Applications in Microsoft Dynamics CRM 4.0 (8913) Exam #MB2 - 632
This three-day course explores the Microsoft Dynamics CRM application from a users perspective. Application functionality covered in the course includes:
Sales Management
Marketing Automation
Service Management
Service Scheduling
Elements of this syllabus are subject to change.
This three-day instructor-led course provides students with the knowledge and skills to improve their business processes by using the key features of sales management, marketing automation, service management, and service scheduling.
Module 1: Introduction to Microsoft Dynamics CRM
Lessons
Gaining a competitive advantage through CRM.
Understanding customer relationships in Microsoft Dynamics CRM.
Managing processes with Microsoft Dynamics CRM.
Module 2: Understanding Microsoft Dynamics CRM Software
Lessons
Understanding the Microsoft Dynamics CRM Server and Client Options.
Accessing Microsoft Dynamics CRM.
Understanding the Microsoft Dynamics CRM User Interface.
Module 3: Using Microsoft Dynamics CRM in a Global Market
Lessons
Understanding Multi-Language Support in Microsoft Dynamics CRM
Understand Multi-Currency Support in Microsoft Dynamics CRM
Setting Personal Options.
Module 4: The Customer Centered View
Lessons
View the customer through Microsoft Dynamics CRM.
Microsoft Dynamics CRM in your organization.
Implementing processes to support Microsoft Dynamics CRM.
Understanding customer records.
...
Module 5: Using Microsoft Dynamics CRM for Outlook
Lessons
Understanding Microsoft Dynamics CRM for Outlook.
Understanding integration between Microsoft Dynamics CRM and Outlook.
Understanding records in Microsoft Dynamics CRM for Outlook.
E-mail management in Microsoft Dynamics CRM for Outlook.
...
Module 6: Introduction to Sales
Lessons
Introducing Sales Management.
Managing Leads.
Managing Opportunities.
Processing Sales Orders.
...
Module 7: Opportunity Management
Lessons
Understanding Opportunities.
Sales processes and sales pipeline report.
Creating opportunities.
Working with opportunities.
Closing opportunities.
Module 8: Managing Leads
Lessons
Using Leads in Microsoft Dynamics CRM.
Creating and Importing Leads.
Tracking and Converting Leads.
Disqualifying and Reactivating Leads.
...
Module 9: Using the Product Catalog
Lessons
Understanding the Product Catalog.
Creating Price Lists.
Creating and Editing Discount Lists.
Module 10: Sales Order Processing
Lessons
Understanding sales order processing.
Creating and revising quotes.
Creating and tracking orders.
Creating and closing invoices.
Module 11: Sales Reporting
Lessons
Evaluating Sales Data.
Measuring performance with sales productivity reports.
Using export to Excel.
Using the Report Wizard.
Module 12: Understanding Marketing Campaigns
Lessons
Benefits of Closed Loop Marketing.
Marketing campaigns versus quick campaigns.
Using quick campaigns.
Understanding marketing campaigns.
...
Module 13: Planning and Creating Marketing Campaigns
Lessons
Creating quick campaigns.
Creating a marketing campaign.
Creating and using marketing lists.
Creating and using campaign templates.
Module 14: Managing Marketing Campaigns
Lessons
Distributing campaign activities.
Monitoring marketing campaigns.
Capturing and viewing campaign responses.
...
Module 15: Understanding Service Management
Lessons
Getting Started with Service Management.
Understanding Subject Trees.
Understanding the Service Management Process Flow
Module 16: Managing Contracts
Lessons
Understanding Contracts.
Creating and managing contract templates.
Creating a contract and contract lines.
...
Module 17: Managing Cases
Lessons
Understanding case management.
Viewing Cases.
Creating Cases.
...
Module 18: Creating A Knowledge Base
Lessons
What is the Microsoft Dynamics CRM Knowledge Base?
Working with article templates.
Creating and submitting articles.
...
Module 19: Managing Service Queues
Lessons
Overview of Queues.
Setting up public queues.
...
Module 20: Service Scheduling
Lessons
Service Scheduling Introduction and Terminology.
Service Scheduling Scenarios.
Service Scheduling Process Flow.
Module 21: Scheduling Services for Your Customers.
Lessons
Scheduling Services.
Navigating and Booking Service Activities in the Service Calendar.
Scheduling Service Activities.
Close, Cancel, or Reschedule a Service Activity.
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Module 22: Maintaining Users and Resources
Lessons
Scheduling users and other resources for services.
User work schedules.
Creating a group of resources that can be scheduled together.
View schedules for resources.
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For more Information about the course outline
and contents please CLICK HERE
Before attending this course, students must have:
General knowledge of Microsoft Windows
An understanding of Customer Relationship Management solution processes and practices
After completing this course, students will be able to:
Microsoft CRM User Interface and application terminology
Basic and advanced navigation and record maintenance
Microsoft CRM Client for Outlook functionality and synchronization
Planning and budgeting tasks related to marketing campaigns
Create and manage customer lists
Create marketing campaigns
Manage campaigns and track campaign responses
Account, Contact, and Activity record management
Service; Scheduling; functionality.
This includes Scheduling Services, Scheduling Administration, and Defining Services.
Microsoft CRM Advanced Find functionality to evaluate customer data
Service functionality
This includes Contract, Case, Knowledge Base, and Queue management
Account, Contact, Lead, Opportunity and Activity record management
Sales functionality including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management
When you pass this exam, you earn credit toward the following certifications:
This course is intended for individuals or anyone that plans to implement, use, maintain, or support Microsoft CRM in their organization. The class is targeted toward service schedulers, administrators, office managers, CEOs, and consultants who want to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality.
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