|
Microsoft Dynamics CRM 4.0
Module 1: Introduction to Microsoft Dynamics
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
Multi-Language Support in Microsoft Dynamics CRM
Multi-Currency Support in Microsoft Dynamics CRM
Personalizing the CRM Experience
Setting Personal Options
Module 2: Microsoft Dynamics CRM Basics
• 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
Module 3: Microsoft Dynamics CRM for Microsoft Office Outlook
• 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
Module 4: Introduction to Sales Management
• Sales Management Overview
• Tracking Competitors
• Managing Sales Literature
• Introduction to Leads
• Creating and Importing Leads
• Tracking and Converting Leads
• Disqualifying and Reactivating Leads
• Reporting on Leads
• Introduction to Opportunities
• Creating Opportunities
• Working with Opportunities
• Tracking Opportunities through a Sales Process
• Closing Opportunities
• Using the Sales Pipeline Report
Module 5: Sales Order Processing
• Completing the Sales Transaction
• Product Catalog
• Unit Groups
• Adding Products
• Creating Price Lists
• Creating Discount Lists
• Creating and Revising Quotes
• Creating and Tracking Orders
• Creating and Closing Invoices
• Evaluating Sales Data
• Measuring Performance with Sales Productivity Reports
• Using Export to Excel
• Using the Report Wizard
Module 6: Introduction to Marketing Management
• Benefits of Closed Loop Marketing
• Quick Campaigns
• Marketing Campaigns vs. Quick Campaigns
• Creating a Marketing Campaign
• Creating and Using Marketing Campaign
• Creating and Using Campaign Templates
• Managing Campaign Responses
• Analyzing Campaigns
Module 7: Implementing Marketing Campaigns
• Distribute Campaign Activities
• Monitoring Marketing Campaigns
• Capturing and Viewing Campaign Responses
• Working with Campaign Responses
• Analyzing Marketing Information
Module 8: Introduction to Service Management
• Getting Started with Service Management
• Subject Trees
• Service Management Process Flow
• Contracts
• Creating Contract Templates
• Creating a Contract and Contract Lines
• Modifying Contracts and Contract Lines
• Renewing Contracts
• Working with Contracts
Module 9: Managing Service Cases
• Understanding Case Management
• Viewing Cases
• Creating Cases
• Assigning and Reassigning Cases
• Accepting Cases
• Maintaining Cases
• Resolving Cases
• Sharing Cases
• Reactivating Cases
• Canceling and Deleting Cases
• Case Management Reports
Module 10: Microsoft Dynamics CRM Knowledge Base
• Knowledge Base Concepts
• Working with Article Templates
• Creating and Submitting Articles
• Approving, Publishing, and Rejecting an Article
• Finding Information in the Knowledge Base
• Queues, Setting Up Public Queues
• Deleting Queues, Working with Queues
• Module 11: Introduction to Service Scheduling
• Service Scheduling Overview
• Service Scheduling Scenarios
• Service Scheduling Process
• Navigating and Booking Service Activities in the Service Calendar
• Scheduling Service Activities
• Close, Cancel, or Reschedule a Service Activity
• View Service Activities and Appointments
Module 12: Service Scheduling Administration
• Scheduling Appointments
• Scheduling Users and Other Resources
• User Work Schedules
• Creating a Group of Resources to Schedule Toget
|
