Microsoft Dynamics CRM 2011: Fast Track: Applications in Microsoft Dynamics CRM 2011/CRM Online

Course Overview

After completing the course, students will be able to use the Microsoft Dynamics CRM user user interface and application terminology; develop basic and advanced navigation and record maintenance; create marketing campaigns; create and maintain account, contact, and activity record management; schedule, administer, and define services; use the sales functionality.

Supplementary information

This fast-track course has now been updated to a B version, with information from the Microsoft Official Curriculum for CRM 2011. We include an Introduction to CRM 2011 module which is missing from the Official Curriculum as delivered by other suppliers. The package includes a one-time Microsoft exam MB2-868, which may be taken either at the end of the course or at any time within 18 months of attending the training course. Our CRM trainers advise that the MB2-868 exam should only be tackled at the end of the course if students have prior knowledge of using Microsoft Dynamics CRM. However, should you prefer not to purchase the exam with the training, discuss discount options with your Sales Representative. As this is a fast-track course, students should expect longer days and shorter lunch breaks, in order to complete all of the content and exam.

Microsoft are a leading software company, this Dynamics course will improve your career prospects and enhance your professional life.

Related Courses

• Microsoft Dynamics CRM 2011: Learn Microsoft Dynamics CRM 2011 CRM: Fastrack
• Microsoft Dynamics CRM 2011: What is New in Microsoft Dynamics CRM 2011 (80289)
• Microsoft Dynamics CRM 2011: Installation and Deployment
• Microsoft Dynamics CRM 2011: Marketing Automation in Microsoft Dynamics CRM 2011
• Microsoft Dynamics CRM 2011: Sales Management in Microsoft Dynamics CRM 2011
• Microsoft Dynamics CRM 2011: Service Management in Microsoft Dynamics CRM 2011
• Microsoft Dynamics CRM 2011: Service Scheduling in Microsoft Dynamics CRM 2011
• Microsoft Dynamics CRM 2011: Customization and Configuration
• Microsoft Dynamics CRM 2011: Extending Microsoft Dynamics CRM 2011
• Microsoft Dynamics CRM 2011: Introduction to Microsoft Dynamics CRM 2011

Audience

This course provides students with the skills and knowledge to use and personalise Microsoft Dynamics CRM 2011. It is intended for individuals that plan to implement, deploy, use, maintain, consult or support Microsoft Dynamics CRM 2011 in their organisation.

Prerequisites

There are no pre-requisites for this course.

Course Outline

1. Introduction to Microsoft Dynamics CRM
2. CRM 2011 Basics
3. Microsoft Dynamics CRM for Microsoft Office Outlook
4. Introduction to Sales Management
5. Sales Order Processing
6. Introduction to Marketing Management
7. Implementing and Managing Marketing Campaigns
8. Introduction to Service Management
9. Working with Cases and Contracts
10. Introduction to Service Scheduling
11. Advanced Service Scheduling Topics
12. Analysis, Reporting and Goals
13. Exam MB2-868

Module 1: Introduction to Microsoft Dynamics CRM

• Gaining a competitive advantage through CRM
• Microsoft Dynamics CRM Modules
• Microsoft Dynamics CRM User Interface

Skills

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

Module 2: CRM 2011 Basics

• Microsoft Dynamics CRM in Your Organization
• Customer Records
• Record Ownership and Assignment
• Using Activities to track Customer Interactions
• 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: Microsoft Dynamics CRM for Microsoft Office Outlook

• Integration between Microsoft Dynamics CRM 2011 and Outlook
• Record Management in the Outlook client
• E-mail management in CRM 2011 for Outlook
• Multiple Views and Conditional Formatting
• Creating Mail Merge Documents
• Using CRM 2011 for Outlook with Offline Access

Skills

• Improve productivity with the Outlook client.

Module 4: Introduction to Sales Management

• Overview of the Sales Process in Microsoft Dynamics CRM
• Core Records in the Sales Process
• Tracking Competitors and Managing Sales Literature
• Working with Leads
• Working with Opportunities
• Sales Processes, Workflows and Dialogs

Skills

• Track and manage the sales process from potential to close.

Module 5: Sales Order Processing

• The Microsoft Dynamics CRM Sales Order Process
• Opportunities, Quotes, and the Sales Process
• Working with Orders
• Working with Invoices

Skills

• Capture important sales information and uncover new business opportunities.

Module 6: Introduction to Marketing Management

• Benefits of Closed Loop Marketing
• Creating and Using Marketing Lists
• Marketing Campaigns and Quick Campaigns
• Quick Campaigns
• Introduction to Marketing Campaigns
• Creating a Marketing Campaign
• Creating and Using Campaign Templates
• Importing Leads

Skills

• Extend the effectiveness of your marketing department and use things such as marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM.

Module 7: Implementing and Managing Marketing Campaigns

• Campaigns, Campaign Activities and Marketing Lists
• Creating and Using Email Templates
• Sales Literature, Products and Price Lists
• Distributing Campaign Activities
• Capturing and Viewing Campaign Responses
• Working with Campaign Responses

Skills

• Understand the role of campaign activities and marketing lists in campaigns.

Module 8: Introduction to Service Management

• Getting Started with Service Management
• Cases and the Service Management Process
• Queues and Contracts in Service Management
• Working with Cases in the Case Grid

Skills

• Use the CRM service management functionality to help track information about cases, customer complaints or requests, and small projects.

Module 9: Working with Cases and Contracts

• Creating Case Records
• Working with Cases
• Contracts and Contract Templates
• Creating and Working with Contracts
• Using Contracts with Cases

Skills

• Understand cases and contracts and how they can be used together in service management functions.

Module 10: Introduction to Service Scheduling

• Service Scheduling Overview
• Service Scheduling Scenarios
• Service Scheduling Process
• Working with Service Activities and the Service Calendar
• Closing, Cancelling, or Rescheduling a Service Activity
• Using Charts and Reports to Analyse Service Activities

Skills

• Understand the scheduling process, scheduling engine, and scheduling service activities.

Module 11: Advanced Service Scheduling Topics

• Understanding the Service Activity Scheduling Engine
• Resources, Services and Selection Rules
• Incorporating Customer Preferences
• Resource and Service Capacity Requirements
• Understanding Sites and Same-Site Requirements

Skills

• Understand how to use service scheduling in situations that have complex scheduling requirements.

Module 12: Analysis, Reporting and Goals

• Analysing Information with Lists, Views and Charts
• Working with Reports
• Creating and Managing Goals
• Creating Charts
• Customizing and Working with Dashboards
• Exporting Information

Skills

• Understand the methods available in Microsoft Dynamics CRM for analysing and reporting, as well as managing goals.

Module 13: Exam MB2-868

 

Microsoft Dynamics CRM 2011: Fast Track: Applications in Microsoft Dynamics CRM 2011/CRM Online / cm105816

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