| |
Customized and On Site Training Available
Audience:
This training class is intended for:
- sales, service or support people who will be expected to use Microsoft CRM as part of their jobs,
- managers who need to understand and use Microsoft CRM to manage a sales or customer service operation, and
- administrators who need to configure and support a Microsoft CRM installation.
Prerequisites:
While there are no formal prerequisites, due to the pace of the presentation and the amount
of material that will be covered it will help if students have:
- experience operating Microsoft Windows and application software, and
- experience with typical sales or customer service duties.
Outline:
A. Core Section
1: Getting Started, Getting Around
We begin by getting Microsoft CRM up and running and putting you in control. You will learn the various options for starting Microsoft CRM and how to use both the mouse and keyboard for switching between modules, moving between product features, searching for information and entering data. You will also learn how to identify which modules and which edition of the product you are using and how to find additional help on any topic.
- Start Microsoft CRM
- Use the mouse or keyboard
- Identify key areas of the screen and what they do
- Search for different kinds of information.
- Get help on any topic.
- Understand the differences between Microsoft CRM editions
- Understand Microsoft CRM modules and identify which features are available.
2: Contacts and Accounts
Almost everything in Microsoft CRM revolves around people and the companies for which they work. This chapter makes sure you have the skills required to quickly and efficiently find, change and manage the information related to the people and companies you work with every day.
- Create new contacts and accounts.
- Find and manage existing records.
- Relate contacts and accounts with other records.
- Assign and share information with others.
3: Activities and Tasks
Activities and tasks are what make Microsoft CRM so much more than a simple database of names and numbers. Activities include all the different types of interaction you might have with customers, vendors, suppliers, even colleagues: phone calls, e-mail, faxes, letters and appointments.
- Create activities.
- Assign activities to other users.
- Search for activities.
- Relate activities to other records.
- Close, complete and delete activities.
4: Notes and Attachments
Notes and attachments are used to keep track of all information that is relevant to a contact, account or other record that does not fit into one of the standard activities.
- Add a note to an account, contact and activity.
- Find, change and delete notes.
- Work with attachments.
5: E-Mail
Sending and receiving e-mail is often an important part of business relationships. This chapter covers the features of Microsoft CRM devoted to e-mail.
- Send and receive e-mail.
- Assign and accept e-mail.
- Relate e-mail to other records.
- Create and use an e-mail template.
- Send e-mail to everyone in a list.
6: Workplace and Calendar
The Microsoft CRM Workplace is the place where you go to manage your activities (work in progress) and maintain your calendar.
- Switch between calendar views.
- Create an appointment.
- Manage work in progress.
7: Reporting and Exporting
Microsoft CRM offers over 100 reports. This chapter provides an overview of the different types of reports and who will typically use them, along with tips on configuring and navigating. Also included are techniques for exporting selected information to Microsoft Excel for additional reporting and other uses.
- Identifying which report is right for the job.
- Applying a filter to a report.
- Using the report viewer controls.
- Exporting data to Microsoft Excel.
B. Sales Section
8: Leads and Opportunities
Sales is all about following up on business leads and converting as many as possible into customer relationships. This chapter covers recording leads that could turn into business and then identifying and managing sales opportunities.
- Capture a lead.
- Qualify, disqualify, activate and deactivate leads.
- Convert a lead into a contact, account or opportunity.
- Keep track of opportunities and sales process stages.
9: Territories
Microsoft CRM includes sales territory management features. While not very sophisticated it does allow accounts to be associated with a territory along with sales and supporting staff members. This chapter illustrates the use of the territory features.
- Create a list of territories.
- Assign accounts to territories.
- Assign a manager and users to a territory.
10: Outlook
The optional Sales for Outlook product is for Microsoft CRM Sales users who want to be able to use the product while disconnected from the network. For example, talking a laptop on the road.
- Understand how to get around in the Sales for Outlook product.
- Use CRM toolbar, shortcuts and folders.
- Synchronize your data with the central database.
- Create new records, maintain existing records.
11: Professional Edition Features
The Professional Edition of Microsoft CRM Sales offers numerous additional features of which you should be aware. This chapter introduces and summarizes the following Professional Edition features:
- Sales Lead Routing
- Product Catalog
- Quotes, Orders, Invoices
- Sales Literature
- Competitor Tracking
- Sales Quotas
- Sales Process Workflow
- Integration with other software and systems
C. Service Section
12: Cases
Customer service staff use the Microsoft CRM Service case management features to handle requests for information or help with problems.
- Examine a customer service case.
- Create a new case.
- Change case resolution status.
- Share a case.
13: Queues
Incoming requests for service must be matched with a support person. Microsoft CRM uses queue to help manage the routing and assignment of requests.
- Examine the contents of a queue.
- Understand the difference between Sales Style and Customer Service style.
- Work with assigned versus in progress queues.
- Accept an item.
14: Knowledge Base
Customer service is all about connecting questions, concerns and problems with the right resources. The Microsoft CRM knowledge base is the place to record and share the information support professionals need to keep customers happy and resolve problems. This chapter covers the process of collecting, finding and using information in the knowledge base.
- Access knowledge base articles.
- Search for information.
- Understand the knowledge base life cycle of draft, approve and publish.
- Create and modify knowledge base articles.
15: Professional Edition Features
The Professional Edition of Microsoft CRM Service offers numerous additional features of which you should be aware. This chapter introduces and summarizes the following Professional Edition features:
- Product Catalog
- Support Contracts
- Service Request Case Routing
- Service and Support Workflow
- Integration with other software and systems
|
