Microsoft CRM Sales Management
Course 8521: One day;
Instructor-Led
Course Fee:
$499.00
Course Time: 1 day, 9:00 am - 4:00 pm, or 2 evenings, 6pm - 9pm
Introduction
This one-day course explores the Microsoft CRM
application from a user's perspective. Application
functionality covered in the course includes Core CRM
Navigation, User Interface, Outlook Client, and the
Sales Management module. This application course does
not include materials or instructor discussion of
Microsoft CRM Installation, Application Configuration,
Workflow Configuration, Customization, Back Office
Integration or Data Migration.
This course teaches the processes and functionality
used by sales managers and sales representatives. The
course begins with an introduction to the core concepts
of Microsoft CRM then an overview of the sales
processes. Subsequent lessons explore the sales concepts
in greater detail. A thorough understanding of the sales
processes in Microsoft CRM helps you to get the most out
of your system.
Audience
Microsoft CRM Sales Management training is
recommended for individuals or anyone that plans to
implement, use, maintain, consult, or support Microsoft
CRM in their organization. The class is targeted toward
sales representatives, administrators, office managers,
CEO's, and consultants who need to understand the
technical aspects of Microsoft CRM and gain foundational
knowledge of the application functionality.
At Course Completion
After completing this course, students should
understand:
| • |
Microsoft CRM User Interface and application
terminology
|
| • |
Basic and advanced navigation and record
maintenance
|
| • |
Microsoft CRM Client for Outlook
functionality and synchronization
|
| • |
Account, Contact, Lead, Opportunity and
Activity record management
|
| • |
Sales functionality, including Lead,
Opportunity, Quote, Order, Invoice, and Product
Catalog management
|
| • |
Microsoft CRM Advanced Find functionality to
evaluate customer data
|
Prerequisites
Before attending this course, students must have:
| • |
General knowledge of Microsoft Windows
|
| • |
An understanding of Customer Relationship
Management solution processes and practices
|
Microsoft Certification exams
No Microsoft Certification exams are associated with
this course currently.
Course Materials
The student materials include comprehensive
courseware and other necessary materials for this class.
Course Outline
Chapter 1: Microsoft CRM Concepts
This chapter describes the overall solution of
Microsoft CRM and the benefits to an organization. There
is a brief overview of each of the available modules.
The chapter also discusses the concepts, tasks,
navigation, and functions that are used throughout the
product.
Main Topics
| • |
Microsoft CRM Modules
|
| • |
Accessing Microsoft CRM
|
| • |
Customer Records
|
| • |
Customer Relationships
|
| • |
Understanding customization availability
|
Labs
| • |
Working with Records
|
| • |
Accounts and Contacts
|
After completing this chapter, students should be
able to:
| • |
Understand the overall solution that
Microsoft Dynamics CRM provides and the
functionality and purpose of the Microsoft CRM
modules
|
| • |
Log on to Microsoft CRM
|
| • |
Understand the relationship between account
and contact records in Microsoft CRM
|
| • |
Understand the types of relationships that
can be created between records
|
Chapter 2: Microsoft CRM Client for Outlook
This chapter takes a look at how the Microsoft CRM
Client for Outlook works, how the functionality is
similar to the web client. It provides information on
how to work in the Outlook Client interface. The lesson
begins by identifying the functionality available in the
Outlook Client, and then discusses how to use the
functionality.
Main Topics
| • |
Identifying the functionality available in
the Microsoft CRM Client for Outlook
|
| • |
Navigate within the Microsoft CRM client for
Outlook user interface
|
| • |
Navigate within the Microsoft CRM client for
Outlook user interface
|
| • |
Create and manage Microsoft CRM records and
activities in Outlook
|
Labs
| • |
Synchronization in the Outlook client
|
| • |
Outlook client Record management and E-mail
management
|
After completing this chapter, students should be
able to:
| • |
Identify the functionality available in the
Microsoft CRM Outlook client.
|
| • |
Understand how to navigate the user interface
of the Microsoft CRM Outlook client.
|
| • |
Understand how the Outlook client
synchronizes with Microsoft Outlook and the
Microsoft CRM Server and also to how to take the
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
Outlook client.
|
| • |
Understand how to create mail merge documents
for the available record types in the Microsoft
CRM Outlook client.
|
Chapter 3: Sales Management Life Cycle
This chapter discusses a basic sales process starting
with a lead that the user enters for an existing
customer. The Sales Representative converts the lead to
an opportunity and associates the lead with the existing
customer. This lesson also discusses the relationship
between accounts, sub-accounts, and contacts. The focus
is on procedural introduction. Therefore, the sales
process is completed but not discussed in great detail.
Lessons
| • |
Sales Management Process Flow
|
| • |
Overview of core sales functionality
|
| • |
Working with Customer Records
|
Lab
| • |
Microsoft CRM Process Flow
|
After completing this chapter, students should be
able to:
| • |
Understand the sales process flow in
Microsoft Customer Relationship Management.
|
| • |
Complete an overview of the sales process
including the following tasks:
|
| • |
Create a lead record using the Lead Form
|
| • |
Qualify and convert a lead to an opportunity
|
| • |
Create a quote, order, and invoice
automatically from an opportunity
|
Chapter 4: Lead Management
This lesson takes a look at a more complex sales
process and discusses leads in great detail since this
is a key point in the sales process. The lesson begins
by importing leads then discusses the other activities
related to leads.
Main Topics
| • |
Understanding Leads
|
| • |
Creating and Importing Leads
|
| • |
Assigning, Sharing and Converting Leads
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| • |
Disqualifying and Reactivating Leads
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| • |
Reporting with Leads
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Labs
| • |
Managing and Creating Leads
|
| • |
Assign a Lead
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| • |
Create Leads
|
| • |
Qualify and Convert Leads
|
| • |
Disqualify and Reactivate Leads
|
| • |
Reporting with Leads
|
After completing this chapter, students should be
able to:
| • |
Understand the process for using Leads in
Microsoft CRM
|
| • |
Create leads using the lead form
|
| • |
Import Leads into Microsoft CRM from a file
|
| • |
Qualify leads and track communication
activity and convert a lead to an opportunity
|
| • |
Disqualify leads that will not result in
sales and reactivate leads that have been
disqualified
|
| • |
View Reports associated with leads
|
Chapter 5: Completing the Sale
This chapter continues the sales process that
originated with a lead and focuses on working with
opportunities. There is an in-depth discussion of the
Work Flow process. An opportunity is tracked through the
rest of the sales process including creating a quote,
order, and invoice.
Main Topics
| • |
Managing Opportunities
|
| • |
Working with Opportunities
|
| • |
Using Workflow and Sales Processes
|
| • |
Quotes, Orders, and Invoices
|
Labs
| • |
Manage Opportunities
|
| • |
Apply a Sales Process Rule
|
| • |
Process Quotes, Orders, and Invoices
|
After completing this chapter, students should be
able to:
| • |
Understand how to manage Opportunities to
help generate sales
|
| • |
Assign a rule using the Automated Sales
Process to automatically create sales tasks and
ensure a consistent sales process
|
| • |
Convert an Opportunity to a quote and track
the quote through the order and invoice phases
|
Chapter 6: Sales Productivity
This chapter discusses additional features in
Microsoft CRM that are used to analyze the data that is
captured in the system. The Advanced Find function is
used to run queries against the data to view information
in various formats. The lesson also looks at marketing
lists and quick campaigns.
Main Topics
| • |
Evaluating Customer Data
|
| • |
Creating and Saving Advanced Find queries
|
| • |
Managing Sales Productivity
|
| • |
Marketing Collaboration
|
Labs
| • |
Creating and Saving Advanced Find Views
|
| • |
Sales Productivity
|
| • |
Sales Productivity Reports
|
| • |
Quick Campaigns
|
After completing this chapter, students should be
able to:
| • |
Understand the type of information that you
can analyze in Microsoft CRM
|
| • |
Use the Advanced Find function to locate
customers that meet specified criteria, save
queries, and create Quick Campaigns
|
| • |
Use Sales information to review potential
opportunities to forecast revenue
|
| • |
Use Microsoft CRM to analyze sales
productivity
|
| • |
Manage customer marketing lists
|
Chapter 7: Sales Administration
This lesson covers the administrative concepts of
Microsoft CRM at a high level. These are tasks that are
used during the implementation of the product and
periodically for maintenance.
Main Topics
| • |
Automated Sales and Workflow Processes
|
| • |
Managing Competitors
|
| • |
Managing Sales Literature
|
| • |
Creating a Product Catalog
|
Lab
| • |
Manage Competitive Information
|
After completing this chapter, students should be
able to:
| • |
Understand how to use sales processes and
workflow rules
|
| • |
Add information regarding Competitors
|
| • |
Manage sales literature items and attach
documents to records
|
| • |
Maintain the product catalog including price
and discount lists
|
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