This three-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, Service, and Service Scheduling.

Forudsætninger

Before attending this course, students must have: General knowledge of Microsoft Windows. An understanding of Customer Relationship Management solution processes and practices.

Anbefalede kurser før dette:

M8910 What's New in Microsoft Dynamics CRM 4.0

Anbefalede kurser efter dette:

M80002 Administration in Microsoft Dynamics CRM 4.0
M80003 Workflow in Microsoft Dynamics CRM 4.0
M8911 Installation and Deployment in Microsoft Dynamics CRM 4.0
M8912 Customization and Configuration in Microsoft Dynamics CRM 4.0

Kursets indhold

Introduction to Microsoft Dynamics CRM This module 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.

Microsoft Dynamics CRM Basics
This module 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.

Microsoft Dynamics CRM for Microsoft Office Outlook
This module 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 module covers how to create personalized communications using Mail Merge.

Introduction to Sales Management
This module 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 module goes runs a complex sale process and discusses leads in detail, and how they can be a key entry point in the sales process.

Sales Order Processing
This module 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 module 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.

Introduction to Marketing Management
This module 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.

Implementing Marketing Campaigns
This module explains the process for distributing campaign activities to launch your campaign. Discussed is managing a campaign that is underway and tracking campaign responses.

Introduction to Service Management
This module introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. It covers the core components of service management and explains how the subject tree provides a structured approach for grouping and managing information.

Managing Service Cases
This module explains concepts of case management, the steps in the case resolution process, and the ways you can view and manage cases in Microsoft Dynamics CRM.

Microsoft Dynamics CRM Knowledge Base
This module explains how to use the Microsoft Dynamics CRM Knowledge Base, and discusses how organizations can browse, locate, and share information using this repository. Also discussed is how Microsoft Dynamics CRM service queues work, including how to create public queues and routing rules for queues, the process of deleting queues, viewing the list of cases and activities in queues, and how to accept and assign items from queues.

Introduction to Service Scheduling
This module explains the basic service scheduling process and service scheduling activities in detail.

Service Scheduling Administration
This module explains the scheduling administration, setup process, and administrative activities in detail since this is a key entry point in the scheduling process.

Målsætning

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.

Kursusmateriale

Official Microsoft courseware (MOC) will be used at this course.

Kurset er forberedende til følgende certificering:

Microsoft Dynamics CRM 4.0 Applications (MB2-632)