Microsoft Dynamics CRM 4.0 Training Course::MOC 8913 M8913::Sheffield Leeds Manchester Yorkshire UK

Course Information

Course Code	MS8913 (MOC8913) (M8913)
Fee	£995 (Exclusive of VAT)
Offer Details	£875 Saving £120! (Exclusive of VAT) Applies to Delivery Marked^* Only
Duration	Three Days
Delivery Format	Instructor-Led
Scheduled Dates:

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

25^*

TBA

^* offer applies to indicated date(s) only

Introduction

This three-day course explores the Microsoft Dynamics CRM application from a user's 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.

Audience

This course is intended for individuals or anyone that plans to implement, use, maintain, or support Microsoft CRM in their organisation. 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.

Completion

After completing this course, students should understand:

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

Prerequisites

Before attending this course, students must have:

General knowledge of Microsoft Windows
An understanding of Customer Relationship Management solution processes and practices

Examinations

TBC

Materials

The student kit includes a comprehensive workbook and other necessary materials for this class.

Course Outline

Module 1: Introduction to Microsoft Dynamics CRM

This module explains how the overall value to an organization of creating and implementing a CRM strategy. It explains how Microsoft Dynamics CRM supports a successful CRM strategy through a set of modules organized by functional area: sales, marketing, and service.

Lessons

Gaining a competitive advantage through CRM
Understanding customer relationships in Microsoft Dynamics CRM
Managing processes with Microsoft Dynamics CRM

After completing this module, students will be able to:

Understand the benefits of using Microsoft Dynamics CRM to support a CRM strategy
Identify the functionality and purpose of the Microsoft Dynamics CRM sales module
Identify the foundation of customer relationships in Microsoft Dynamics CRM
Understand how Microsoft Dynamics CRM balances the needs of usability and reporting to benefit both management and staff

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
Getting Help
Personalizing the CRM Experience

After completing this module, students will be able to:

Identify the different types of server options and end-user clients available for deploying and accessing Microsoft Dynamics CRM
Access Microsoft Dynamics CRM
Become familiar with the user interface
Recognize how to access Help
Identify how to personalize Microsoft Dynamics CRM to meet your specific interface needs

Module 3: Using Microsoft Dynamics CRM in a Global Market

This module explains how Microsoft Dynamics CRM works in a global environment, including languages, currencies, and adjusting the interface to different languages and regions.

Lessons

Understanding Multi-Language Support in Microsoft Dynamics CRM
Understand Multi-Currency Support in Microsoft Dynamics CRM
Setting Personal Options

After completing this module, students will be able to:

Understand how Microsoft Dynamics CRM supports companies that operate in global environments with multi-language support
Use Microsoft Dynamics CRM features to support multiple currencies
Personalize user environments to match the user’s preferred language, currency and date format

Module 4: The Customer Centered View

This module explains about the variety of tools to track, manage, execute, and report on customer interactions

Lessons

View the customer through Microsoft Dynamics CRM
Microsoft Dynamics CRM in your organization
Implementing processes to support Microsoft Dynamics CRM
Understanding customer records
Relationships between customer records
Understanding record ownership and assignment
Using Activities to track customer interactions
Using workflows
Finding and maintaining your data
Using duplicate detection
Understanding the subject tree

Lab 4.1: Creating Account and Contact Records

Create new accounts, new contacts, and contacts associated with existing accounts

Lab 4.2:Accounts and Contacts

Set up a complex organization model

After completing this module, students will be able to:

Understand how Microsoft Dynamics CRM provides a customer-centered view of an organization’s activities
Identify your organization’s goals and expectations for deploying Microsoft Dynamics CRM
Support a successful deployment by defining your organization’s processes
Understand Microsoft Dynamics CRM core concepts, including customer records
Identify the types of relationships that can be established between different kinds of records
Understand record ownership concepts, including assigning and sharing records
Create activities to track customer interactions
Use workflows to carry out routine tasks and enforce sales processes
Identify the tools you can use to search for records quickly
Use Duplicate Detection to ensure data integrity
Create a subject tree to help organize your data effectively

Module 5: Using Microsoft Dynamics CRM for Outlook

This module explains the unique benefits of Microsoft Dynamics CRM for Outlook and explains how you can use Microsoft Dynamics CRM for Outlook to manage e-mail, appointments and tasks and contacts. Then, this module covers how to create personalized communications using Mail Merge. Finally, a lesson explains the differences between Microsoft Dynamics CRM for Outlook with off-line functionality verses on-line functionality and how records between Outlook and Microsoft Dynamics CRM are synchronised.

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
Creating mail merge documents
Understanding differences between Outlook clients
Synchronizing Microsoft Dynamics CRM data

Lab 5.1: Creating an Opportunity and an Appointment from an inbound e-mail

In this lab, you will use the information provided in an inbound e-mail and Set Regarding to create an opportunity and then create an appointment with that opportunity

Lab 5.2: Synchronization in the Microsoft Dynamics CRM Client for Outlook

Perform offline and online synchronization

After completing this module, students will be able to:

Understand the benefits of Microsoft Dynamics CRM for Microsoft Office Outlook
Understand how records are handled between Microsoft Dynamics CRM for Outlook and Microsoft Dynamics CRM
Create and manage Microsoft Dynamics CRM records and activities in Outlook
Understand how to use Mail Merge to create personalized form documents
Understand the functionality available when working Offline and Online
Understand how contacts, e-mail, appointments and tasks synchronize between Outlook and Microsoft Dynamics CRM

Module 6: Introduction to Sales

This module explains the basic sales process and how sales processes may vary between organizations. It describes and provides guidance for making decisions about which areas of Sales to use and how to use them.

Lessons

Introducing Sales Management
Managing Leads
Managing Opportunities
Processing Sales Orders
Managing Products and Pricing
Keeping Track of Competitors
Managing Sales Literature

Lab 6.1: Create Competitor List

Using the competitor form

After completing this module, students will be able to:

Know the fundamental elements of the sales process
Know when to use leads to qualify or disqualify opportunities
Know when to use opportunities
Understand sales order processing and know when to use quotes, orders, and invoices
Create, post, and review purchase invoices
Know when to use the Product Catalog
Know when and how to use the Competitors area
Know when and how to use the Sales Literature area

Module 7: Opportunity Management

This module explains how to use Microsoft Dynamics CRM to work with qualified customers in order to make a sale.

Lessons

Understanding Opportunities
Sales processes and sales pipeline report
Creating opportunities
Working with opportunities
Closing opportunities

Lab 7.1: Creating a Sales Process

Create a staged Sales Process workflow for opportunities

Lab 7.2: Managing Your Pipeline

Work with the activities of an opportunity in the Proposal sales stage to move the opportunity forward to the Closing stage

After completing this module, students will be able to:

Understand the role of opportunities in Microsoft Dynamics CRM
Use sales process workflows for pipeline reporting
Create opportunities
Work with opportunities, by applying such things as sales processes, adding Activities, viewing sales literature, adding products and competitors
Close opportunities

Module 8: Managing Leads

This module explains how to takes a look at a more complex sale process and discusses leads in detail, as they can be a key entry point in the sales process. The discussion begins with entering and importing leads, and then walks through the process of converting a lead to an opportunity, account and contact. It also covers converting an activity to a lead and ways to disqualify and reactivate leads. Finally, the lesson highlights ways to use lead reports.

Lessons

Using Leads in Microsoft Dynamics CRM
Creating and Importing Leads
Tracking and Converting Leads
Disqualifying and Reactivating Leads
Reporting on Leads

Lab 8.1: Managing and Creating Leads

Managing and Creating Leads

Lab 8.2: Create Leads

Create a Lead

Lab 8.3 Qualify and Convert Leads

Convert a lead to an Opportunity, account and contact

After completing this module, students will be able to:

Understand the process for using leads in Microsoft Dynamics CRM
Create and import leads into Microsoft Dynamics CRM from a file
The goal of this demonstration is to convert an e-mail activity to a lead
Qualify leads and track and convert then
Convert a lead to an opportunity
Review the new contact and account
Disqualify leads that will not result in sales and reactivate leads that have been disqualified
View reports about leads

Module 9: Using the Product Catalog

This module explains how to the role of the product catalog in Microsoft Dynamics CRM and the tasks required to set up a product catalog. These tasks include setting up and maintaining unit groups, products, and price lists.

Lessons

Understanding the Product Catalog
Creating Price Lists
Creating and Editing Discount Lists

Lab 9.1: Create a Unit Group and Price List

Create a unit group
Create a price list

After completing this module, students will be able to:

Identify the role and functions of the product catalog
Define unit groups to reflect packaging
Add products, create kits of products, and specify substitute products
Create price lists and set up different prices lists for different types of customers
Create and maintain discount lists to use as customer incentives

Module 10: Sales Order Processing

This module explains how to process a sales order in Microsoft Dynamics CRM 4.0. This module covers quotes, orders, and invoices.

Lessons

Understanding sales order processing
Creating and revising quotes
Creating and tracking orders
Creating and closing invoices

Lab 10.1: Convert a Quote to an Order

Create an order from a quote

After completing this module, students will be able to:

Understand what constitutes a complete sales transaction
Understand the two states of quotes, how to use quotes and how to create and edit quotes
Create a new order, create an order from a quote, and track order fulfillment
Create an invoice from an order and close or cancel an invoice

Module 11: Sales Reporting

This module explains the additional features in Microsoft Dynamics CRM that are used to analyze the data captured in the system. A number of sales productivity reports provide insight into sales performance and allow for sales forecasting. The Export to Excel feature enables both static copies and dynamic queries of data to be viewed and evaluated in Microsoft Excel.

Lessons

Evaluating Sales Data
Measuring performance with sales productivity reports
Using export to Excel
Using the Report Wizard

Lab 11.1: Sales Productivity

Using Advanced Find to locate and view information for a report

Lab 11.2: Sales Productivity Reports

Using the Lead Source Effectiveness Report

After completing this module, students will be able to:

Understand the tools you use to evaluate sales data
Use default sales productivity reports to review potential opportunities, forecast revenue and analyze sales productivity
Export the results of an Advanced Find or view an Excel spreadsheet using the Export to Microsoft Excel feature

Module 12: Understanding Marketing Campaigns

This module explains the marketing functionality and key features you can use to increase marketing effectiveness. It explains the core concepts of marketing campaigns in Microsoft Dynamics CRM. This lesson will give you an understanding of closed loop marketing, quick campaigns, marketing campaigns, the parts of a marketing campaign, and campaign responses and reporting.

Lessons

Benefits of Closed Loop Marketing
Marketing campaigns versus quick campaigns
Using quick campaigns
Understanding marketing campaigns
Managing campaign responses
Analyzing campaigns

After completing this module, students will be able to:

Understand the benefits of closed loop marketing
Identify when to use a quick campaign and when to use a marketing campaign
Know the purpose of quick campaigns and the key steps to create one
Know the purpose and elements of marketing campaigns
Identify the way campaign results can be captured
Understand the analysis and reporting available for 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

Lab 13.1: Quick Campaigns

Create a quick campaign

Lab 13.2: Create a Marketing Campaign

Create a marketing campaign

Lab 13.3: Campaign Tasks and Activities

Campaign tasks and activities

After completing this module, students will be able to:

Create a new quick campaign
Create a marketing campaign
Create and use marketing lists
Create and use campaign templates

Module 14: Managing Marketing Campaigns

This module explains the process for distributing campaign activities to launch your campaign. Discussed is managing a campaign that is underway and tracking campaign responses.

Lessons

Distributing campaign activities
Monitoring marketing campaigns
Capturing and viewing campaign responses
Working with campaign responses
Analyzing marketing information

Lab 14.1 Create a Campaign Response

Locate information regarding a campaign that is specific to a customer

After completing this module, students will be able to:

Distributing Campaign Activities. Manage campaign responses
Analyze the results of a marketing campaign using reports
Analyze the results of a marketing campaign using reports

Module 15: Understanding Service Management

This module introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. It covers the core components of service management and explains how the subject tree provides a structured approach for grouping and managing information.

Lessons

Getting Started with Service Management
Understanding Subject Trees
Understanding the Service Management Process Flow

After completing this module, students will be able to:

Understand the service management tools available in Microsoft Dynamics CRM
Understand how a subject tree works and how it relates to service management cases
Understand the service management process flow
Gain an understanding of how the service management process flow helps organizations manage and resolve cases by viewing a demonstration

Module 16: Managing Contracts

This module explains the lifecycle and key concepts of contracts in Microsoft Dynamics CRM. It explains how to create contract templates that contracts are based on. This module also explains how to modify contracts and how to delete, cancel, renew, or put a contract on hold.

Lessons

Understanding Contracts
Creating and managing contract templates
Creating a contract and contract lines
Modifying contracts and contract lines
Renewing contracts
Working with contracts

Lab 16.1: Creating Contracts and Contract Lines

Create a contract, add contract lines, and invoice the contract

Lab 16.2: Using Hold, Release Hold, and Renew Contract

Put a contract on hold, reinstate it, and then renew it

After completing this module, students will be able to:

Learn the key concepts and lifecycle of contract management in Microsoft Dynamics CRM
Work with contract templates
Create contracts and contract line items
Modify contracts and contract lines
Renew contracts
Understand contract ownership and identify how cases work with contracts

Module 17: Managing Cases

This module explains concepts of case management, the steps in the case resolution process, and the ways you can view and manage cases in Microsoft Dynamics CRM. The module covers creating, deleting, and editing cases, and then discusses other activities related to case management, such as assigning and sharing cases and using the knowledge base to research issues and resolve cases.

Lessons

Understanding case management
Viewing Cases
Creating Cases
Assigning and reassigning cases
Editing cases
Resolving cases
Sharing cases
Reactivating cases
Canceling and deleting cases
Case management reports

Lab 17.1: Managing Cases

Manage cases

Lab 17.2: Case Creation and Resolution

Create a case and then resolve it

After completing this module, students will be able to:

Understand the concepts governing cases and the resolution process for a case
Become familiar with where to access and view cases in Microsoft Dynamics CRM
Learn how to create a new cases or convert an activity to a case
Understand how to assign and reassign cases to customer service representatives
Understand how to accept cases from a Queue
Understand how to view, edit and work on cases
Learn when and how to resolve cases and how to resolve cases using the knowledge base
Learn why and how to share cases with others
Know how to reactivate cases that have been resolved
Understand when and how to cancel and delete cases
Know the types of reports related to case managements

Module 18: Creating A Knowledge Base

This module explains how to the Microsoft Dynamics CRM Knowledge Base, and discusses how organizations can browse, locate and share information using this repository.

Lessons

What is the Microsoft Dynamics CRM Knowledge Base?
Working with article templates
Creating and submitting articles
Approving, publishing, and rejecting an article
Finding information in the knowledge base

Lab 18.1:Creating, Submitting, and Publishing Knowledge Base Articles.

Create, submit and publish a Knowledge Base article

Lab 18.2: Reviewing, Approving, and Rejecting Knowledge Base Articles

Review, approve, and Reject Knowledge Base article

After completing this module, students will be able to:

Understand the purpose of the Microsoft Dynamics CRM Knowledge Base, Knowledge Base concepts, and the life cycle of Knowledge Base articles
Create Knowledge Base article templates
Create and submit Knowledge Base articles
Approve, reject, and publish Knowledge Base articles
Find information in the Knowledge Base

Module 19: Managing Service Queues

This module explains how Microsoft Dynamics CRM service queues work, including how to create public queues and routing rules for queues. It discusses the process of deleting queues and explains how to view the list of cases and activities in queues and how to accept and assign items from queues.

Lessons

Overview of Queues
Setting up public queues
Deleting queues
Working with queues

Lab 19.1: Creating and Assigning Queues

Create a queue and assign some cases to it

After completing this module, students will be able to:

Understand the basics of queues and the flow of cases and activities through queues
Create public queues and routing rules for them
Know how to delete queues
Work with queues, including assigning items and accepting them

Module 20: Service Scheduling

This module explains the basic service scheduling process.

Lessons

Service Scheduling Introduction and Terminology
Service Scheduling Scenarios
Service Scheduling Process Flow

Lab 20.1: Scheduling Terminology

Match terms and descriptions

After completing this module, students will be able to:

Introduce key service scheduling concepts
Compare service business scenarios
Understand the service scheduling process flow in Microsoft CRM
View a demonstration of the service scheduling process

Module 21: Scheduling Services for Your Customers

This module explains the service scheduling activities in detail.

Lessons

Scheduling Services
Navigating and Booking Service Activities in the Service Calendar
Scheduling Service Activities
Close, Cancel, or Reschedule a Service Activity
View Service Activities and Appointments
Setting Service Activity Preferences for Customers

Lab 21.1: Scheduling a Service Activity for a Case

Schedule a service activity

Lab 21.2: Following up on Appointments

Follow up on appointments

After completing this module, students will be able to:

Navigate and book service activities in the Service Calendar
Schedule a service activity for your customers
This demonstration illustrates how to create and schedule a service activity using the Service Calendar in Microsoft CRM
Close, cancel, or reschedule a service activity
This demonstration illustrates how to reschedule a service activity
View service activities and appointments
Set customer preferences for a service activity

Module 22: Maintaining Users and Resources

This module explains the scheduling administration, set up process, and administrative activities in detail since this is a key entry point in the scheduling process.

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
Manage how resources are allocated for service activities
Create, edit, or add members to a site
Set or edit business closures

Lab 22.1: User Work Schedules

User work schedules

Lab 22.2: Create Business Closures

Create a business closure time

Lab 22.3: Remove a resource from a scheduled Service

Remove a resource

After completing this module, students will be able to:

Understand the concepts of scheduling users and other resources in Microsoft CRM
Set up a schedule for a user, facility or equipment
Create, and add users, facility, or equipment to a resource group
View schedules for resources
Remove resources from the scheduled services
Create, edit, or add members to a site
Set or edit business closures

8913: Microsoft Dynamics CRM 4.0 Applications

Course Information

Introduction

Audience

Completion

Prerequisites

Examinations

Materials

Course Outline

Module 1: Introduction to Microsoft Dynamics CRM

Lessons

Module 2: Understanding Microsoft Dynamics CRM Software

Lessons

Module 3: Using Microsoft Dynamics CRM in a Global Market

Lessons

Module 4: The Customer Centered View

Lessons

Lab 4.1: Creating Account and Contact Records

Lab 4.2:Accounts and Contacts

Module 5: Using Microsoft Dynamics CRM for Outlook

Lessons

Lab 5.1: Creating an Opportunity and an Appointment from an inbound e-mail

Lab 5.2: Synchronization in the Microsoft Dynamics CRM Client for Outlook

Module 6: Introduction to Sales

Lessons

Lab 6.1: Create Competitor List

Module 7: Opportunity Management

Lessons

Lab 7.1: Creating a Sales Process

Lab 7.2: Managing Your Pipeline

Module 8: Managing Leads

Lessons

Lab 8.1: Managing and Creating Leads

Lab 8.2: Create Leads

Lab 8.3 Qualify and Convert Leads

Module 9: Using the Product Catalog

Lessons

Lab 9.1: Create a Unit Group and Price List

Module 10: Sales Order Processing

Lessons

Lab 10.1: Convert a Quote to an Order

Module 11: Sales Reporting

Lessons

Lab 11.1: Sales Productivity

Lab 11.2: Sales Productivity Reports

Module 12: Understanding Marketing Campaigns

Lessons

Module 13: Planning and Creating Marketing Campaigns

Lessons

Lab 13.1: Quick Campaigns

Lab 13.2: Create a Marketing Campaign

Lab 13.3: Campaign Tasks and Activities

Module 14: Managing Marketing Campaigns

Lessons

Lab 14.1 Create a Campaign Response

Module 15: Understanding Service Management

Lessons

Module 16: Managing Contracts

Lessons

Lab 16.1: Creating Contracts and Contract Lines

Lab 16.2: Using Hold, Release Hold, and Renew Contract

Module 17: Managing Cases

Lessons

Lab 17.1: Managing Cases

Lab 17.2: Case Creation and Resolution

Module 18: Creating A Knowledge Base

Lessons

Lab 18.1:Creating, Submitting, and Publishing Knowledge Base Articles.

Lab 18.2: Reviewing, Approving, and Rejecting Knowledge Base Articles

Module 19: Managing Service Queues

Lessons

Lab 19.1: Creating and Assigning Queues

Module 20: Service Scheduling

Lessons

Lab 20.1: Scheduling Terminology

Module 21: Scheduling Services for Your Customers

Lessons

Lab 21.1: Scheduling a Service Activity for a Case

Lab 21.2: Following up on Appointments

Module 22: Maintaining Users and Resources