Microsoft Dynamics CRM 3.0 User Training Alto Consulting & Training Course (Alto Course CRM-110)

We now offer Microsoft Dynamics CRM 4.0 User Training Customized and On Site Training Available This three-day hands-on course explores the Microsoft Dynamics CRM 3.0 application from a user's perspective. Product features covered in the course include Core CRM Navigation, User Interface, Outlook Client, the Sales Management module, the Marketing module and the Service Management module. A complete understanding of the sales, marketing and service processes in Microsoft Dynamics CRM 3.0 helps you get the most value from this powerful, flexible system. Students receive comprehensive course books that include additional, advanced modules that are not covered in class. MBS-8521 MBS-8522 MBS-8523 MBS-8524 Audience Microsoft Dynamics CRM 3.0 training is recommended for anyone that plans to implement, use, maintain, consult, or support Microsoft Dynamics CRM 3.0 in their organization. The class is targeted toward sales representatives, marketing staff, service representatives, administrators, office managers, CEO's, and consultants who need to gain foundational knowledge of the application functionality. Prerequisites There are no prerequisites for this class. Chapter 1: Microsoft Dynamics CRM 3.0 Concepts This chapter describes the overall solution of Microsoft Dynamics CRM 3.0 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. Microsoft Dynamics CRM 3.0 Modules Accessing Microsoft Dynamics CRM 3.0 Customer Records Customer Relationships Understanding customization availability Chapter 2: Microsoft Dynamics CRM 3.0 Client for Outlook This chapter takes a look at how the Microsoft Dynamics CRM 3.0 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. Identifying the functionality available in the Microsoft Dynamics CRM 3.0 Client for Outlook Navigate within the Microsoft Dynamics CRM 3.0 client for Outlook user interface Create and manage Microsoft Dynamics CRM 3.0 records and activities in Outlook 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. Sales Management Process Flow Overview of core sales functionality Working with Customer Records Chapter 4: Lead Management This chapter 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. Understanding Leads Creating and Importing Leads Assigning, Sharing and Converting Leads Disqualifying and Reactivating Leads Reporting 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. Managing Opportunities Working with Opportunities Using Workflow and Sales Processes Quotes, Orders, and Invoices Chapter 6: Sales Productivity This chapter discusses additional features in Microsoft Dynamics CRM 3.0 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. Evaluating Customer Data Creating and Saving Advanced Find queries Managing Sales Productivity Marketing Collaboration Chapter 7: Sales Administration This chapter covers the administrative concepts of Microsoft Dynamics CRM 3.0 at a high level. These are tasks that are used during the implementation of the product and periodically for maintenance. Automated Sales and Workflow Processes Managing Competitors Managing Sales Literature Creating a Product Catalog Chapter 8: Marketing Automation Life Cycle This chapter goes through an entire marketing campaign to provide an overview of the key features and processes. The focus is on procedural introduction, therefore, the marketing processes are completed but not discussed in great detail. Main Topics Marketing Automation Process Flow Marketing process demonstration Chapter 9: Planning Marketing Campaigns This chapter explains the concepts for planning a marketing campaign and how to gather information in Microsoft Dynamics CRM 3.0 system to assist in the preparation of marketing campaign Main Topics Marketing Campaigns Planning a campaign Managing Lists Using Lists Chapter 10: Campaign Creation This chapter closely examines the process for creating a campaign and a campaign template. Also discussed is the process and importance of testing a campaign prior to launching. Creating a Campaign Managing and Testing Pre-Launch Campaigns Chapter 11: Campaign Execution and Response Management This chapter discusses the process for running a campaign and keeping track of campaign activities. The lesson also explores the analysis of data that results from marketing campaigns. Executing a campaign Running and Managing Campaigns Tracking Marketing Information Quick Campaigns Chapter 12: Service Management Life Cycle This chapter discusses a basic service management process starting with resolving a case for an existing customer. Understand the service management process flow in Microsoft Dynamics CRM 3.0 View a demonstration of the service management process Chapter 13: Contract Management This chapter looks at the Microsoft Dynamics CRM 3.0 Contract Management, and discusses how organizations can use service level agreements to determine customer entitlement. Understand the Contract life cycle Understand the role of Contracts and Contract Lines Create, manage, and define Contracts and Contract Templates Chapter 14: Case Management This chapter looks at the Case Management, and discusses how organizations can use cases to track, and resolve customer related issues. Understand the lifecycle of a case Understand the effects of Case routing Create, modify, assign, share, and resolve cases Chapter 15: Creating a Knowledge Base Recognize the purpose of the Microsoft Dynamics CRM 3.0 Knowledge Base. Understand the life cycle of Knowledge Base articles. Create Knowledge Base articles and article templates. Create, submit reject, and publish Knowledge Base articles. Chapter 16: Managing Service Queues This chapter takes a look at the process of managing service queues in Microsoft Dynamics CRM 3.0, and discusses how to create, manage, and use queues based on how an organization is structured. Understand the flow of cases and activities through queues View and explore queues Assign and Accept queue items Create, Edit and Delete public queues Understand case routing and queues Chapter 17: Service Scheduling Life Cycle This chapter discusses a basic service scheduling process starting with defining a service. The Service Manager creates the service, and ensures that the appropriate resources are added to the service. Once this process is complete the Service Representative can schedule a service activity. Understand the service scheduling process flow in Microsoft Dynamics CRM 3.0. View a demonstration of the service scheduling process Chapter 18: Scheduling Services for Your Customers This chapter discusses the scheduling process scheduling service activities in detail since this is a key entry point in the scheduling process. The lesson begins by scheduling services, and then discusses the other activities related to scheduling. Navigate and book service activities in the Service Calendar Schedule a service activity for your customers Close, Cancel or reschedule a service activity View service activities and appointments Set Customer preferences for a service activity Chapter 19: Maintaining User and Resources This chapter discusses the scheduling administration and set up process, and administrative activities in detail since this is a key entry point in the scheduling process. The lesson begins by selecting the working hours for your business, resources and so on, and then discusses the other activities related to ensuring that the scheduling engine as all required information to begin the scheduling process. Understand the concepts of scheduling users and other resources in Microsoft Dynamics CRM 3.0 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 Set or edit business closures Chapter 20: Defining Services This chapter discusses defining the services that your organization provide, and how resources are added to these services to ensure that Microsoft Dynamics CRM 3.0 selects the appropriate resource. The lesson begins by defining rules and resources for services, and then discusses the other activities related to adding the appropriate resources to perform the service activities. Define rules and resources for services Create or edit a service