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CRM

Using Microsoft CRM 3.0 Small Business Edition
(Microsoft Training Course: F1026) - 1 day - £600 exc VAT



> Target Audience
This course provides an overview of the processes and functionality available to Microsoft CRM end-users. It is intended for students new to Microsoft CRM seeking to gain an overview of its capabilities.
> Course outline
  1. Microsoft CRM Concepts
  2. Using Marketing Automation
  3. Using Sales Management
  4. Using Service Management


Module 1: Microsoft CRM Concepts
  • This module describes the overall solution of Microsoft CRM and the benefits to an organisation.
  • It discusses the concepts, tasks, navigation and functions used throughout the product.
  • Introduction to Microsoft CRM
  • Accessing Microsoft CRM
  • Customer Records
  • Customer Relationships
Skills
  • Understand the overall solution that Microsoft CRM provides.

  • Understand the functionality and purpose of Microsoft CRM modules.

  • Understand the relationship between account and contact records in Microsoft CRM.
  • Send and receive faxes using Microsoft CRM fax integration with Microsoft Small Business Server.
  • Understand the types of relationships that can be created between records.
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Module 2: Using Marketing Automation
  • This module highlights the components of Microsoft CRM Marketing Automation. Students are introduced to the tasks required to create and manage marketing campaigns and associated marketing lists.
  • Creating and Managing Marketing Lists
  • Demonstration: Use Advanced Find to Create a List
  • Creating Campaigns Demonstration: Create a Campaign
  • Launching and Managing Campaigns
  • Demonstration: Managing the Campaign
  • Demonstration: Quick Campaign
Skills
  • Create a List
  • Understand the various ways to create and manage lists used in marketing campaigns.
  • Plan and create campaigns.
  • Launch and manage campaigns
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Module 3: Using Sales Management
  • This module provides an overview of Microsoft CRM Sales Management, including associated processes. It focuses on the workflow of generating an opportunity and pushing it through to a quote, an order, and ultimately an invoice.
  • Managing Leads Managing Opportunities
  • Closing the Sale: The Sales Management Life Cycle
  • Demonstration: Sales Management
  • Use Sales Processes and Workflow Rules
Skills
  • Microsoft CRM Process Flow
  • Manage Opportunities
  • Manage leads and opportunities.
  • Close the sale using quotes, orders and invoices.
  • Understand sales processes.
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Module 4: Using Service Management
  • This module provides an overview of Microsoft CRM Customer Service, including associated processes. Demonstrations are provided for creating case, knowledge base article, and contract service objects. It also provides an overview of the Service Scheduling Engine and demonstrations a potential scheduling scenario. Managing Cases Demonstration: Case Creation Managing the Knowledge Base Demonstration: Create an Article Using Contracts Demonstration: Contract Template Creation Demonstration: Create a Contract based on an Existing Contract Demonstration: Adding Contract Lines to a Contract Service Scheduling
Skills
  • Case Resolution Process
  • Create and manage service cases. Create knowledge base articles and understand the stages an article goes through during its lifespan. Create contracts and contract templates. Understand the service scheduling engine
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> Pre-Requisites
Before attending this course, students must have the following pre-requisites:
  • A general knowledge of Microsoft Windows
> Purpose
After completing this course, students will be able to understand basic Microsoft CRM concepts, including object types, navigation, and user interface; understand the various ways that marketing lists can be created and used; create and manage marketing campaigns; understand how a potential sale moves from lead to opportunity to quote to order and finally to invoice; understand how sales processes can be implemented; understand customer service using cases, knowledge base articles and contracts; understand the service scheduling engine.