This three-day CRM course, Applications in Microsoft Dynamics CRM 4.0, provides students with the necessary tools to use Microsoft Dynamics CRM 4.0. The course focuses on the user interface and application functionality, specifically: Sales, Marketing Automation, Service, and Service Scheduling.
Doelgroep
This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM in their organization. The course is intended for service schedulers, administrators, office managers, CEOs, and consultants who want to gain foundational knowledge of the application functionality.
Voorkennis
General knowledge of Microsoft Windows and understanding of Customer Relationship Management solution processes and practices.
Studiemateriaal
Engels studiemateriaal.
Lesmethode
U volgt deze training in onze Open Master Class. Door een groepsgrootte van gemiddeld 6 en maximaal 8 cursisten, bent u verzekerd van een individuele en maatgerichte training. U werkt in uw eigen tempo en beschikt over een gecertificeerde en ervaren docent die u gedurende uw training persoonlijk begeleidt en al uw vragen omtrent de lesstof beantwoordt. Uiteraard profiteert u ook bij deze training van onze 100% Kwaliteitsgarantie.
Duur
3 dagen
Tarief excl. BTW
€ 1.245,00 per deelnemer
Het tarief voor deze training is inclusief studiemateriaal, certificaat, koffie/thee en een uitgebreide lunch.
Trainingstijden
Onze trainingen vinden plaats van 9.30 tot 12.15 en van 13.15 tot 16.30 uur.
Certificering / traject
Microsoft MCBMS certificering
Examen
Examen MB2-632
Huidige categorie
Trainingsaanbod » Eindgebruikers trainingen » MS CRM
Module 1: Introduction to Microsoft Dynamics CRM
This module explains how creating and implementing a CRM strategy provides overall value to an organization. It explains how Microsoft Dynamics CRM supports a successful strategy through a set of modules organized by functional area: sales, marketing, and service. This module also explains how Microsoft Dynamics CRM is installed and used in your environment.Lessons
- Gaining a competitive advantage through CRM
- Microsoft Dynamics CRM Modules
- Microsoft Dynamics CRM Server and Client Options
- Balancing Usability and Reporting
- Microsoft Dynamics CRM User Interface
- Getting Help
- Multi-Language Support in Microsoft Dynamics CRM
- Multi-Currency Support in Microsoft Dynamics CRM
- Personalizing the CRM Experience
- Setting Personal Options
Module 2: Microsoft Dynamics CRM Basics
This module explains the variety of tools to track, manage, execute, and report on customer interactions, and how a 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
- Customer Records
- Relationships between Customer Records
- Record Ownership and Assignment
- Using Activities to track Customer Interactions
- Using Workflows
- Finding and Maintaining Your Data
- Using Duplicate Detection
- Subject Tree
Module 3: Microsoft Dynamics CRM for Microsoft Office 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, tasks, and contacts. Then, this module covers how to create personalized communications using Mail Merge. Finally, the module describes 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 synchronized.Lessons
- Benefits of Using 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
- Differences between Outlook Clients
- Using Microsoft Dynamics CRM for Outlook with Offline Access
Module 4: Introduction to Sales Management
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. Also described is how you can use Microsoft Dynamics CRM to work with qualified customers to make a sale. This module goes runs a complex sale process and discusses leads in detail, and how 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.
Lessons
- Sales Management Overview
- Tracking Competitors
- Managing Sales Literature
- Introduction to Leads
- Creating and Importing Leads
- Tracking and Converting Leads
- Disqualifying and Reactivating Leads
- Reporting on Leads
- Introduction to Opportunities
- Creating Opportunities
- Working with Opportunities
- Tracking Opportunities through a Sales Process
- Closing Opportunities
- Using the Sales Pipeline Report
Module 5: Sales Order Processing
This module explains 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. This module explains how to process a sales order in Microsoft Dynamics CRM 4.0. It covers quotes, orders, and invoices, and describes the features in Microsoft Dynamics CRM that are used to analyze the data captured in the system. Also described is how the Export to Excel feature enables both static copies and dynamic queries of data to be viewed and evaluated in Microsoft Excel.Lessons
- Completing the Sales Transaction
- Product Catalog
- Unit Groups
- Adding Products
- Creating Price Lists
- Creating Discount Lists
- Creating and Revising Quotes
- Creating and Tracking Orders
- Creating and Closing Invoices
- Evaluating Sales Data
- Measuring Performance with Sales Productivity Reports
- Using Export to Excel
- Using the Report Wizard
Module 6: Introduction to Marketing Management
This module describes 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 including: closed loop marketing, quick campaigns, marketing campaigns, and campaign responses and reporting. This module also explains the process for creating quick campaigns, marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM.Lessons
- Benefits of Closed Loop Marketing
- Quick Campaigns
- Marketing Campaigns vs. Quick Campaigns
- Creating a Marketing Campaign
- Creating and Using Marketing Campaign
- Creating and Using Campaign Templates
- Managing Campaign Responses
- Analyzing Campaigns
Module 7: Implementing 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
- Distribute Campaign Activities
- Monitoring Marketing Campaigns
- Capturing and Viewing Campaign Responses
- Working with Campaign Responses
- Analyzing Marketing Information
Module 8: Introduction to 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. It explains the lifecycle and key concepts of contracts in Microsoft Dynamics CRM, and explains how to create contract templates, and how to modify contracts and how to delete, cancel, renew, or put a contract on hold.Lessons
- Getting Started with Service Management
- Subject Trees
- Service Management Process Flow
- Contracts
- Creating Contract Templates
- Creating a Contract and Contract Lines
- Modifying Contracts and Contract Lines
- Renewing Contracts
- Working with Contracts
Module 9: Managing Service 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 also 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
- Accepting Cases
- Maintaining Cases
- Resolving Cases
- Sharing Cases
- Reactivating Cases
- Canceling and Deleting Cases
- Case Management Reports
Module 10: Microsoft Dynamics CRM Knowledge Base
This module explains how to use the Microsoft Dynamics CRM Knowledge Base, and discusses how organizations can browse, locate, and share information using this repository. Also discussed is how Microsoft Dynamics CRM service queues work, including how to create public queues and routing rules for queues, the process of deleting queues, viewing the list of cases and activities in queues, and how to accept and assign items from queues.Lessons
- Knowledge Base Concepts
- Working with Article Templates
- Creating and Submitting Articles
- Approving, Publishing, and Rejecting an Article
- Finding Information in the Knowledge Base
- Queues
- Setting Up Public Queues
- Deleting Queues
- Working with Queues
Module 11: Introduction to Service Scheduling
This module explains the basic service scheduling process and service scheduling activities in detail.Lessons
- Service Scheduling Overview
- Service Scheduling Scenarios
- Service Scheduling Process
- Navigating and Booking Service Activities in the Service Calendar
- Scheduling Service Activities
- Close, Cancel, or Reschedule a Service Activity
- View Service Activities and Appointments
Module 12: Service Scheduling Administration
This module explains the scheduling administration, setup process, and administrative activities in detail since this is a key entry point in the scheduling process.Lessons
- Scheduling Appointments
- Scheduling Users and Other Resources
- User Work Schedules
- Creating a Group of Resources to Schedule Together
- Manage How Resources are allocated for Service Activities
- Creating and Managing Sites
- Managing Business Closures
Duur
3 dagen
Tarief excl. BTW
€ 1.245,00 per deelnemer
Certificering / traject
Microsoft MCBMS certificering
Examen
Examen MB2-632
Huidige categorie
Trainingsaanbod » Eindgebruikers trainingen » MS CRM
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