 2:Using Marketing Automation

• This module highlights the components of Microsoft Dynamics CRM Marketing Automation. Students are introduced to the tasks required to create and manage marketing campaigns and associated marketing lists.
• Creating and Managing Marketing Lists
• Demonstration: Use Advanced Find to Create a List
• Creating Campaigns
• Demonstration: Create a Campaign
• Launching and Managing Campaigns
• Demonstration: Managing the Campaign
• Demonstration: Quick Campaign
• Lab: Create a List

• Understand the various ways to create and manage lists used in marketing campaigns.
  
• Plan and create campaigns.
  
• Launch and manage campaigns.
  

Module 3:Using Sales Management

• This module provides an overview of Microsoft Dynamics CRM Sales Management, including associated processes. It focuses on the workflow of generating an opportunity and pushing it through to a quote, an order, and ultimately an invoice.
• Managing Leads
• Managing Opportunities
• Closing the Sale: The Sales Management Life Cycle
• Demonstration: Sales Management
• Use Sales Processes and Workflow Rules
• Lab: Microsoft Dynamics CRM Process Flow
• Lab: Manage Opportunities

• Manage leads and opportunities.
  
• Close the sale using quotes, orders and invoices.
  
• Understand sales processes.
  

Module 4:Using Service Management

• This module provides an overview of Microsoft Dynamics CRM Customer Service, including associated processes. Demonstrations are provided for creating case, knowledge base article, and contract service objects. It also provides an overview of the Service Scheduling Engine and demonstrations a potential scheduling scenario.
• Managing Cases
• Demonstration: Case Creation
• Managing the Knowledge Base
• Demonstration: Create an Article
• Using Contracts
• Demonstration: Contract Template Creation
• Demonstration: Create a Contract based on an Existing Contract
• Demonstration: Adding Contract Lines to a Contract
• Service Scheduling
• Lab: Case Resolution Process

• Create and manage service cases.
  
• Create knowledge base articles and understand the stages an article goes through during its lifespan.
  
• Create contracts and contract templates.
  
• Understand the service scheduling engine.
  

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.