Microsoft Dynamics CRM 4.0: Fast Track to Microsoft Dynamics CRM 4.0 Certification: Become a CRM Power User

Course Overview

After completing the course and the associated exams, students will have the following certifications: Microsoft Certified Business Management Solutions Specialist in CRM 4 Applications.In addition, the exam forms part of the Microsoft Certified Business Management Solutions Professional certifications (Applications - 2 other exams required; Developer - 3 other exams required).

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Related Courses

• Microsoft Dynamics CRM 4.0: Customization and Configuration in Microsoft Dynamics CRM 4.0
• Microsoft Dynamics CRM 4.0: Applications
• Microsoft Dynamics CRM 4.0: Installation and Deployment
• Microsoft Dynamics CRM 4.0: Extending Microsoft Dynamics CRM 4.0
• Microsoft Dynamics CRM 4.0: Administration in Microsoft Dynamics CRM 4.0
• Microsoft Dynamics CRM 4.0: Workflow in Microsoft Dynamics CRM 4.0
• Microsoft Dynamics CRM 4.0: Introduction to Microsoft Dynamics CRM 4 for Small and Medium Businesses
• Microsoft Dynamics Sure Step 2.0: Project Managing Microsoft Dynamics CRM Implementations with Microsoft Dynamics Sure Step 2.0
• Microsoft Dynamics CRM 4.0: Fast Track to Microsoft Dynamics CRM 4.0 Certification: Become a CRM Developer
• Microsoft Dynamics CRM 4.0: Fast Track to Microsoft Dynamics CRM 4.0 Certification: Become a CRM Expert

Audience

This fast track course provides students with the training and exam required to achieve certification in Microsoft Dynamics CRM 4.0. It is intended for individuals that plan to implement, deploy, use, maintain, consult or support Microsoft Dynamics CRM 4.0 in their organisation.

Prerequisites

Before attending this course, students must have the following pre-requisites:

• A general knowledge of Microsoft Windows.
• An understanding of Microsoft Dynamics CRM, including processes and practices.

Course Outline

1. 8913: Introduction to Microsoft Dynamics CRM
2. 8913: Microsoft Dynamics CRM Basics
3. 8913: Microsoft Dynamics CRM for Microsoft Office Outlook
4. 8913: Introduction to Sales Management
5. 8913: Sales Order Processing
6. 8913: Introduction to Marketing Management
7. 8913: Implementing Marketing Campaigns
8. 8913: Introduction to Service Management
9. 8913: Managing Service Cases
10. 8913: Microsoft Dynamics CRM Knowledge Base
11. 8913: Introduction to Service Scheduling
12. 8913: Service Scheduling Administration
13. Exam MB2-632

Supplementary Information The Fast Track courses are run over longer days (from 9:00am to 5:30pm) with short or working lunches. Exams are taken in the evenings from 6:00pm.

Module 1: 8913: Introduction to Microsoft Dynamics CRM

• Gaining a competitive advantage through CRM
• Microsoft Dynamics CRM Modules
• Balancing Usability and Reporting
• Microsoft Dynamics CRM User Interface
• Multi-Language/Multi-Currency Support
• Personalizing the CRM Experience

Skills

• Explain how creating and implementing a CRM strategy provides overall value to an organization.

Module 2: 8913: Microsoft Dynamics CRM Basics

• Microsoft Dynamics CRM in Your Organization
• Customer Records
• Record Ownership and Assignment
• Using Activities to track Customer Interactions
• Using Workflows
• Finding and Maintaining Your Data
• Using Duplicate Detection
• Subject Tree

Skills

• Explain the variety of tools to track, manage, execute, and report on customer interactions.

Module 3: 8913: Microsoft Dynamics CRM for Microsoft Office Outlook

• Integration between Microsoft Dynamics CRM and Outlook
• Record Management in Microsoft Dynamics CRM for Outlook
• E-mail management in Microsoft Dynamics CRM for Outlook
• Creating Mail Merge Documents
• Using Microsoft Dynamics CRM for Outlook with Offline Access

Skills

• Explain the unique benefits of Microsoft Dynamics CRM for Outlook.

Module 4: 8913: Introduction to Sales Management

• Tracking Competitors
• Managing Sales Literature
• Working with Leads
• Working with Opportunities
• Tracking Opportunities through a Sales Process
• Using the Sales Pipeline Report

Skills

• Explain the basic sales process and how they vary between organizations.

Module 5: 8913: Sales Order Processing

• Product Catalog
• Creating Price Lists
• Creating and Revising Quotes
• Creating and Tracking Orders
• Creating and Closing Invoices
• Evaluating Sales Data

Skills

• Explains the role of the product catalog in Microsoft Dynamics CRM.

Module 6: 8913: Introduction to Marketing Management

• Marketing Campaigns vs. Quick Campaigns
• Creating and Using a Marketing Campaign
• Creating and Using Campaign Templates
• Managing Campaign Responses
• Analyzing Campaigns

Skills

• Describe the marketing functionality and key features you can use to increase marketing effectiveness.

Module 7: 8913: Implementing Marketing Campaigns

• Distribute Campaign Activities
• Monitoring Marketing Campaigns
• Capturing and Viewing Campaign Responses
• Working with Campaign Responses
• Analyzing Marketing Information

Skills

• Explain the process for distributing campaign activities.

Module 8: 8913: Introduction to Service Management

• Service Management Process Flow
• Creating Contract Templates
• Creating and Modifying a Contract and Contract Lines
• Renewing Contracts
• Working with Contracts

Skills

• Describe the Microsoft Dynamics CRM service management functionality.

Module 9: 8913: Managing Service Cases

• Understanding Case Management
• Creating Cases
• Working with Cases
• Reactivating, Cancelling and Deleting Cases

Skills

• Explain the concepts of case management in Microsoft Dynamics CRM.

Module 10: 8913: Microsoft Dynamics CRM Knowledge Base

• Knowledge Base Concepts
• Working with Article Templates
• Creating and Submitting Articles
• Approving, Publishing, and Rejecting an Article
• Working with Queues

Skills

• Explain how to use the Microsoft Dynamics CRM Knowledge Base.

Module 11: 8913: Introduction to Service Scheduling

• Service Scheduling Process
• Scheduling Service Activities
• Close, Cancel, or Reschedule a Service Activity
• View Service Activities and Appointments

Skills

• Explain the basic service scheduling process and service scheduling activities in detail.

Module 12: 8913: Service Scheduling Administration

• Scheduling Appointments
• Scheduling Users and Other Resources
• User Work Schedules
• Manage Resource Allocation
• Creating and Managing Sites
• Managing Business Closures

Skills

• Explain the scheduling administration, setup process, and administrative activities in detail.

Module 13: Exam MB2-632

• The ics covered in this exam are:
• Microsoft Dynamics CRM Concepts (34%)
• Sales (18%)
• Marketing (16%)
• Service Management (18%)
• Service Scheduling (14%).

Microsoft Dynamics CRM 4.0: Fast Track to Microsoft Dynamics CRM 4.0 Certification: Become a CRM Power User / F1032

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