Exclusive
CRM

What's New in Microsoft CRM 3.0 - Applications
(Microsoft Training Course: F1024) - 1 day - £600 exc VAT



> Target Audience
THIS COURSE HAS NOW RETIRED. PLEASE SEE THE SUPPLEMENTARY INFORMATION FOR DETAILS OF ALTERNATIVE COURSES.
This course provides students with the knowledge and skills to recognize the key differences in the new features found in Microsoft CRM 3.0. It is intended for individuals or anyone that plans to implement, use, maintain, consult, or support Microsoft CRM in their organization.
NB. This course was prepared with pre-release versions of Microsoft CRM 3.0. Discrepancies may occur between functionality or field names described in the manual and found in the version you have.
> Course outline
  1. What’s New in Microsoft CRM 3.0
  2. Working with and Navigating in the New User
  3. Collating and Sharing Information
  4. What’s New for Salespeople
  5. What’s New for Marketing Personnel
  6. What’s New for Customer Service Representatives
  7. What’s New for Service Schedulers

Supplementary InformationThis course has now retired and is no longer available.
Module 1: What’s New in Microsoft CRM 3.0
  • Navigation
  • Collecting and Distributing Information
  • What’s New for Sales Personnel
  • What’s New for Marketing Personnel
  • What’s New for Customer Service Representatives
  • Selling and Scheduling Services
Skills
  • Outline the highlights of new features in Microsoft CRM 3.0
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Module 2: Working with and Navigating in the New User
  • Home Page and Workplace Redesigned
  • Navigation Pane
  • Faster Data Access
  • Using the Form Assistant Pane
  • Using Advanced Find
  • Merge Records
  • New Functionality in the Microsoft CRM Outlook Client
  • Taking the Microsoft CRM Laptop Client for Outlook Offline
Skills
  • Work with and navigate in the new user interface.
  • Outline the basics of the home page and workplace redesign
  • Use the Navigation Pane.
  • Access data more quickly, customize results, return all records, and access all
  • related records.
  • Use the Advanced Find functionality.
  • Use the Merge Record functionality.
  • Outline the basics of Offline and Outlook Synchronization.
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Module 3: Collating and Sharing Information
  • Viewing Reports and Analyzing Data
  • Create Your Own Report
  • Easier Note Taking
  • Creating Mail Merge Documents with Microsoft Word
Skills
  • Describe new default reports.
  • Access, create, and view reports.
  • Analyze data found in reports.
  • Take notes more easily.
  • Create mail merge documents with Microsoft Word.
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Module 4: What’s New for Salespeople
  • Relationship Roles
  • Types of Relationships
  • Using Workflow with Customer Relationships
  • Managing Lists
  • Sales Management Reports
Skills
  • Describe how customer relationships are enhanced by relationship roles.
  • List types of relationships.
  • Outline how Workflow is used with customer relationships.
  • Manage lists.
  • Use new Sales Management Reports.
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Module 5: What’s New for Marketing Personnel
  • Marketing Automation Process Flow
  • Interactive Marketing Automation Demonstration
Skills
  • Describe basic features of Marketing Automation.
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Module 6: What’s New for Customer Service Representatives
  • Creating and Editing Cases Using the Form Assistant Pane
  • Resolving Cases Using the Knowledge Base
  • Sending a Knowledge Base Article via E-mail
  • Service in the Microsoft CRM Client for Office Outlook
  • Service Management Reports
Skills
  • Describe new functionality that supports customer service representatives.
  • Use the Forms Assistant Pane, Notes, and link articles from the Knowledge Base to e-mails as means to create and edit cases.
  • Use relevant service functionality available in the Microsoft CRM client for Microsoft Office Outlook.
  • Use the new Service Management Reports.
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Module 7: What’s New for Service Schedulers
  • Service Scheduling Administration
  • Scheduling Concepts
  • Resource Groups and Resource Selection Rules
  • Capacity Planning
  • Defining Services
  • Service Creation
  • Service Scheduling Reports
Skills
  • Describe service scheduling functionality and its use in managing the schedules,
  • services, and the availability of resources.
  • Use all elements of the service creation function to determine the service, add
  • resources to the service, and schedule the service.
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> Pre-Requisites
Before attending this course, students should have the following pre-requisites:
  • A working knowledge of Microsoft CRM 1.2.
> Purpose
After completing this course, students will be able to identify the new features in the user interface; understand the new methods of collating and sharing information; identify the features that are new or enhanced for salespeople; identify the features that are new or enhanced for marketing personnel; identify the features that are new or enhanced for customer servicerepresentatives; identify the features that are new or enhanced for service schedulers.
> Supplementary Information
This course has now retired and is no longer available.