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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.
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Course Outline
Chapter
1:
Introduction to Microsoft Dynamics CRM
This chapter explains how creating and implementing a CRM strategy provides overall value to an organization. It explains how Microsoft Dynamics CRM supports a successful strategy through a set of modules organized by functional area: sales, marketing, and service. This Chapter also explains how Microsoft Dynamics CRM is installed and used in your environment.
Lessons:
- Gaining a competitive advantage through CRM
- Microsoft Dynamics CRM Modules
- Microsoft Dynamics CRM Server and Client Options
- Balancing Usability and Reporting
- Microsoft Dynamics CRM User Interface
- Getting Help
- Multi-Language Support in Microsoft Dynamics CRM
- Multi-Currency Support in Microsoft Dynamics CRM
- Personalizing the CRM Experience
- Setting Personal Options
After completing this chapter, students will be able to:
- Explain the benefits of using Microsoft Dynamics CRM to support a CRM strategy.
- Identify the major modules within Microsoft Dynamics CRM.
- Identify the different types of server options and end-user clients available for deploying and accessing Microsoft Dynamics CRM.
- Describe the user interface.
- Identify how Microsoft Dynamics CRM supports companies that operate in global environments with multi-language and multi-currency support.
- Identify how to personalize Microsoft Dynamics CRM to meet specific interface needs.
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Chapter
2:
Microsoft Dynamics CRM Basics
This chapter explains the variety of tools to track, manage, execute, and report on customer interactions, and how a variety of tools to track, manage, execute, and report on customer interactions.
Lessons:
- View the customer through Microsoft Dynamics CRM
- Microsoft Dynamics CRM in Your Organization
- Implementing Processes to support Microsoft Dynamics CRM
- Customer Records
- Relationships between Customer Records
- Record Ownership and Assignment
- Using Activities to track Customer Interactions
- Using Workflows
- Finding and Maintaining Your Data
- Using Duplicate Detection
- Subject Tree
Lab: Creating Account and Contact Records
- Create new accounts, new contracts, and contacts associated with existing accounts.
Lab: Maintaining Accounts and Addresses
- Set up a complex organization model
After completing this chapter, students will be able to:
- Describe how Microsoft Dynamics CRM provides a customer-centered view of an organization's activities.
- Identify the organization's goals and expectations for deploying Microsoft Dynamics CRM.
- Support a successful deployment by defining the organization's processes.
- Review Microsoft Dynamics CRM core concepts, including customer records.
- Identify the types of relationships that can be established between different kinds of records.
- Explain record ownership concepts, including assigning and sharing records.
- Create activities to track customer interactions.
- Use workflows to complete routine tasks and enforce sales processes.
- Identify the tools you can use to search for records quickly.
- Use Duplicate Detection to ensure data integrity.
- Create a subject tree to help organize your data effectively.
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Chapter
3:
Microsoft Dynamics CRM for Microsoft Office Outlook
This chapter 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, tasks, and contacts. Then, this Chapter covers how to create personalized communications using Mail Merge. Finally, the chapter describes 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:
- Benefits of Using Microsoft Dynamics CRM for Microsoft Office Outlook
- Integration between Microsoft Dynamics CRM and Outlook
- Record Management in Microsoft Dynamics CRM for Outlook
- E-mail management in Microsoft Dynamics CRM for Outlook
- Creating Mail Merge Documents
- Differences between Outlook Clients
- Using Microsoft Dynamics CRM for Outlook with Offline Access
Lab: Creating an Opportunity from an Outlook Appointment
- In this lab, you will use the information provided in an inbound e-mail and Set Regarding to create an opportunity and then create an appointment with that opportunity.
Lab: Using Microsoft Dynamics CRM for Outlook with Offline Access
- Perform offline and online synchronization.
After completing this chapter, students will be able to:
- Examine the benefits of the Microsoft Dynamics CRM for Microsoft Office Outlook clients.
- Review the features of Microsoft Dynamics CRM that appear in Microsoft Office Outlook after installing the Microsoft Dynamics CRM for Microsoft Office Outlook client.
- Explain how records are handled between Microsoft Dynamics CRM for Outlook and Microsoft Dynamics CRM.
- Create and manage Microsoft Dynamics CRM records and activities in Outlook.
- Use Mail Merge to create personalized form documents.
- Review the functionality available when working offline and online.
- Describe how contacts, e-mail, appointments, and tasks synchronize between Outlook and Microsoft Dynamics CRM.
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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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