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8913 -Microsoft Dynamics CRM 4.0 Applications

Installation and Deployment

Customization and Configuration

Duration: 3 days

Prerequisites:

• General knowledge of Microsoft Windows
• An understanding of Customer Relationship Management solution processes and practices
  

Introduction: 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.

At Course Completion:

• 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.
• Execute the pre-installation checklist requirements that must be in place before installing Microsoft Dynamics CRM Server.
• Complete the Installation procedures for the Microsoft Dynamics CRM Server, Microsoft Dynamics CRM for Microsoft Office Outlook, and Microsoft Dynamics CRM E-mail Router.
• 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

Microsoft Certified Professional Exams:

• No Microsoft Certified Professional exams are associated with this course currently.

Module 1: Introduction to Microsoft Dynamics CRM

• 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

• 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

• 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

• 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.
• Create new accounts, new contacts, and contacts associated with existing accounts.
• Set up a complex organization model.

Module 5: Using Microsoft Dynamics CRM for Outlook

• 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.
• Creating an Opportunity and an Appointment from an inbound e-mail.
• Perform offline and online synchronization
• 
  

Module 6: Introduction to Sales

• Introducing Sales Management.
• Managing Leads.
• Managing Opportunities.
• Processing Sales Orders.
• Managing Products and Pricing.
• Keeping Track of Competitors.
• Managing Sales Literature.
• Using the competitor form.
  

Module 7: Opportunity Management

• Customization Concepts
• Understanding Opportunities.
• Sales processes and sales pipeline report.
• Creating opportunities.
• Working with opportunities.
• Closing opportunities.
• Create a staged Sales Process workflow for opportunities
• Managing Your Pipeline

Module 8: Managing Leads

• Using Leads in Microsoft Dynamics CRM.
• Creating and Importing Leads.
• Tracking and Converting Leads.
• Disqualifying and Reactivating Leads.
• Reporting on Leads.
• Managing and Creating Leads
• Create a Lead
• Qualify and Convert Leads

Module 9: Using the Product Catalog

• Understanding the Product Catalog.
  
• Creating Price Lists.
• Creating and Editing Discount Lists.
• Create a unit group
• Create a price list

Module 10: Sales Order Processing

• Understanding sales order processing.
  
• Creating and revising quotes.
• Creating and tracking orders.
• Creating and closing invoices.
• Create an order from a quote.

Module 11: Sales Reporting

• Evaluating Sales Data.
• Measuring performance with sales productivity reports.
  
• Using export to Excel.
• Using the Report Wizard.
• Sales Productivity
• Sales Productivity Reports

Module 12: Understanding Marketing Campaigns

• 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

• Creating quick campaigns.
• Creating a marketing campaign.
• Creating and using marketing lists.
• Creating and using campaign templates.
• Create a quick campaign
• Create a marketing campaign.
• Campaign tasks and activities

Module 14: Managing Marketing Campaigns

• Evaluating Sales Data.
• Measuring performance with sales productivity reports.
  
• Using export to Excel.
• Using the Report Wizard.
• Sales Productivity
• Sales Productivity Reports
• Create a Campaign Response
  

Module 15: Understanding Service Management

• Getting Started with Service Management.
• Understanding Subject Trees.
• Understanding the Service Management Process Flow

Module 16: Managing Contracts

• Understanding Contracts.
• Creating and managing contract templates.
• Creating a contract and contract lines.
• Modifying contracts and contract lines.
• Renewing contracts.
• Working with contracts.
• Create a contract, add contract lines, and invoice the contract.
• Put a contract on hold, reinstate it, and then renew it.
  

Module 17: Managing Cases

• 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.
• Managing Cases
• Create a case and then resolve it.
  

Module 18: Creating A Knowledge Base

• 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.
• Creating, Submitting, and Publishing Knowledge Base Articles.
• Reviewing, Approving, and Rejecting Knowledge Base Articles
  

Module 19: Managing Service Queues

• Overview of Queues.
• Setting up public queues.
• Deleting queues.
• Working with queues.
• Creating and Assigning Queues
  

Module 20: Service Scheduling

• Service Scheduling Introduction and Terminology.
• Service Scheduling Scenarios.
• Service Scheduling Process Flow.
• Match terms and descriptions.
  

Module 21: Scheduling Services for Your Customers.

• 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.
• Schedule a service activity.
• Follow up on appointments.
  

Module 22: Maintaining Users and Resources

• 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.
• User work schedules.
• Create a business closure time.
• Remove a resource.