Microsoft Dynamics CRM 4.0 Applications
Course 8913 : Three days;
Instructor-Led
Course Fee:
$1497.00
Course Time: 3 days, 9:00 am - 5:00 pm, or 6 evenings, 6pm - 9pm
Introduction
This three-day course explores the Microsoft Dynamics
CRM application from a user's perspective. Application
functionality covered in the course includes:
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Sales Management
|
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Marketing Automation
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Service Management
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Service Scheduling
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Elements of this syllabus are subject to change.
This three-day instructor-led course provides
students with the knowledge and skills to improve their
business processes by using the key features of sales
management, marketing automation, service management,
and service scheduling.
Audience
This course is intended for individuals or anyone
that plans to implement, use, maintain, or support
Microsoft CRM in their organization. The class is
targeted toward service schedulers, administrators,
office managers, CEOs, and consultants who want to
understand the technical aspects of Microsoft CRM and
gain foundational knowledge of the application
functionality.
At Course Completion
After completing this course, students will be able
to:
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Microsoft CRM User Interface and application
terminology
|
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Basic and advanced navigation and record
maintenance
|
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Microsoft CRM Client for Outlook
functionality and synchronization
|
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Planning and budgeting tasks related to
marketing campaigns
|
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Create and manage customer lists
|
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Create marketing campaigns
|
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Manage campaigns and track campaign responses
|
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Account, Contact, and Activity record
management
|
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Service Scheduling functionality. This
includes Scheduling Services, Scheduling
Administration, and Defining Services.
|
| |
Microsoft CRM Advanced Find functionality to
evaluate customer data
|
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Service functionality. This includes
Contract, Case, Knowledge Base, and Queue
management
|
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Account, Contact, Lead, Opportunity and
Activity record management
|
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Sales functionality, including Lead,
Opportunity, Quote, Order, Invoice, and Product
Catalog management
|
Prerequisites
Before attending this course, students must have:
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General knowledge of Microsoft Windows
|
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An understanding of Customer Relationship
Management solution processes and practices
|
Microsoft Certified Professional Exams
No Microsoft Certified Professional exams are
associated with this course currently.
Course Materials
The student kit includes a comprehensive workbook and
other necessary materials for this class.
Course Outline
Module 1: Introduction to Microsoft Dynamics CRM
This module explains how the overall value to an
organization of creating and implementing a CRM
strategy. It explains how Microsoft Dynamics CRM
supports a successful CRM strategy through a set of
modules organized by functional area: sales, marketing,
and service.
Lessons
| |
Gaining a competitive advantage through CRM.
|
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Understanding customer relationships in
Microsoft Dynamics CRM.
|
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Managing processes with Microsoft Dynamics
CRM.
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After completing this module, students will be able
to:
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Understand the benefits of using Microsoft
Dynamics CRM to support a CRM strategy
|
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Identify the functionality and purpose of the
Microsoft Dynamics CRM sales module
|
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Identify the foundation of customer
relationships in Microsoft Dynamics CRM
|
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Understand how Microsoft Dynamics CRM
balances the needs of usability and reporting to
benefit both management and staff
|
Module 2: Understanding Microsoft Dynamics CRM
Software
Lessons
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Understanding the Microsoft Dynamics CRM
Server and Client Options.
|
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Accessing Microsoft Dynamics CRM.
|
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Understanding the Microsoft Dynamics CRM User
Interface.
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Getting Help.
|
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Personalizing the CRM Experience.
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After completing this module, students will be able
to:
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Identify the different types of server
options and end-user clients available for
deploying and accessing Microsoft Dynamics CRM.
|
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Access Microsoft Dynamics CRM.
|
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Become familiar with the user interface.
|
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Recognize how to access Help.
|
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Identify how to personalize Microsoft
Dynamics CRM to meet your specific interface
needs.
|
Module 3: Using Microsoft Dynamics CRM in a Global
Market
This module explains how Microsoft Dynamics CRM works
in a global environment, including languages,
currencies, and adjusting the interface to different
languages and regions.
Lessons
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Understanding Multi-Language Support in
Microsoft Dynamics CRM
|
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Understand Multi-Currency Support in
Microsoft Dynamics CRM
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Setting Personal Options.
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After completing this module, students will be able
to:
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Understand how Microsoft Dynamics CRM
supports companies that operate in global
environments with multi-language support.
|
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Use Microsoft Dynamics CRM features to
support multiple currencies.
|
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Personalize user environments to match the
users preferred language, currency and date
format.
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Module 4: The Customer Centered View
This module explains about the variety of tools to
track, manage, execute, and report on customer
interactions.
Lessons
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View the customer through Microsoft Dynamics
CRM.
|
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Microsoft Dynamics CRM in your organization.
|
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Implementing processes to support Microsoft
Dynamics CRM.
|
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Understanding customer records.
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Relationships between customer records.
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Understanding record ownership and
assignment.
|
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Using Activities to track customer
interactions.
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Using workflows.
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Finding and maintaining your data.
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Using duplicate detection.
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Understanding the subject tree.
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Lab 4.1: Creating Account and Contact Records
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Create new accounts, new contacts, and
contacts associated with existing accounts.
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Lab 4.2:Accounts and Contacts
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Set up a complex organization model.
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After completing this module, students will be able
to:
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Understand how Microsoft Dynamics CRM
provides a customer-centered view of an
organizations activities.
|
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Identify your organizations goals and
expectations for deploying Microsoft Dynamics
CRM.
|
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Support a successful deployment by defining
your organizations processes.
|
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Understand Microsoft Dynamics CRM core
concepts, including customer records.
|
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Identify the types of relationships that can
be established between different kinds of
records.
|
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Understand record ownership concepts,
including assigning and sharing records.
|
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Create activities to track customer
interactions.
|
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Use workflows to carry out routine tasks and
enforce sales processes.
|
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Identify the tools you can use to search for
records quickly.
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Use Duplicate Detection to ensure data
integrity.
|
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Create a subject tree to help organize your
data effectively.
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Module 5: Using Microsoft Dynamics CRM for Outlook
This module explains the unique benefits of Microsoft
Dynamics CRM for Outlook and explains how you can use
Microsoft Dynamics CRM for Outlook to manage e-mail,
appointments and tasks and contacts. Then, this module
covers how to create personalized communications using
Mail Merge. Finally, a lesson explains the differences
between Microsoft Dynamics CRM for Outlook with off-line
functionality verses on-line functionality and how
records between Outlook and Microsoft Dynamics CRM are
synchronized.
Lessons
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Understanding Microsoft Dynamics CRM for
Outlook.
|
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Understanding integration between Microsoft
Dynamics CRM and Outlook.
|
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Understanding records in Microsoft Dynamics
CRM for Outlook.
|
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E-mail management in Microsoft Dynamics CRM
for Outlook.
|
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Creating mail merge documents.
|
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Understanding differences between Outlook
clients.
|
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Synchronizing Microsoft Dynamics CRM data.
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Lab 5.1: Creating an Opportunity and an
Appointment from an inbound e-mail.
| |
In this lab, you will use the information
provided in an inbound e-mail and Set Regarding
to create an opportunity and then create an
appointment with that opportunity.
|
Lab 5.2: Synchronization in the Microsoft Dynamics
CRM Client for Outlook.
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Perform offline and online synchronization.
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After completing this module, students will be able
to:
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Understand the benefits of Microsoft Dynamics
CRM for Microsoft Office Outlook.
|
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Understand how records are handled between
Microsoft Dynamics CRM for Outlook and Microsoft
Dynamics CRM.
|
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Understand how records are handled between
Microsoft Dynamics CRM for Outlook and Microsoft
Dynamics CRM.
|
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Create and manage Microsoft Dynamics CRM
records and activities in Outlook.
|
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Understand how to use Mail Merge to create
personalized form documents.
|
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Understand the functionality available when
working Offline and Online.
|
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Understand how contacts, e-mail, appointments
and tasks synchronize between Outlook and
Microsoft Dynamics CRM.
|
Module 6: Introduction to Sales
This module explains the basic sales process and how
sales processes may vary between organizations. It
describes and provides guidance for making decisions
about which areas of Sales to use and how to use them.
Lessons
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Introducing Sales Management.
|
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Managing Leads.
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Managing Opportunities.
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Processing Sales Orders.
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Managing Products and Pricing.
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Keeping Track of Competitors.
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Managing Sales Literature.
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Lab 6.1: Create Competitor List
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Using the competitor form.
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After completing this module, students will be able
to:
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Know the fundamental elements of the sales
process.
|
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Know when to use leads to qualify or
disqualify opportunities.
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Know when to use opportunities.
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Understand sales order processing and know
when to use quotes, orders, and invoices.
|
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Create, post, and review purchase invoices.
|
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Know when to use the Product Catalog.
|
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Know when and how to use the Competitors
area.
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Know when and how to use the Sales Literature
area.
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Module 7: Opportunity Management
This module explains how to use Microsoft Dynamics
CRM to work with qualified customers in order to make a
sale.
Lessons
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Understanding Opportunities.
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Sales processes and sales pipeline report.
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Creating opportunities.
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Working with opportunities.
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Closing opportunities.
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Lab 7.1: Creating a Sales Process
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Create a staged Sales Process workflow for
opportunities
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Lab 7.2: Managing Your Pipeline
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Work with the activities of an opportunity in
the Proposal sales stage to move the opportunity
forward to the Closing stage.
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After completing this module, students will be able
to:
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Understand the role of opportunities in
Microsoft Dynamics CRM
|
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Use sales process workflows for pipeline
reporting.
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Create opportunities.
|
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Work with opportunities, by applying such
things as sales processes, adding Activities,
viewing sales literature, adding products and
competitors
|
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Close opportunities.
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Module 8: Managing Leads
This module explains how to takes a look at a more
complex sale process and discusses leads in detail, as
they can be a key entry point in the sales process. The
discussion begins with entering and importing leads, and
then walks through the process of converting a lead to
an opportunity, account and contact. It also covers
converting an activity to a lead and ways to disqualify
and reactivate leads. Finally, the lesson highlights
ways to use lead reports.
Lessons
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Using Leads in Microsoft Dynamics CRM.
|
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Creating and Importing Leads.
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Tracking and Converting Leads.
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Disqualifying and Reactivating Leads.
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Reporting on Leads.
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Lab 8.1: Managing and Creating Leads
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Managing and Creating Leads
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Lab 8.2: Create Leads
Lab 8.3 Qualify and Convert Leads
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Convert a lead to an Opportunity, account and
contact.
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After completing this module, students will be able
to:
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Understand the process for using leads in
Microsoft Dynamics CRM.
|
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Create and import leads into Microsoft
Dynamics CRM from a file.
|
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The goal of this demonstration is to convert
an e-mail activity to a lead.
|
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Qualify leads and track and convert then.
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Convert a lead to an opportunity.
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Review the new contact and account.
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Disqualify leads that will not result in
sales and reactivate leads that have been
disqualified.
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View reports about leads.
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Module 9: Using the Product Catalog
This module explains how to the role of the product
catalog in Microsoft Dynamics CRM and the tasks required
to set up a product catalog. These tasks include setting
up and maintaining unit groups, products, and price
lists.
Lessons
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Understanding the Product Catalog.
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Creating Price Lists.
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Creating and Editing Discount Lists.
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Lab 9.1: Create a Unit Group and Price List
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Create a unit group
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Create a price list
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After completing this module, students will be able
to:
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Identify the role and functions of the
product catalog.
|
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Define unit groups to reflect packaging.
|
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Add products, create kits of products, and
specify substitute products.
|
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Create price lists and set up different
prices lists for different types of customers.
|
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Create and maintain discount lists to use as
customer incentives.
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Module 10: Sales Order Processing
This module explains how to process a sales order in
Microsoft Dynamics CRM 4.0. This module covers quotes,
orders, and invoices.
Lessons
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Understanding sales order processing.
|
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Creating and revising quotes.
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Creating and tracking orders.
|
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Creating and closing invoices.
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Lab 10.1: Convert a Quote to an Order
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Create an order from a quote.
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After completing this module, students will be able
to:
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Understand what constitutes a complete sales
transaction.
|
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Understand the two states of quotes, how to
use quotes and how to create and edit quotes.
|
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Create a new order, create an order from a
quote, and track order fulfillment.
|
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Create an invoice from an order and close or
cancel an invoice.
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Module 11: Sales Reporting
This module explains the additional features in
Microsoft Dynamics CRM that are used to analyze the data
captured in the system. A number of sales productivity
reports provide insight into sales performance and allow
for sales forecasting. The Export to Excel feature
enables both static copies and dynamic queries of data
to be viewed and evaluated in Microsoft Excel.
Lessons
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Evaluating Sales Data.
|
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Measuring performance with sales productivity
reports.
|
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Using export to Excel.
|
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Using the Report Wizard.
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Lab 11.1: Sales Productivity
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Using Advanced Find to locate and view
information for a report.
|
Lab 11.2: Sales Productivity Reports
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Using the Lead Source Effectiveness Report.
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After completing this module, students will be able
to:
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Understand the tools you use to evaluate
sales data.
|
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Use default sales productivity reports to
review potential opportunities, forecast revenue
and analyze sales productivity.
|
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Export the results of an Advanced Find or
view an Excel spreadsheet using the Export to
Microsoft Excel feature.
|
Module 12: Understanding Marketing Campaigns
This module explains the marketing functionality and
key features you can use to increase marketing
effectiveness. It explains the core concepts of
marketing campaigns in Microsoft Dynamics CRM. This
lesson will give you an understanding of closed loop
marketing, quick campaigns, marketing campaigns, the
parts of a marketing campaign, and campaign responses
and reporting.
Lessons
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Benefits of Closed Loop Marketing.
|
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Marketing campaigns versus quick campaigns.
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Using quick campaigns.
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Understanding marketing campaigns.
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Managing campaign responses.
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Analyzing campaigns
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After completing this module, students will be able
to:
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Understand the benefits of closed loop
marketing.
|
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Identify when to use a quick campaign and
when to use a marketing campaign.
|
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Know the purpose of quick campaigns and the
key steps to create one.
|
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Know the purpose and elements of marketing
campaigns.
|
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Identify the way campaign results can be
captured.
|
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Understand the analysis and reporting
available for campaigns.
|
Module 13: Planning and Creating Marketing
Campaigns
This module explains how the overall value to an
organization of creating and implementing a CRM
strategy. It explains how Microsoft Dynamics CRM
supports a successful CRM strategy through a set of
modules organized by functional area: sales, marketing,
and service.
Lessons
| |
Creating quick campaigns.
|
| |
Creating a marketing campaign.
|
| |
Creating and using marketing lists.
|
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Creating and using campaign templates.
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Lab 13.1: Quick Campaigns
| |
Create a quick campaign.
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Lab 13.2: Create a Marketing Campaign
| |
Create a marketing campaign.
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Lab 13.3: Campaign Tasks and Activities
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Campaign tasks and activities.
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After completing this module, students will be able
to:
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Create a new quick campaign.
|
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Create a marketing campaign.
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Create and use marketing lists.
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Create and use campaign templates.
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Module 14: Managing Marketing Campaigns
This module explains the process for distributing
campaign activities to launch your campaign. Discussed
is managing a campaign that is underway and tracking
campaign responses.
Lessons
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Distributing campaign activities.
|
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Monitoring marketing campaigns.
|
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Capturing and viewing campaign responses.
|
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Working with campaign responses.
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Analyzing marketing information.
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Lab 14.1 Create a Campaign Response
| |
Locate information regarding a campaign that
is specific to a customer.
|
After completing this module, students will be able
to:
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Distributing Campaign Activities. Manage
campaign responses.
|
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Analyze the results of a marketing campaign
using reports
|
| |
Analyze the results of a marketing campaign
using reports
|
Module 15: Understanding Service Management
This module introduces Microsoft Dynamics CRM service
management functionality and explains how it helps
organizations track information about cases, customer
complaints or requests, and small projects. It covers
the core components of service management and explains
how the subject tree provides a structured approach for
grouping and managing information.
Lessons
| |
Getting Started with Service Management.
|
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Understanding Subject Trees.
|
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Understanding the Service Management Process
Flow
|
After completing this module, students will be able
to:
| |
Understand the service management tools
available in Microsoft Dynamics CRM.
|
| |
Understand how a subject tree works and how
it relates to service management cases.
|
| |
Understand the service management process
flow.
|
| |
Gain an understanding of how the service
management process flow helps organizations
manage and resolve cases by viewing a
demonstration.
|
Module 16: Managing Contracts
This module explains the lifecycle and key concepts
of contracts in Microsoft Dynamics CRM. It explains how
to create contract templates that contracts are based
on. This module also explains how to modify contracts
and how to delete, cancel, renew, or put a contract on
hold.
Lessons
| |
Understanding Contracts.
|
| |
Creating and managing contract templates.
|
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Creating a contract and contract lines.
|
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Modifying contracts and contract lines.
|
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Renewing contracts.
|
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Working with contracts.
|
Lab 16.1: Creating Contracts and Contract Lines
| |
Create a contract, add contract lines, and
invoice the contract.
|
Lab 16.2: Using Hold, Release Hold, and Renew
Contract
| |
Put a contract on hold, reinstate it, and
then renew it.
|
After completing this module, students will be able
to:
| |
Learn the key concepts and lifecycle of
contract management in Microsoft Dynamics CRM.
|
| |
Work with contract templates.
|
| |
Create contracts and contract line items.
|
| |
Modify contracts and contract lines.
|
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Renew contracts.
|
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Understand contract ownership and identify
how cases work with contracts.
|
Module 17: Managing Cases
This module explains concepts of case management, the
steps in the case resolution process, and the ways you
can view and manage cases in Microsoft Dynamics CRM. The
module covers creating, deleting, and editing cases, and
then discusses other activities related to case
management, such as assigning and sharing cases and
using the knowledge base to research issues and resolve
cases.
Lessons
| |
Understanding case management.
|
| |
Viewing Cases.
|
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Creating Cases.
|
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Assigning and reassigning cases.
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Editing cases.
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Resolving cases.
|
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Sharing cases.
|
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Reactivating cases.
|
| |
Canceling and deleting cases.
|
| |
Case management reports.
|
Lab 17.1: Managing Cases
Lab 17.2: Case Creation and Resolution
| |
Create a case and then resolve it.
|
After completing this module, students will be able
to:
| |
Understand the concepts governing cases and
the resolution process for a case.
|
| |
Become familiar with where to access and view
cases in Microsoft Dynamics CRM.
|
| |
Learn how to create a new cases or convert an
activity to a case.
|
| |
Understand how to assign and reassign cases
to customer service representatives.
|
| |
Understand how to accept cases from a Queue
|
| |
Understand how to view, edit and work on
cases.
|
| |
Learn when and how to resolve cases and how
to resolve cases using the knowledge base.
|
| |
Learn why and how to share cases with others.
|
| |
Know how to reactivate cases that have been
resolved.
|
| |
Understand when and how to cancel and delete
cases.
|
| |
Know the types of reports related to case
managements.
|
Module 18: Creating A Knowledge Base
This module explains how to the Microsoft Dynamics
CRM Knowledge Base, and discusses how organizations can
browse, locate and share information using this
repository.
Lessons
| |
What is the Microsoft Dynamics CRM Knowledge
Base?
|
| |
Working with article templates.
|
| |
Creating and submitting articles.
|
| |
Approving, publishing, and rejecting an
article.
|
| |
Finding information in the knowledge base.
|
Lab 18.1:Creating, Submitting, and Publishing
Knowledge Base Articles.
| |
Create, submit and publish a Knowledge Base
article
|
Lab 18.2: Reviewing, Approving, and Rejecting
Knowledge Base Articles
| |
Review, approve, and Reject Knowledge Base
article.
|
After completing this module, students will be able
to:
| |
Understand the purpose of the Microsoft
Dynamics CRM Knowledge Base, Knowledge Base
concepts, and the life cycle of Knowledge Base
articles.
|
| |
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, including how to create public
queues and routing rules for queues. It discusses the
process of deleting queues and explains how to view the
list of cases and activities in queues and how to accept
and assign items from queues.
Lessons
| |
Overview of Queues.
|
| |
Setting up public queues.
|
| |
Deleting queues.
|
| |
Working with queues.
|
Lab 19.1: Creating and Assigning Queues
| |
Create a queue and assign some cases to it.
|
After completing this module, students will be able
to:
| |
Understand the basics of queues and the flow
of cases and activities through queues.
|
| |
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
This module explains the basic service scheduling
process.
Lessons
| |
Service Scheduling Introduction and
Terminology.
|
| |
Service Scheduling Scenarios.
|
| |
Service Scheduling Process Flow.
|
Lab 20.1: Scheduling Terminology
| |
Match terms and descriptions.
|
After completing this module, students will be able
to:
| |
Introduce key service scheduling concepts
|
| |
Compare service business scenarios
|
| |
Understand the service scheduling process
flow in Microsoft CRM
|
| |
View a demonstration of the service
scheduling process
|
Module 21: Scheduling Services for Your Customers.
This module explains the service scheduling
activities in detail.
Lessons
| |
Scheduling Services.
|
| |
Navigating and Booking Service Activities in
the Service Calendar.
|
| |
Scheduling Service Activities.
|
| |
Close, Cancel, or Reschedule a Service
Activity.
|
| |
View Service Activities and Appointments.
|
| |
Setting Service Activity Preferences for
Customers.
|
Lab 21.1: Scheduling a Service Activity for a Case
| |
Schedule a service activity.
|
Lab 21.2: Following up on Appointments
| |
Follow up on appointments.
|
After completing this module, students will be able
to:
| |
Navigate and book service activities in the
Service Calendar.
|
| |
Schedule a service activity for your
customers.
|
| |
This demonstration illustrates how to create
and schedule a service activity using the
Service Calendar in Microsoft CRM.
|
| |
Close, cancel, or reschedule a service
activity.
|
| |
This demonstration illustrates how to
reschedule a service activity.
|
| |
View service activities and appointments.
|
| |
Set customer preferences for a service
activity.
|
Module 22: Maintaining Users and Resources
This module explains the scheduling administration,
set up process, and administrative activities in detail
since this is a key entry point in the scheduling
process.
Lessons
| |
Scheduling users and other resources for
services.
|
| |
User work schedules.
|
| |
Creating a group of resources that can be
scheduled together.
|
| |
View schedules for resources.
|
| |
Manage how resources are allocated for
service activities.
|
| |
Create, edit, or add members to a site.
|
| |
Set or edit business closures.
|
Lab 22.1: User Work Schedules
Lab 22.2: Create Business Closures
| |
Create a business closure time.
|
Lab 22.3: Remove a resource from a scheduled
Service
After completing this module, students will be able
to:
| |
Understand the concepts of scheduling users
and other resources in Microsoft CRM
|
| |
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.
|
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