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CRM

Microsoft Business Solutions CRM 1.2 Application
(Microsoft Training Course: 8019) - 2.5 days - £1700 exc VAT



> Target Audience
THIS COURSE HAS NOW RETIRED. PLEASE SEE THE SUPPLEMENTARY INFORMATION FOR DETAILS OF ALTERNATIVE COURSES.
Microsoft CRM Applications Professional training is recommended for individuals who will be on the implementation team, administrating or using the Microsoft CRM application in their organization
> Course outline
  1. Record Management
  2. Customer Management
  3. Microsoft CRM Sales for Outlook Client
  4. Sales Management
  5. Customer Service Management

Supplementary InformationThis course has now retired and is no longer available.
Module 1: Record Management
  • Navigating
  • Working with Records
  • Finding Records
  • Security Overview
  • Lab: Record Management
Skills
  • Identify and navigate within the various Microsoft CRM modules, application level, and record level of Microsoft CRM.
  • Understand how to use common Action Menu commands.
  • Understand how to create different record types using various methods.
  • Identify multiple methods for finding records within the application and use the Advanced Find feature to filter specific records.
  • Understand the core security concepts of Microsoft CRM and understand the process of assigning and sharing records.
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Module 2: Customer Management
  • Managing Accounts and Contacts
  • Activity and E-mail Management
  • Using Notes and Attachments
  • Lab: Customer Management
Skills
  • Define and manage Account, Contact, Activity, E-mail, and Note records.
  • Differentiate between Account and Contact records and their roles in Microsoft CRM.
  • Recognize how Activity records relate to other records in Microsoft CRM.
  • Send and receive e-mail and create and manage e-mail templates and direct e-mail features in Microsoft CRM.
  • Access and manage Notes and associated Attachments.
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Module 3: Microsoft CRM Sales for Outlook Client
  • Navigating in the Sales for Outlook client
  • Synchronization in the Sales for Outlook client
  • Sales for Outlook client Record Management
  • Sales for Outlook client Mail Merge
  • Lab: Microsoft CRM Sales for Outlook Client
Skills
  • Identify the functionality available in the Microsoft CRM Sales for Outlook client.
  • Understand how to navigate the user interface of the Microsoft CRM Sales for Outlook client.
  • Understand how the Sales for Outlook client synchronizes with Microsoft Outlook and the Microsoft CRM Server as well as how to take the Sales for Outlook client offline and online.
  • Understand how to differentiate between Microsoft CRM and Outlook records and how the different record types are managed in the Sales for Outlook client.
  • Understand how to create mail merge documents for the available record types in the Microsoft CRM Sales for Outlook client
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Module 4: Sales Management
  • Managing Leads
  • Managing Opportunities
  • Opportunity Sales Processes
  • Quotes, Orders, and Invoices
  • Product Catalog
  • Sales Quotas
  • Sales Literature
  • Competitors
  • Lab: Sales Management
Skills
  • Differentiate between Leads and Opportunities and recognize the purpose and life cycles of each.
  • Understand Sales Processes in the Standard and Professional editions and how they relate to Opportunity records.
  • Understand the relationship between Opportunities, Quotes, Orders, and Invoices and the life cycles of each.
  • Understand the role of the Product Catalog in both the Sales and Customer Service Modules and recognize and use the components of the Product Catalog.
  • Understand the concept and purpose of Sales Quotas, Sales Literature, and Competitor records.
  • Understand how to create and manage all Sales Module records.
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Module 5: Customer Service Management
  • Managing Contracts
  • Managing Cases
  • Case Routing and Using Queues
  • Managing the Knowledge Base
  • Lab: Customer Service Management
Skills
  • Understand the role of Contracts, Contract Lines, and Cases in Microsoft CRM.
  • Understand the life cycle of Contracts and how they relate to Cases.
  • Understand the concepts of Queues and how to create and manage them for Case and Activity routing.
  • Understand Workplace and how to assign and accept items in Queues.
  • Understand the purpose and life cycle of Knowledge Base articles.
  • Understand how to create and manage all records in the Customer Service Module.
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> Pre-Requisites
Before attending this course, students must have the following pre-requisites:
  • An understanding of CRM solution processes and practices
> Purpose
After completing this course, students will understand Microsoft CRM User Interface and application terminology; basic and advanced navigation and record maintenance; Microsoft CRM Sales for Outlook functionality and synchronization; Account, Contact, Lead, Opportunity and Activity record management; Microsoft CRM Standard and Professional edition functionality; sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management; customer service functionality, including Contract, Case, and Knowledge Base management; options to personalize the Microsoft CRM User Interface and personal settings
> Supplementary Information
This course has now retired and is no longer available.