MOC 8913 - Applications in Microsoft Dynamics CRM 4.0


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Course Outline

This Microsoft Dynamics CRM training class provides students with the necessary tools to use Microsoft Dynamics CRM 4.0. The class focuses on the user interface and application functionality, specifically: Sales, Marketing Automation, Service, and Service Scheduling.

  1. Introduction to Microsoft Dynamics CRM
    1. Gaining a competitive advantage through CRM
    2. Microsoft Dynamics CRM Modules
    3. Microsoft Dynamics CRM Server and Client Options
    4. Balancing Usability and Reporting
    5. Microsoft Dynamics CRM User Interface
    6. Getting Help
    7. Multi-Language Support in Microsoft Dynamics CRM
    8. Multi-Currency Support in Microsoft Dynamics CRM
    9. Personalizing the CRM Experience
    10. Setting Personal Options
  2. Microsoft Dynamics CRM Basics
    1. View the customer through Microsoft Dynamics CRM
    2. Microsoft Dynamics CRM in Your Organization
    3. Implementing Processes to support Microsoft Dynamics CRM
    4. Customer Records
    5. Relationships between Customer Records
    6. Record Ownership and Assignment
    7. Using Activities to track Customer Interactions
    8. Using Workflows
    9. Finding and Maintaining Your Data
    10. Using Duplicate Detection
    11. Subject Tree
    12. Lab: Creating Account and Contact Records
    13. Lab: Maintaining Accounts and Addresses
    14. Set up a complex organization model
  3. Microsoft Dynamics CRM for Microsoft Office Outlook
    1. Benefits of Using Microsoft Dynamics CRM for Microsoft Office Outlook
    2. Integration between Microsoft Dynamics CRM and Outlook
    3. Record Management in Microsoft Dynamics CRM for Outlook
    4. E-mail management in Microsoft Dynamics CRM for Outlook
    5. Creating Mail Merge Documents
    6. Differences between Outlook Clients
    7. Using Microsoft Dynamics CRM for Outlook with Offline Access
    8. Lab: Creating an Opportunity from an Outlook Appointment
    9. Lab: Using Microsoft Dynamics CRM for Outlook with Offline Access
    10. Perform offline and online synchronization.
  4. Introduction to Sales Management
    1. Sales Management Overview
    2. Tracking Competitors
    3. Managing Sales Literature
    4. Introduction to Leads
    5. Creating and Importing Leads
    6. Tracking and Converting Leads
    7. Disqualifying and Reactivating Leads
    8. Reporting on Leads
    9. Introduction to Opportunities
    10. Creating Opportunities
    11. Working with Opportunities
    12. Tracking Opportunities through a Sales Process
    13. Closing Opportunities
    14. Using the Sales Pipeline Report
    15. Lab: Create Competitors
    16. Lab: Creating Leads
    17. Create a staged Sales Process workflow for opportunities
    18. Lab: Qualify and Convert Leads
    19. Lab: Creating a Sales Process
    20. Create a staged sales process workflow.
    21. Lab: Completing a Sales Process
  5. Sales Order Processing
    1. Completing the Sales Transaction
    2. Product Catalog
    3. Unit Groups
    4. Adding Products
    5. Creating Price Lists
    6. Creating Discount Lists
    7. Creating and Revising Quotes
    8. Creating and Tracking Orders
    9. Creating and Closing Invoices
    10. Evaluating Sales Data
    11. Measuring Performance with Sales Productivity Reports
    12. Using Export to Excel
    13. Using the Report Wizard
    14. Lab: Create a Unit Group and Price List
    15. Lab: Convert a Quote to an Order
    16. Convert a quote to an order.
    17. Lab: Sales Productivity
  6. Introduction to Marketing Management
    1. Benefits of Closed Loop Marketing
    2. Quick Campaigns
    3. Marketing Campaigns vs. Quick Campaigns
    4. Creating a Marketing Campaign
    5. Creating and Using Marketing Campaign
    6. Creating and Using Campaign Templates
    7. Managing Campaign Responses
    8. Analyzing Campaigns
    9. Lab: Quick Campaigns
    10. Lab: Create a Marketing Campaign
    11. Create a marketing campaign.
  7. Implementing Marketing Campaigns
    1. Distribute Campaign Activities
    2. Monitoring Marketing Campaigns
    3. Capturing and Viewing Campaign Responses
    4. Working with Campaign Responses
    5. Analyzing Marketing Information
    6. Lab: Create a Campaign Response
  8. Introduction to Service Management
    1. Getting Started with Service Management
    2. Subject Trees
    3. Service Management Process Flow
    4. Contracts
    5. Creating Contract Templates
    6. Creating a Contract and Contract Lines
    7. Modifying Contracts and Contract Lines
    8. Renewing Contracts
    9. Working with Contracts
    10. Lab: Creating Contracts and Contract Lines
  9. Managing Service Cases
    1. Understanding Case Management
    2. Viewing Cases
    3. Creating Cases
    4. Assigning and Reassigning Cases
    5. Accepting Cases
    6. Maintaining Cases
    7. Resolving Cases
    8. Sharing Cases
    9. Reactivating Cases
    10. Canceling and Deleting Cases
    11. Case Management Reports
    12. Lab: Case Creation and Resolution
  10. Microsoft Dynamics CRM Knowledge Base
    1. Knowledge Base Concepts
    2. Working with Article Templates
    3. Creating and Submitting Articles
    4. Approving, Publishing, and Rejecting an Article
    5. Finding Information in the Knowledge Base
    6. Queues
    7. Setting Up Public Queues
    8. Deleting Queues
    9. Working with Queues
    10. Lab: Creating, Submitting, and Publishing Knowledge Base Articles.
    11. Lab: Creating and Assigning Queues
    12. Create a queue and assign some cases to it.
  11. Introduction to Service Scheduling
    1. Service Scheduling Overview
    2. Service Scheduling Scenarios
    3. Service Scheduling Process
    4. Navigating and Booking Service Activities in the Service Calendar
    5. Scheduling Service Activities
    6. Close, Cancel, or Reschedule a Service Activity
    7. View Service Activities and Appointments
    8. Lab: Following Up on Appointments
  12. Service Scheduling Administration
    1. Scheduling Appointments
    2. Scheduling Users and Other Resources
    3. User Work Schedules
    4. Creating a Group of Resources to Schedule Together
    5. Manage How Resources are allocated for Service Activities
    6. Creating and Managing Sites
    7. Managing Business Closures
    8. Lab: Document Time Off for a User
    9. Lab: Create Business Closures
    10. Create a business closure time.

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