Microsoft Customer Relationship Management (Applications)

Introduction
This 2 day course explores the Microsoft CRMapplication from a user's perspective. Modules in this hands-on classroom experienceinclude functionality available in both Standard and Professional editions ofMicrosoft CRM. Application functionality covered in the course includes CoreCRM Navigation, User Interface, Sales for Outlook Client, Sales, and CustomerService. This application course does not include materials or instructordiscussion of Microsoft CRM Installation, Application Configuration, WorkflowConfiguration, Customization, Back Office Integration or Data Migration.

Audience
Microsoft CRM Applications Professional trainingis recommended for individuals who will be on the implementation team,administering or using the Microsoft CRM application in their organization.

At Course Completion
After completing this course, students willunderstand:

Microsoft CRM User Interface and application terminology

Basic and advanced navigation and record maintenance

Microsoft CRM Sales for Outlook functionality and synchronization

Account, Contact, Lead, Opportunity and Activity record management

Microsoft CRM Standard and Professional edition functionality

Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management

Customer Service functionality, including Contract, Case, and Knowledge Base management

Options to personalize the Microsoft CRM User Interface and personal settings

Prerequisites
Before attending this course, students must have:

An understanding of CRM solution processes and practices

Microsoft Certified Professional Exams
No Microsoft Certified Professional exams areassociated with this course currently.

Course Materials
The student materials include comprehensivecourseware and other necessary materials for this class.

Course Outline
Chapter1: Record Management
This chapter explains how to navigate and workwith the application user interface. This includes application nomenclature andinformation about retrieving records. Additionally, this chapter coversconcepts related to application security. This includes Business Units andUsers, Roles, Teams, Licenses, and Assigning and Sharing records.
MainTopics

Navigating

Working with Records

Finding Records

Security Overview
Lab:Record Management

Working with Records

Finding Records

Record Management
After completing this chapter, students will be ableto:

Identify and navigate within the various Microsoft CRM modules, application level, and record level of Microsoft CRM.

Understand how to use common Action Menu commands.

Understand how to create different record types using various methods.

Identify multiple methods for finding records within the application and use the Advanced Find feature to filter specific records.

Understand the core security concepts of Microsoft CRM and understand the process of assigning and sharing records.

Chapter2: Customer Management
This chapter explains how to define and managerecords relating to your customers. This includes a key differentiation betweenAccount and Contact records. Additionally, this chapter covers concepts relatedto Notes, Activities and E-mail, including E-mail Templates and Direct E-mail.
MainTopics

Managing Accounts and Contacts

Activity and E-mail Management

Using Notes and Attachments
Lab:Customer Management

Account and Contact Management

Activity and E-mail Management

Customer Management
After completing this chapter, students will be ableto:

Define and manage Account, Contact, Activity, E-mail, and Note records.

Differentiate between Account and Contact records and their roles in Microsoft CRM.

Recognize how Activity records relate to other records in Microsoft CRM.

Send and receive e-mail and create and manage e-mail templates and direct e-mail features in Microsoft CRM.

Access and manage Notes and associated Attachments.

Chapter3: Microsoft CRM Sales for Outlook Client
This chapter explains how to navigate and workwith the Microsoft CRM Sales for Outlook client. This includes available functionality,application nomenclature, information about creating and working with records,and mail merge. Additionally, this chapter covers concepts related to thesynchronization of the Microsoft CRM Sales for Outlook client.
MainTopics

Navigating in the Sales for Outlook client

Synchronization in the Sales for Outlook client

Sales for Outlook client Record Management

Sales for Outlook client Mail Merge
Lab:Microsoft CRM Sales for Outlook Client

Synchronization in the Sales for Outlook client

Sales for Outlook client Record Management

Sales for Outlook client
After completing this chapter, students will be ableto:

Identify the functionality available in the Microsoft CRM Sales for Outlook client.

Understand how to navigate the user interface of the Microsoft CRM Sales for Outlook client.

Understand how the Sales for Outlook client synchronizes with Microsoft Outlook and the Microsoft CRM Server as well as how to take the Sales for Outlook client offline and online.

Understand how to differentiate between Microsoft CRM and Outlook records and how the different record types are managed in the Sales for Outlook client.

Understand how to create mail merge documents for the available record types in the Microsoft CRM Sales for Outlook client.

Chapter4: Sales Management
This chapter explains how to manage and configurethe various elements of the Sales Module. This includes Leads, Opportunities,Quotes, Orders, Invoices, Products, Sales Quotas, Sales Literature, andCompetitors. Also included are concepts relating to Sales Processes in theProfessional Edition.
Lessons

Managing Leads

Managing Opportunities

Opportunity Sales Processes

Quotes, Orders, and Invoices

Product Catalog

Sales Quotas

Sales Literature

Competitors
Lab:Sales Management

Leads, Opportunities, and Sales Processes

Orders and Invoices

Using the Product Catalog

Sales Management
After completing this chapter, students will be ableto:

Differentiate between Leads and Opportunities and recognize the purpose and life cycles of each.

Understand Sales Processes in the Standard and Professional editions and how they relate to Opportunity records.

Understand the relationship between Opportunities, Quotes, Orders, and Invoices and the life cycles of each.

Understand the role of the Product Catalog in both the Sales and Customer Service Modules and recognize and use the components of the Product Catalog.

Understand the concept and purpose of Sales Quotas, Sales Literature, and Competitor records.

Understand how to create and manage all Sales Module records.

Chapter5: Customer Service Management
This chapter explains how to manage and configure thevarious elements of the Customer Service Module. This includes Contracts,Cases, Queues, Routing, and Knowledge Base. Also included are concepts relatingto templates for both Contracts and Knowledge Base articles.
MainTopics

Managing Contracts

Managing Cases

Case Routing and Using Queues

Managing the Knowledge Base
Lab:Customer Service Management

Contract and Case Management

Case Routing and Using Queues

Customer Service Management
After completing this chapter, students will be ableto:

Understand the role of Contracts, Contract Lines, and Cases in Microsoft CRM.

Understand the life cycle of Contracts and how they relate to Cases.

Understand the concepts of Queues and how to create and manage them for Case and Activity routing.

Understand Workplace and how to assign and accept items in Queues.

Understand the purpose and life cycle of Knowledge Base articles.

Understand how to create and manage all records in the Customer Service Module.