Microsoft Dynamics NAV 2009 Relationship Management (50223A)

Module 1: Relationship Management
This chapter explains the concept of Relationship Management. Also, it describes the benefits of an integrated solution: ERP (Enterprise Resource Planning) and Relationship Management. In addition, the chapter outlines the vision for Relationship Management and the overall structure of the Relationship Management functionality.
Lessons
Defining Relationship Management
The Relationship Management Functionality
Selling Points for Relationship Management
After completing this module, students will be able to:
Define Relationship Management.
Get to know the Relationship Management functionality.
Understand selling points for Relationship Management.
Module 2: Relationship Management Setup
This chapter focuses on setup procedures that must be performed to be able to efficiently use Relationship Management.
Lessons
Setting Up the Role Center
The Marketing Setup Window
Setting Up Automatically Recorded Interactions
Setting Up Synchronization Between Contacts and Customers, Vendors, and/or Bank Accounts
Setting Up Duplicate Search
Lab : Set Up Salutation for a Contact
Set up a default person salutation code
After completing this module, students will be able to:
Prepare Role Center for Relationship Management.
Become familiar with the Marketing Setup window.
Set up interactions for automatic recording.
Set up creating interactions records when working with sales, purchases, and service documents.
Set up creating interactions records when sending e-mail messages, making phone calls, and printing cover sheets.
Set up synchronization of contacts with customers, vendors, and bank accounts.
Understand consequences of synchronization.
Set up and perform search for contact duplicates.
Module 3: Contacts
This chapter explains how to manage contacts.
Lessons
Setting Up Contact Information
The Contact Card
Creating Contact Companies
Creating Contact Persons
Searching for Contacts
Searching for Duplicates
Synchronizing Contacts with Customers, Vendors, and Bank Accounts
Exporting Contacts
Contact Statistics
Contact Statistics
Lab : Set Up Contact Company
Create a contact company
Assign an industry code to the contact company
Assign a business relation type
Assign a Web source
Enter comments
Lab : Create Contact Persons
Create a contact card for a person how works for an existing company
Enter contact's name details
Specify contact's job responsibility
Create an independent contact
Enter contact's address details
Find contacts on the contact list
Lab : Find a Contact
Find a contact using a search expression with Contact Search function
Specify additional information to narrow the search results
Lab : Search for Duplicates
Specify a search hit percentage
Generate duplicate contact search strings
View duplicate search results
Lab : Link a Contact Card to a Bank Account Card
Create a contact company
Link a bank account card to the contact card
Verify that the contact is linked to the bank
After completing this module, students will be able to:
Set up mailing and industry groups for contacts.
Set up business relations, job responsibilities, Web sources, and organizational levels for contacts.
Get familiar with a contact card.
Create contact companies.
View related contacts.
Create contact persons.
Set up search parameters and search for contacts.
Search for duplicates and handle duplicate contacts.
Synchronize contacts with customers, vendors, and bank accounts.
Export contacts.
View contact statistics.
Generate contact reports.
Module 4: Campaigns and Segmentation
This chapter describes how to create campaigns for various purposes, and set up and use segments of contacts.
Lessons
Setting Up Campaigns
Creating Interactions for Campaigns
Campaign Pricing
Campaign Statistics
Setting Up Segments
Saving Segmentation Criteria
Linking Segments to Campaigns
Creating Interactions for Segments
Logging the Segment and Printing Letters
Lab : Plan a Campaign
Create a campaign
Modify the campaign status
Lab : Create an Interaction Linked to a Campaign
Record a meeting as an interaction linked to a campaign
Lab : Create a Segment
Register a segment
Add contact with specific business relations to the segment
Lab : Send a Letter to Contacts from a Segment
Apply an interaction template to a segment
Save segment criteria
Log the segment
Lab : Use Saved Segmentation Criteria
Create a campaign
Create a segment
Use the saved segmentation criteria to select contact to target for the campaign
Link the segment to the campaign
After completing this module, students will be able to:
Define campaigns and segments.
Set up and create campaigns.
Create interactions with campaigns.
Create and activate sales prices and line discounts.
Observe campaign statistics.
Create segments.
Add contacts to and remove contacts from segments.
Save segmentation criteria.
Create segments by reusing saved segmentation criteria.
Link segments to a campaign.
Create interactions for segments.
Create segments by reusing logged segments.
View campaign entries linked to the segment.
Module 5: Interactions and Document Management
This chapter describes how to record interactions for all types of communication between you and your contacts and how to keep track of the documents.
Lessons
Setting Up Interactions
Using the Create Interaction Wizard
Making Phone Calls
E-Mails
Automatically Recorded Interactions
Canceling and Deleting Interaction Log Entries
Interaction Statistics
Lab : Create an Interaction Template with an Attachment
Create an interaction template
Assign the interaction template to the interaction group
Create an attachment and insert it to the template
Lab : Record Interactions
Create an interaction using the interaction template
Evaluate the interaction
Indicate the successful attempt of the interaction
Lab : Create an Automatically Recorded Interaction
Create a contact
Create and print a sales quote for the contact
Verify the interaction is created
After completing this module, students will be able to:
Set up interactions.
Create interaction templates.
Set up interaction groups.
Manage interaction attachments.
Use the Create Interaction wizard for creating interactions.
Record phone calls as interactions.
Record e-mails as interactions.
Work with automatically recorded interactions.
Manage postponed interactions.
Cancel and delete interaction log entries.
View interaction statistics.
Module 6: Task Management
This chapter describes the ways tasks can be managed in the program.
Lessons
Setting Up Teams
Setting Up Activities
Assigning Activities
Delegating To-dos
Sending E-Mail Meeting Invitations
Closing, Canceling and Deleting To-dos
Viewing Statistical Information About To-dos
Lab : Create a To-do for a Salesperson
Assign a to-do to a salesperson about sending a letter
Lab : Send E-Mail Meeting Invitations
Make sure that the contact has an e-mail address specified
Create a to-do of the Meeting type
Add meeting attendees
Send invitation to the contacts
After completing this module, students will be able to:
Set up teams and activities.
Create to-dos.
Assign activities to salespeople and teams.
Create recurring to-dos.
Modify to-dos.
Convert team to-dos.
Send meeting invitations.
Close, cancel and delete to-dos.
View statistical information about to-dos.
Module 7: Opportunity Management
This chapter explains how to use opportunities to keep track of potential sales.
Lessons
Setting Up Opportunity Parameters
Setting Up Opportunities
Viewing Opportunities
Creating To-dos for Opportunities
Creating Sales Quotes and Orders for Opportunities
Closing and Deleting Opportunities
Opportunity Statistics
Lab : Set Up a Sales Cycle
Set up a sales cycle
Use chance of success for the probability calculation
Create sales cycle stages for the sales cycle
Allow a sales cycle stage to be skipped
Require a quote for two sales cycle stages
Lab : Create and Activate an Opportunity
Create a contact
Create an opportunity for the contact
Move the opportunity to the first stage
After completing this module, students will be able to:
Set up opportunities.
Create opportunities.
Update opportunities with the Update Opportunity wizard.
Create to-dos for opportunities.
Assign sales quotes to opportunities.
Linking opportunities to sales quotes.
Create sales orders for opportunities.
Close and delete opportunities.
View opportunities statistics.
Module 8: Profiling and Classification
This chapter describes what contact profiles are and how to work with them.
Lessons
Profile Questionnaires
Contact Rating
Adding Contacts to Segments Using Profile Information
Testing and Printing Questionnaires
Lab : Set Up a Questionnaire
Create a profile questionnaire
Make the program choose correct answer to the question
Assign the profile questionnaire to a contact
Lab : Rate Your Contacts
Create a profile questionnaire
Set up questions and answers in the profile questionnaire
Create contact rating
Lab : Add Contact to a Segment
Use a profile questionnaire as criteria for adding contacts to a segment
Lab : Update Contact Classification and Print a Report
Update contact classification
Print a test report for the questionnaire
After completing this module, students will be able to:
Profile questionnaires.
Set up profile questionnaires.
Update profile questionnaires.
Understand automatic classification.
Create contact rating.
Enter contact profiles.
Add contacts to segments using profile information.
Test and print questionnaires.
Module 9: The Multilanguage Salutation and Attachment
This chapter provides you with information of how to set up and use salutations. It also describes how to send documents in the preferred language to your contacts.
Lessons
Setting Up Salutations
Creating an Interaction with a Salutation in an Attachment
Sending Multilanguage Documents to Contacts in the Segment
Lab : Create Salutation Formulas
Create a salutation with salutation formulas in two different languages
Lab : Send Multilanguage Documents to Contacts in a Segment
Create a segment
Add contact of the Customer type to it
Assign the interaction template to the segment
Change the document language for on the contacts
Log the segment and send documents to the contacts
After completing this module, students will be able to:
Set up salutations.
Assign a salutation code to a contact.
Create interactions with a salutation in an attachment for contacts.
Send documents in different languages to contacts from one segment.
Module 10: Quotation to Contacts
This chapter provides you with steps to set up a customer template and use it in quotation to contacts.
Lessons
Setting Up Customer Templates
Using Contact and Customer Template Information
Lab : Set Up Customer Templates
Set up customer templates to work with salespeople
Lab : Create a Sales Quote and a Sales Order
Create a contact
Create a sales quote using a customer template
Fill in the quote, print it and send to the contact
Convert a sales quote into the sales order
After completing this module, students will be able to:
Set up customer templates.
Create a sales quote using contact and customer template information.
Converting sales quotes using customer templates.
Module 11: Document Archiving
This chapter focuses on how to create archive versions of sales orders and quotes.
Lessons
Saving a Sales Quote
Restoring a Sales Quote
Saving a Sales Order
Restoring a Sales Order
Lab : Issue a Quote to a Contact
Create a sales quote
Fill in the details on the quote and print it
Send the quote to the contact
Lab : Restore a Quote
Modify the sales quote to fit the request
Send the quote to a contact
Restore the previously saved version of the quote
Make an order from the quote
After completing this module, students will be able to:
Archive a copy of a sales quote.
Create an interaction log entry while printing a sales quote.
Restore a sales quote from the archive.
Archive a copy of a sales order.
Create an interaction log entry while printing a sales order.
Restore a sales order from archives.
Module 12: Outlook Synchronization
This chapter provides you with information about setup on the Microsoft Dynamics NAV and Microsoft Office Outlook sides, which is necessary for performing synchronization between these applications.
Lessons
Setting Up Outlook Synchronization on the Microsoft Dynamics NAV Side
Setting Up Outlook Synchronization on the Outlook side
Synchronization Process
Troubleshooting
Points to Remember
Lab : Map the Customer Table to Outlook Contact Item
Browse to the synchronization entity with synchronization levels set up
Add the field for the master table and specify the corresponding Outlook item property
Lab : Synchronize Manually
Create an appointment in Outlook calendar
Run synchronization manually
Verify that the Microsoft Office Outlook items are synchronized with Microsoft Dynamics NAV objects
After completing this module, students will be able to:
Define Outlook Synchronization concepts.
Set up Outlook Synchronization on the Microsoft Dynamics NAV side.
Understand synchronization.
Set up levels of synchronization.
Understand Outlook synchronization user roles.
Set up Outlook Synchronization on the Microsoft Office Outlook side.
Install Microsoft Dynamics NAV synchronization Add-in.
Configure Microsoft Dynamics NAV synchronization Add-in.
Perform troubleshooting on the Microsoft Office Outlook side.
View synchronization progress window.
Get familiar with specifics of successful work with Outlook Synchronization.