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

• Module 8: Introduction to 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

• Reactivating 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

• Finding Information in the Knowledge Base

• 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 Together

• Creating and Managing Site

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