DURATION
1 Day
Introduction
This one-day course explores the Microsoft CRM application from a user's perspective. Application functionality covered in the course includes Core CRM Navigation, User Interface, Outlook Client, and the Sales Management module. This application course does not include materials or instructor discussion of Microsoft CRM Installation, Application Configuration, Workflow Configuration, Customization, Back Office Integration or Data Migration.
This course teaches the processes and functionality used by sales managers and sales representatives. The course begins with an introduction to the core concepts of Microsoft CRM then an overview of the sales processes. Subesquent lessons explore the sales concepts in greater detail. A thorough understanding of the sales processes in Microsoft CRM helps you to get the most out of your system.
Audience
Microsoft CRM Sales Management training is recommended for individuals or anyone that plans to implement, use, maintain, consult, or support Microsoft CRM in their organization. The class is targeted toward sales representatives, administrators, office managers, CEO's, and consultants who need to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality.
At Course 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
Account, Contact, Lead, Opportunity and Activity record management
Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management
Microsoft CRM Advanced Find functionality to evaluate customer data
Prerequisites
Before attending this course, students must have:
General knowledge of Microsoft Windows
An understanding of Customer Relationship Management solution processes and practices
Microsoft Certification exams
No Microsoft Certification exams are associated with this course currently.
Course Materials
The student materials include comprehensive courseware and other necessary materials for this class.
Chapter 1: Microsoft CRM Concepts
This chapter describes the overall solution of Microsoft CRM and the benefits to an organization. There is a brief overview of each of the available modules. The chapter also discusses the concepts, tasks, navigation, and functions that are used throughout the product.
Main Topics
Microsoft CRM Modules
Accessing Microsoft CRM
Customer Records
Customer Relationships
Understanding customization availability
Labs
Working with Records
Accounts and Contacts
After completing this chapter, students should be able to:
Understand the overall solution that Microsoft Dynamics CRM provides and the functionality and purpose of the Microsoft CRM modules
Log on to Microsoft CRM
Understand the relationship between account and contact records in Microsoft CRM
Understand the types of relationships that can be created between records
Chapter 2: Microsoft CRM Client for Outlook
This chapter takes a look at how the Microsoft CRM Client for Outlook works, how the functionality is similar to the web client. It provides information on how to work in the Outlook Client interface. The lesson begins by identifying the functionality available in the Outlook Client, and then discusses how to use the functionality.
Main Topics
Identifying the functionality available in the Microsoft CRM Client for Outlook
Navigate within the Microsoft CRM client for Outlook user interface
Create and manage Microsoft CRM records and activities in Outlook
Labs
Synchronization in the Outlook client
Outlook client Record management and E-mail management
After completing this chapter, students should be able to:
Identify the functionality available in the Microsoft CRM Outlook client.
Understand how to navigate the user interface of the Microsoft CRM Outlook client.
Understand how the Outlook client synchronizes with Microsoft Outlook and the Microsoft CRM Server and also to how to take the Outlook client offline and online.
Understand how to differentiate between Microsoft CRM and Outlook records and how the different record types are managed in the Outlook client.
Understand how to create mail merge documents for the available record types in the Microsoft CRM Outlook client.
Chapter 3: Sales Management Life Cycle
This chapter discusses a basic sales process starting with a lead that the user enters for an existing customer. The Sales Representative converts the lead to an opportunity and associates the lead with the existing customer. This lesson also discusses the relationship between accounts, sub-accounts, and contacts. The focus is on procedural introduction. Therefore, the sales process is completed but not discussed in great detail.
Lessons
Sales Management Process Flow
Overview of core sales functionality
Working with Customer Records
Lab
Microsoft CRM Process Flow
After completing this chapter, students should be able to:
Understand the sales process flow in Microsoft Customer Relationship Management.
Complete an overview of the sales process including the following tasks:
Create a lead record using the Lead Form
Qualify and convert a lead to an opportunity
Create a quote, order, and invoice automatically from an opportunity
Chapter 4: Lead Management
This lesson takes a look at a more complex sales process and discusses leads in great detail since this is a key point in the sales process. The lesson begins by importing leads then discusses the other activities related to leads.
Main Topics
Understanding Leads
Creating and Importing Leads
Assigning, Sharing and Converting Leads
Disqualifying and Reactivating Leads
Reporting with Leads
Labs
Managing and Creating Leads
Assign a Lead
Create Leads
Qualify and Convert Leads
Disqualify and Reactivate Leads
Reporting with Leads
After completing this chapter, students should be able to:
Understand the process for using Leads in Microsoft CRM
Create leads using the lead form
Import Leads into Microsoft CRM from a file
Qualify leads and track communication activity and convert a lead to an opportunity
Disqualify leads that will not result in sales and reactivate leads that have been disqualified
View Reports associated with leads
Chapter 5: Completing the Sale
This chapter continues the sales process that originated with a lead and focuses on working with opportunities. There is an in-depth discussion of the Work Flow process. An opportunity is tracked through the rest of the sales process including creating a quote, order, and invoice.
Main Topics
Managing Opportunities
Working with Opportunities
Using Workflow and Sales Processes
Quotes, Orders, and Invoices
Labs
Manage Opportunities
Apply a Sales Process Rule
Process Quotes, Orders, and Invoices
After completing this chapter, students should be able to:
Understand how to manage Opportunities to help generate sales
Assign a rule using the Automated Sales Process to automatically create sales tasks and ensure a consistent sales process
Convert an Opportunity to a quote and track the quote through the order and invoice phases
Chapter 6: Sales Productivity
This chapter discusses additional features in Microsoft CRM that are used to analyze the data that is captured in the system. The Advanced Find function is used to run queries against the data to view information in various formats. The lesson also looks at marketing lists and quick campaigns.
Main Topics
Evaluating Customer Data
Creating and Saving Advanced Find queries
Managing Sales Productivity
Marketing Collaboration
Labs
Creating and Saving Advanced Find Views
Sales Productivity
Sales Productivity Reports
Quick Campaigns
After completing this chapter, students should be able to:
Understand the type of information that you can analyze in Microsoft CRM
Use the Advanced Find function to locate customers that meet specified criteria, save queries, and create Quick Campaigns
Use Sales information to review potential opportunities to forecast revenue
Use Microsoft CRM to analyze sales productivity
Manage customer marketing lists
Chapter 7: Sales Administration
This lesson covers the administrative concepts of Microsoft CRM at a high level. These are tasks that are used during the implementation of the product and periodically for maintenance.
Main Topics
Automated Sales and Workflow Processes
Managing Competitors
Managing Sales Literature
Creating a Product Catalog
Lab
Manage Competitive Information
After completing this chapter, students should be able to:
Understand how to use sales processes and workflow rules
Add information regarding Competitors
Manage sales literature items and attach documents to records
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.