Microsoft Dynamics CRM 4.0 User Training (Microsoft Course MOC-8913)

Customized and On Site Training Available 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, CEO’s, and consultants who want to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality. After completing this course, students will be able to: Microsoft CRM User Interface and application terminology Basic and advanced navigation and record maintenance Microsoft CRM Client for Outlook functionality and synchronization Planning and budgeting tasks related to marketing campaigns Create and manage customer lists Create marketing campaigns Manage campaigns and track campaign responses Account, Contact, and Activity record management Service Scheduling functionality. This includes Scheduling Services, Scheduling Administration, and Defining Services. Microsoft CRM Advanced Find functionality to evaluate customer data Service functionality. This includes Contract, Case, Knowledge Base, and Queue management Account, Contact, Lead, Opportunity and Activity record management Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management Prerequisites Before attending this course, students must have:   General knowledge of Microsoft® Windows® An understanding of Customer Relationship Management solution processes and practices 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 include: Gaining a competitive advantage through CRM. Understanding customer relationships in Microsoft Dynamics CRM. Managing processes with Microsoft Dynamics CRM. Module 2: Understanding Microsoft Dynamics CRM Software This module explains how Microsoft Dynamics CRM is installed and used in your environment. It covers the different types of server and client installations, introduces the user interface describes how to access help and how to personalize the user interface. Lessons include: Understanding the Microsoft Dynamics CRM Server and Client Options. Accessing Microsoft Dynamics CRM. Understanding the Microsoft Dynamics CRM User Interface. Getting Help. Personalizing the CRM Experience. 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 include: Understanding Multi-Language Support in Microsoft Dynamics CRM Understand Multi-Currency Support in Microsoft Dynamics CRM Setting Personal Options. Module 4: The Customer Centered View This module explains about the variety of tools to track, manage, execute, and report on customer interactions. Lessons include: View the customer through Microsoft Dynamics CRM. Microsoft Dynamics CRM in your organization. Implementing processes to support Microsoft Dynamics CRM. Understanding customer records. Relationships between customer records. Understanding record ownership and assignment. Using Activities to track customer interactions. Using workflows. Finding and maintaining your data. Using duplicate detection. Understanding the subject tree. 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 include: Understanding Microsoft Dynamics CRM for Outlook. Understanding integration between Microsoft Dynamics CRM and Outlook. Understanding records in Microsoft Dynamics CRM for Outlook. E-mail management in Microsoft Dynamics CRM for Outlook. Creating mail merge documents. Understanding differences between Outlook clients. Synchronizing Microsoft Dynamics CRM data. 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 include: Introducing Sales Management. Managing Leads. Managing Opportunities. Processing Sales Orders. Managing Products and Pricing. Keeping Track of Competitors. Managing Sales Literature. 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 include: Understanding Opportunities. Sales processes and sales pipeline report. Creating opportunities. Working with opportunities. Closing opportunities. 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 include: Using Leads in Microsoft Dynamics CRM. Creating and Importing Leads. Tracking and Converting Leads. Disqualifying and Reactivating Leads. Reporting on Leads. 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. Understanding the Product Catalog. Creating Price Lists. Creating and Editing Discount Lists. 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 include: Understanding sales order processing. Creating and revising quotes. Creating and tracking orders. Creating and closing invoices. 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 include: Evaluating Sales Data. Measuring performance with sales productivity reports. Using export to Excel. Using the Report Wizard. 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 include: Benefits of Closed Loop Marketing. Marketing campaigns versus quick campaigns. Using quick campaigns. Understanding marketing campaigns. Managing campaign responses. Analyzing campaigns Module 13: Planning and Creating Marketing Campaigns This module explains the process for creating quick campaigns, marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM. Lessons include: Creating quick campaigns. Creating a marketing campaign. Creating and using marketing lists. Creating and using campaign templates. 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 include: Distributing campaign activities. Monitoring marketing campaigns. Capturing and viewing campaign responses. Working with campaign responses. Analyzing marketing information. 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 include: Getting Started with Service Management. Understanding Subject Trees. Understanding the Service Management Process Flow 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 include: Understanding Contracts. Creating and managing contract templates. Creating a contract and contract lines. Modifying contracts and contract lines. Renewing contracts. Working 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 include: Understanding case management. Viewing Cases. Creating Cases. Assigning and reassigning cases. Editing cases. Resolving cases. Sharing cases. Reactivating cases. Canceling and deleting cases. Case management reports. 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 include: 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.