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 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.
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.
