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Introduction
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This one-day instructor-led course, Applications in Microsoft Dynamics CRM 4.0, provides students with the necessary tools to use Microsoft Dynamics CRM 4.0. The course focuses on the user interface and application functionality, specifically: Sales, Marketing Automation.
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Course Outline
Chapter
1:
Introduction to Sales Management
This chapter 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. Also described is how you can use Microsoft Dynamics CRM to work with qualified customers to make a sale. This chapter goes runs a complex sale process and discusses leads in detail, and how 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.
Lessons:
- Sales Management Overview
- Tracking Competitors
- Managing Sales Literature
- Introduction to Leads
- Creating and Importing Leads
- Tracking and Converting Leads
- Disqualifying and Reactivating Leads
- Reporting on Leads
- Introduction to Opportunities
- Creating Opportunities
- Working with Opportunities
- Tracking Opportunities through a Sales Process
- Closing Opportunities
- Using the Sales Pipeline Report
Lab: Create Competitors
- Using the competitor form.
Lab: Creating Leads
- Create a staged Sales Process workflow for opportunities
Lab: Qualify and Convert Leads
- Create activities and tasks, and then qualify and convert a lead.
Lab: Creating a Sales Process
- Create a staged sales process workflow.
Lab: Completing a Sales Process
- Complete activities for an opportunity forward to the closing stage.
After completing this chapter, students will be able to:
- Explain the fundamental elements of the sales process.
- Discuss when and how to use the Competitors feature.
- Identify when and how to use the Sales Literature area.
- Discuss when to use leads to qualify or disqualify opportunities.
- Manually create leads and import leads from a file into Microsoft Dynamics CRM.
- Qualify leads, track leads in activities, and convert leads to accounts, contacts, and opportunities.
- Disqualify leads that will not result in sales and reactivate leads that have been disqualified.
- View reports about leads.
- Identify when to use opportunities.
- Create opportunities.
- Work with opportunities by applying sales processes, adding activities, viewing sales literature, and adding products and competitors.
- Use sales process workflows for pipeline reporting.
- Close opportunities.
- Examine the importance of the Sales Pipeline report.
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Chapter
2:
Sales Order Processing
This chapter explains 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. This chapter explains how to process a sales order in Microsoft Dynamics CRM 4.0. It covers quotes, orders, and invoices, and describes the features in Microsoft Dynamics CRM that are used to analyze the data captured in the system. Also described is how the Export to Excel feature enables both static copies and dynamic queries of data to be viewed and evaluated in Microsoft Excel.
Lessons:
- Completing the Sales Transaction
- Product Catalog
- Unit Groups
- Adding Products
- Creating Price Lists
- Creating Discount Lists
- Creating and Revising Quotes
- Creating and Tracking Orders
- Creating and Closing Invoices
- Evaluating Sales Data
- Measuring Performance with Sales Productivity Reports
- Using Export to Excel
- Using the Report Wizard
Lab: Create a Unit Group and Price List
- Create a unit group
- Create a unit group
Lab: Convert a Quote to an Order
- Convert a quote to an order.
Lab: Sales Productivity
- Use Advanced Find to locate information for a report.
After completing this chapter, students will be able to:
- Review what constitutes a complete sales transaction.
- Identify the role and functions of the product catalog
- Define how unit groups unit groups will be used to collect the different measurements that your products are available in.
- Add products, create kits of products, and specify substitute products.
- Create price lists and set up different prices lists for different types of customers.
- Create and maintain discount lists to use as customer incentives.
- Identify the two states of quotes, how to use quotes, and how to create and edit quotes.
- Create a new order, create an order from a quote, and track order fulfillment.
- Create an invoice from an order and close or cancel an invoice.
- Describe the tools used to evaluate sales data.
- Use default sales productivity reports to review potential opportunities, forecast revenue, and analyze sales productivity.
- Export the results of an Advanced Find or view a Microsoft Office Excel spreadsheet using the Export to Excel feature.
- Use the Report Wizard to create reports.
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Chapter
3:
Introduction to Marketing Management
This chapter describes 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 including: closed loop marketing, quick campaigns, marketing campaigns, and campaign responses and reporting. This chapter also explains the process for creating quick campaigns, marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM.
Lessons:
- Benefits of Closed Loop Marketing
- Quick Campaigns
- Marketing Campaigns vs. Quick Campaigns
- Creating a Marketing Campaign
- Creating and Using Marketing Campaign
- Creating and Using Campaign Templates
- Managing Campaign Responses
- Analyzing Campaigns
Lab: Quick Campaigns
Lab: Create a Marketing Campaign
- Create a marketing campaign.
After completing this chapter, students will be able to:
- Examine the benefits of closed loop marketing.
- Identify when to use a quick campaign and when to use a marketing campaign.
- Examine the purpose of quick campaigns and the key steps to create one.
- Review the purpose and elements of marketing campaigns.
- Identify the way campaign results can be captured.
- Discuss the analysis and reporting available for campaigns.
- Create a marketing campaign.
- Create and use marketing lists.
- Create and use campaign templates.
- Demonstrate how to create a marketing campaign.
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Chapter
4:
Implementing Marketing Campaigns
This chapter explains the process for distributing campaign activities to launch your campaign. Discussed is managing a campaign that is underway and tracking campaign responses.
Lessons:
- Distribute Campaign Activities
- Monitoring Marketing Campaigns
- Capturing and Viewing Campaign Responses
- Working with Campaign Responses
- Analyzing Marketing Information
Lab: Create a Campaign Response
- Locate information regarding a campaign that is specific to a customer.
After completing this chapter, students will be able to:
- Distribute Campaign Activities.
- Monitor the status of a campaign.
- Capture campaign responses.
- Manage campaign responses.
- Analyze the results of a marketing campaign using reports
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Key Benefits
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After completing this course, students will be able to:
- Use the Microsoft Dynamics CRM user interface and application terminology
- Develop basic and advanced navigation and record maintenance
- Access the Microsoft Dynamics for Outlook functionality, including synchronization
- Perform planning and budgeting tasks related to marketing campaigns
- Create and manage customer lists
- Create marketing campaigns
- Manage campaigns and track campaign responses
- Create and maintain account, contact, and activity record management
- Schedule, administer, and define services
- Use the advanced find functionality to evaluate customer data
- Access and maintain contracts, cases, the knowledge base, and queues.
- Create and manage accounts, contacts, leads, opportunities, and activities.
- Use the sales functionality, including lead, opportunity, quotes, orders, invoices, and the product catalog.
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Prerequisites
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Before attending this course, students must have:
- General knowledge of Microsoft Windows
- An understanding of Customer Relationship Management solution processes and practices
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Social media
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