Introduction to Microsoft Dynamics CRM

• Gaining a competitive advantage through CRM.
• Understanding customer relationships in Microsoft Dynamics CRM.
• Managing processes with Microsoft Dynamics CRM.

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.

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.

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.

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.

Introduction to Sales

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

Opportunity Management

• Understanding Opportunities.
• Sales processes and sales pipeline report.
• Creating opportunities.
• Working with opportunities.
• Closing opportunities.

Managing LeadsUsing Leads in Microsoft Dynamics CRM.

• Creating and Importing Leads.
• Tracking and Converting Leads.
• Disqualifying and Reactivating Leads.
• Reporting on Leads.

Using the Product Catalog

• Understanding the Product Catalog.
• Creating Price Lists.
• Creating and Editing Discount Lists.

Sales Order Processing

• Understanding sales order processing.
• Creating and revising quotes.
• Creating and tracking orders.
• Creating and closing invoices.

Sales Reporting

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

Understanding Marketing Campaigns

• Benefits of Closed Loop Marketing.
• Marketing campaigns versus quick campaigns.
• Using quick campaigns.
• Understanding marketing campaigns.
• Managing campaign responses.
• Analyzing campaigns

Planning and Creating Marketing Campaigns

• Creating quick campaigns.
• Creating a marketing campaign.
• Creating and using marketing lists.
• Creating and using campaign templates.

Managing Marketing Campaigns

• Distributing campaign activities.
• Monitoring marketing campaigns.
• Capturing and viewing campaign responses.
• Working with campaign responses.
• Analyzing marketing information.

Understanding Service Management

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

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.

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.

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.

Managing Service Queues

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

Service Scheduling

• Service Scheduling Introduction and Terminology.
• Service Scheduling Scenarios.
• Service Scheduling Process Flow.

• 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.

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.

Configuring Business Units

• Business Units Overview
• Maintaining Business Units

Configuring SecurityMicrosoft Dynamics CRM Security Features

• Privileges
• Access Levels
• Security Roles
• Security Roles and Business Units
• Creating and Copying Security Roles
• Planning Considerations when Configuring Security

Configuring Users and Teams

• User Management Overview
• Adding and Maintaining User Accounts
• Team Management

Configuring Organizational Settings

• System Settings
• Auto Numbering
• Fiscal Year Settings
• Multilingual User Interface (MUI)
• Multi-Currency

Customizing Microsoft Dynamics CRM Overview

• Customization Methodology
• Who Can Customize Microsoft Dynamics CRM?
• Microsoft Dynamics CRM Architecture
• Types of Customizations
• Upgrading Customizations
• Reusing Customizations
• Publishing Customizations

Customizing Forms and Views

• Basic UI Customization Capabilities
• Form Customization Overview
• Form Customization – Editing Tabs
• Form Customization – Editing Sections
• Form Customization – Editing Fields
• Preview Your Customizations
• Preview Form Customization
• View Customization Overview
• View Customization

Customizing Entities and Attributes

• Customization Concepts
• Customizing Attributes
• Creating a Custom Entity

Customizing Relationships and Mappings

• Supported Entity Relationships
• Unsupported Entity Relationships
• One-to-Many Relationship Behavior
• Creating Entity Relationships
• Entity Mapping

Renaming Entities and Translating Customizations

• Renaming a Customizable Entity
• Translate Customized Labels

Maintaining Organizations through Deployment Manager

• Creating Multiple Organizations
• Deployment Manager - Microsoft Administrators
• Deployment Manager – Organizations
• Deployment Manager – Servers
• Deployment Manager – Licenses

Introduction to Advanced Customizations

• Introduction to Workflow
• Introduction to Application Event Programming
• Common Uses for Event Programming
• Using Form Events
• Using Files Events
• Configuring Event Detail Properties
• Introduction to IFrames
• Introduction to URL Addressable Forms
• Introduction to Creating Custom Menus, Buttons, and Navigation Items
• Introduction to ISV.config Integration Points
• Introduction to SiteMap
• SiteMap structures
• Introduction to SDK Capabilities
• ISV solutions

Installing Windows Vista

• Introduction to Windows Vista
• Performing a Clean Installation of Windows Vista
• Installing and Configuring Windows Vista Device Drivers 

Upgrading and Migrating to Windows Vista Ultimate Edition

• Upgrading and Migrating to Windows Vista from a Previous Version of Windows
• Upgrading Between Windows Vista Editions

Configuring Post-Installation System Settings

• Configuring the Windows Aero Experience
• Configuring Accessibility Features
• Configuring Parental Controls

Sharing Files by Using Windows Vista

• Sharing Data with Others
• Managing Windows Vista Files

Configuring Advanced Networking

• Configuring Network Connectivity
• Configuring Remote Access

Configuring User Account Security

• Configuring User Account Control
• Troubleshooting User Account Control

Configuring Network Security

• Configuring Windows Defender in Windows Vista
• Configuring Windows Firewall Settings

Configuring Internet Explorer 7.0

• Configuring Internet Explorer 7.0
• Configuring Dynamic Security for Internet Explorer 7.0

Maintaining and Optimizing Windows Vista Systems

• Maintaining Performance by Using Windows Vista Performance Tools
• Optimizing Windows by Using Windows Vista Diagnostics Tools
• Configuring Windows Update

Configuring Windows Vista Media Applications

• Configuring Windows Media Player for Windows Vista
• Configuring Windows Media Center

Configuring Windows Vista Productivity Applications

• Configuring Windows Sidebar
• Configuring Windows Mail
• Configuring Windows Meeting Space
• Configuring Windows Calendar
• Configuring Windows Fax and Scan

Configuring Mobile Computers

• Configuring Mobile Computer Settings
• Configuring Mobile Devices
• Configuring Power Options

Configuring Tablet PC Settings

• Configuring Windows Vista Tablet PC Settings
• Configuring Pen and Input Devices

Networking Mobile Computers

• Networking Without Wires
• Connecting to a Wireless Network
• Working with Offline Files