MOC 8913 - Applications in Microsoft Dynamics CRM 4.0

Delivery Options

• Live Online Training - Public Class (3 days): $1,425.00

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Class Description

Class Overview

Class Goals

• Learn to use the Microsoft Dynamics CRM user interface and application terminology.
• Learn to develop basic and advanced navigation and record maintenance.
• Learn to access the Microsoft Dynamics for Outlook functionality, including synchronization.
• Learn to perform planning and budgeting tasks related to marketing campaigns.
• Learn to create and manage customer lists.
• Learn to create marketing campaigns.
• Learn to manage campaigns and track campaign responses.
• Learn to create and maintain account, contact, and activity record management.
• Learn to schedule, administer, and define services.
• Learn to use the advanced find functionality to evaluate customer data.
• Learn to access and maintain contracts, cases, the knowledge base, and queues. .
• Learn to create and manage accounts, contacts, leads, opportunities, and activities. .
• Learn to use the sales functionality, including lead, opportunity, quotes, orders, invoices, and the product catalog.

Class Outline

1. Introduction to Microsoft Dynamics CRM
   1. Gaining a competitive advantage through CRM
   2. Microsoft Dynamics CRM Modules
   3. Microsoft Dynamics CRM Server and Client Options
   4. Balancing Usability and Reporting
   5. Microsoft Dynamics CRM User Interface
   6. Getting Help
   7. Multi-Language Support in Microsoft Dynamics CRM
   8. Multi-Currency Support in Microsoft Dynamics CRM
   9. Personalizing the CRM Experience
   10. Setting Personal Options
2. Microsoft Dynamics CRM Basics
   1. View the customer through Microsoft Dynamics CRM
   2. Microsoft Dynamics CRM in Your Organization
   3. Implementing Processes to support Microsoft Dynamics CRM
   4. Customer Records
   5. Relationships between Customer Records
   6. Record Ownership and Assignment
   7. Using Activities to track Customer Interactions
   8. Using Workflows
   9. Finding and Maintaining Your Data
   10. Using Duplicate Detection
   11. Subject Tree
   12. Lab: Creating Account and Contact Records
   13. Lab: Maintaining Accounts and Addresses
   14. Set up a complex organization model
3. Microsoft Dynamics CRM for Microsoft Office Outlook
   1. Benefits of Using Microsoft Dynamics CRM for Microsoft Office Outlook
   2. Integration between Microsoft Dynamics CRM and Outlook
   3. Record Management in Microsoft Dynamics CRM for Outlook
   4. E-mail management in Microsoft Dynamics CRM for Outlook
   5. Creating Mail Merge Documents
   6. Differences between Outlook Clients
   7. Using Microsoft Dynamics CRM for Outlook with Offline Access
   8. Lab: Creating an Opportunity from an Outlook Appointment
   9. Lab: Using Microsoft Dynamics CRM for Outlook with Offline Access
   10. Perform offline and online synchronization.
4. Introduction to Sales Management
   1. Sales Management Overview
   2. Tracking Competitors
   3. Managing Sales Literature
   4. Introduction to Leads
   5. Creating and Importing Leads
   6. Tracking and Converting Leads
   7. Disqualifying and Reactivating Leads
   8. Reporting on Leads
   9. Introduction to Opportunities
   10. Creating Opportunities
   11. Working with Opportunities
   12. Tracking Opportunities through a Sales Process
   13. Closing Opportunities
   14. Using the Sales Pipeline Report
   15. Lab: Create Competitors
   16. Lab: Creating Leads
   17. Create a staged Sales Process workflow for opportunities
   18. Lab: Qualify and Convert Leads
   19. Lab: Creating a Sales Process
   20. Create a staged sales process workflow.
   21. Lab: Completing a Sales Process
5. Sales Order Processing
   1. Completing the Sales Transaction
   2. Product Catalog
   3. Unit Groups
   4. Adding Products
   5. Creating Price Lists
   6. Creating Discount Lists
   7. Creating and Revising Quotes
   8. Creating and Tracking Orders
   9. Creating and Closing Invoices
   10. Evaluating Sales Data
   11. Measuring Performance with Sales Productivity Reports
   12. Using Export to Excel
   13. Using the Report Wizard
   14. Lab: Create a Unit Group and Price List
   15. Lab: Convert a Quote to an Order
   16. Convert a quote to an order.
   17. Lab: Sales Productivity
6. Introduction to Marketing Management
   1. Benefits of Closed Loop Marketing
   2. Quick Campaigns
   3. Marketing Campaigns vs. Quick Campaigns
   4. Creating a Marketing Campaign
   5. Creating and Using Marketing Campaign
   6. Creating and Using Campaign Templates
   7. Managing Campaign Responses
   8. Analyzing Campaigns
   9. Lab: Quick Campaigns
   10. Lab: Create a Marketing Campaign
   11. Create a marketing campaign.
7. Implementing Marketing Campaigns
   1. Distribute Campaign Activities
   2. Monitoring Marketing Campaigns
   3. Capturing and Viewing Campaign Responses
   4. Working with Campaign Responses
   5. Analyzing Marketing Information
   6. Lab: Create a Campaign Response
8. Introduction to Service Management
   1. Getting Started with Service Management
   2. Subject Trees
   3. Service Management Process Flow
   4. Contracts
   5. Creating Contract Templates
   6. Creating a Contract and Contract Lines
   7. Modifying Contracts and Contract Lines
   8. Renewing Contracts
   9. Working with Contracts
   10. Lab: Creating Contracts and Contract Lines
9. Managing Service Cases
   1. Understanding Case Management
   2. Viewing Cases
   3. Creating Cases
   4. Assigning and Reassigning Cases
   5. Accepting Cases
   6. Maintaining Cases
   7. Resolving Cases
   8. Sharing Cases
   9. Reactivating Cases
   10. Canceling and Deleting Cases
   11. Case Management Reports
   12. Lab: Case Creation and Resolution
10. Microsoft Dynamics CRM Knowledge Base
    1. Knowledge Base Concepts
    2. Working with Article Templates
    3. Creating and Submitting Articles
    4. Approving, Publishing, and Rejecting an Article
    5. Finding Information in the Knowledge Base
    6. Queues
    7. Setting Up Public Queues
    8. Deleting Queues
    9. Working with Queues
    10. Lab: Creating, Submitting, and Publishing Knowledge Base Articles.
    11. Lab: Creating and Assigning Queues
    12. Create a queue and assign some cases to it.
11. Introduction to Service Scheduling
    1. Service Scheduling Overview
    2. Service Scheduling Scenarios
    3. Service Scheduling Process
    4. Navigating and Booking Service Activities in the Service Calendar
    5. Scheduling Service Activities
    6. Close, Cancel, or Reschedule a Service Activity
    7. View Service Activities and Appointments
    8. Lab: Following Up on Appointments
12. Service Scheduling Administration
    1. Scheduling Appointments
    2. Scheduling Users and Other Resources
    3. User Work Schedules
    4. Creating a Group of Resources to Schedule Together
    5. Manage How Resources are allocated for Service Activities
    6. Creating and Managing Sites
    7. Managing Business Closures
    8. Lab: Document Time Off for a User
    9. Lab: Create Business Closures
    10. Create a business closure time.

Class Materials

Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.

Class Prerequisites

Experience in the following areas is required:

• General knowledge of Microsoft Windows
• An understanding of Customer Relationship Management solution processes and practices

Technical Requirements

Our computer technical requirements and setup process is easy, with support just a click away.

• Instructor-led Online course technical requirements and setup instructions.
• WebEx system requirements for Instructor-led Online delivery option.
• Onsite course technical requirements and setup instructions.
• Hosted eLearning course technical requirements and setup instructions.
• Hosted eLearning course frequently asked questions.

Associated Certifications

• Microsoft Dynamics CRM 4.0 Applications
• Microsoft Dynamics CRM 4.0 Applications