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Applications in Microsoft Dynamics CRM 4.0
(25588360) |
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Summary:
This course 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. |
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Course Offered By:
New Horizons Computer Learning Centers
5110 Eisenhower Blvd.
Suite #300
Tampa, Florida 33634
Courses by this Learning Provider |
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 | | Since 1982, New Horizons Computer Learning Centers has grown to become the largest independent IT training company worldwide. |
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Course Cost:
$1,950.00
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Promotions:
Dice Learning users - take any SQL Server training course from New Horizons and receive a fully-licensed copy of SQL Server 2008 Standard Edition with 1 CAL License—FREE ($850 Value)! See http://www.newhorizons.com/FreeSQL2008.aspx for details.
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Start Date - End Date:
02/15/2010 - 02/17/2010 (More dates) (More dates at this location)
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Start Time - End Time:
8:00 am - 6:00 pm
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Classroom Type:
Physical Classroom
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Geographic Location:
Tampa, Florida 33634
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Description:
Students should have experience with Windows operating system
Core Vendor Technology: Microsoft
Content Category: MOC |
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Objectives:
Lesson 1: Introduction to Microsoft Dynamics CRM
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
Getting Help
Multi-Language Support in Microsoft Dynamics C
Lesson 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
Lesson 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 Merg
Lesson 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 Opport
Lesson 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 w
Lesson 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
Lesson 7: Implementing Marketing Campaigns
Distribute Campaign Activities
Monitoring Marketing Campaigns
Capturing and Viewing Campaign Responses
Working with Campaign Responses
Analyzing Marketing Information
Lesson 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
Lesson 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
Lesson 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
Lesson 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
Lesson 12: Service Scheduling Administration
Scheduling Appointments
Scheduling Users and Other Resources
User Work Schedules
Creating a Group of Resources to Schedule Together
Manage How Resources are allocated for Service Activities
Creating and Managing Sites
Managing Business Closures
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Applicable Vendor Technologies:
Microsoft
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Associated Disciplines:
Other Information Technology
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