Introduction

This 2.5-day course explores the Microsoft CRM application from a user's perspective. Modules in this hands-on classroom experience include functionality available in both Standard and Professional editions of Microsoft CRM. Application functionality covered in the course includes Core CRM Navigation, User Interface, Sales for Outlook Client, Sales, and Customer Service. 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.

Audience
Microsoft CRM Applications Professional training is recommended for individuals who will be on the implementation team, administering or using the Microsoft CRM application in their organization.

At Course Completion
After completing this course, students will understand:

• Microsoft CRM User Interface and application terminology

• Basic and advanced navigation and record maintenance

• Microsoft CRM Sales for Outlook functionality and synchronization

• Account, Contact, Lead, Opportunity and Activity record management

• Microsoft CRM Standard and Professional edition functionality

• Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management

• Customer Service functionality, including Contract, Case, and Knowledge Base management

• Options to personalize the Microsoft CRM User Interface and personal settings

Prerequisites
Before attending this course, students must have:

• An understanding of CRM solution processes and practices

Microsoft Certified Professional Exams
No Microsoft Certified Professional exams are associated with this course currently.

Course Materials
The student materials include comprehensive courseware and other necessary materials for this class.

Course Outline

Chapter 1: Record Management

This chapter explains how to navigate and work with the application user interface. This includes application nomenclature and information about retrieving records. Additionally, this chapter covers concepts related to application security. This includes Business Units and Users, Roles, Teams, Licenses, and Assigning and Sharing records.

Main Topics

• Navigating

• Working with Records

• Finding Records

• Security Overview

Lab: Record Management

• Working with Records

• Finding Records

• Record Management

After completing this chapter, students will be able to:

• Identify and navigate within the various Microsoft CRM modules, application level, and record level of Microsoft CRM.

• Understand how to use common Action Menu commands.

• Understand how to create different record types using various methods.

• Identify multiple methods for finding records within the application and use the Advanced Find feature to filter specific records.

• Understand the core security concepts of Microsoft CRM and understand the process of assigning and sharing records.

Chapter 2: Customer Management

This chapter explains how to define and manage records relating to your customers. This includes a key differentiation between Account and Contact records. Additionally, this chapter covers concepts related to Notes, Activities and E-mail, including E-mail Templates and Direct E-mail.

Main Topics

• Managing Accounts and Contacts

• Activity and E-mail Management

• Using Notes and Attachments

Lab: Customer Management

• Account and Contact Management

• Activity and E-mail Management

• Customer Management

After completing this chapter, students will be able to:

• Define and manage Account, Contact, Activity, E-mail, and Note records.

• Differentiate between Account and Contact records and their roles in Microsoft CRM.

• Recognize how Activity records relate to other records in Microsoft CRM.

• Send and receive e-mail and create and manage e-mail templates and direct e-mail features in Microsoft CRM.

• Access and manage Notes and associated Attachments.

Chapter 3: Microsoft CRM Sales for Outlook Client

This chapter explains how to navigate and work with the Microsoft CRM Sales for Outlook client. This includes available functionality, application nomenclature, information about creating and working with records, and mail merge. Additionally, this chapter covers concepts related to the synchronization of the Microsoft CRM Sales for Outlook client.

Main Topics

• Navigating in the Sales for Outlook client

• Synchronization in the Sales for Outlook client

• Sales for Outlook client Record Management

• Sales for Outlook client Mail Merge

Lab: Microsoft CRM Sales for Outlook Client

• Synchronization in the Sales for Outlook client

• Sales for Outlook client Record Management

• Sales for Outlook client

After completing this chapter, students will be able to:

• Identify the functionality available in the Microsoft CRM Sales for Outlook client.

• Understand how to navigate the user interface of the Microsoft CRM Sales for Outlook client.

• Understand how the Sales for Outlook client synchronizes with Microsoft Outlook and the Microsoft CRM Server as well as how to take the Sales for 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 Sales for Outlook client.

• Understand how to create mail merge documents for the available record types in the Microsoft CRM Sales for Outlook client.

Chapter 4: Sales Management

This chapter explains how to manage and configure the various elements of the Sales Module. This includes Leads, Opportunities, Quotes, Orders, Invoices, Products, Sales Quotas, Sales Literature, and Competitors. Also included are concepts relating to Sales Processes in the Professional Edition.

Lessons

• Managing Leads

• Managing Opportunities

• Opportunity Sales Processes

• Quotes, Orders, and Invoices

• Product Catalog

• Sales Quotas

• Sales Literature

• Competitors

Lab: Sales Management

• Leads, Opportunities, and Sales Processes

• Orders and Invoices

• Using the Product Catalog

• Sales Management

After completing this chapter, students will be able to:

• Differentiate between Leads and Opportunities and recognize the purpose and life cycles of each.

• Understand Sales Processes in the Standard and Professional editions and how they relate to Opportunity records.

• Understand the relationship between Opportunities, Quotes, Orders, and Invoices and the life cycles of each.

• Understand the role of the Product Catalog in both the Sales and Customer Service Modules and recognize and use the components of the Product Catalog.

• Understand the concept and purpose of Sales Quotas, Sales Literature, and Competitor records.

• Understand how to create and manage all Sales Module records.

Chapter 5: Customer Service Management

This chapter explains how to manage and configure the various elements of the Customer Service Module. This includes Contracts, Cases, Queues, Routing, and Knowledge Base. Also included are concepts relating to templates for both Contracts and Knowledge Base articles.

Main Topics

• Managing Contracts

• Managing Cases

• Case Routing and Using Queues

• Managing the Knowledge Base

Lab: Customer Service Management

• Contract and Case Management

• Case Routing and Using Queues

• Customer Service Management

After completing this chapter, students will be able to:

• Understand the role of Contracts, Contract Lines, and Cases in Microsoft CRM.

• Understand the life cycle of Contracts and how they relate to Cases.

• Understand the concepts of Queues and how to create and manage them for Case and Activity routing.

• Understand Workplace and how to assign and accept items in Queues.

• Understand the purpose and life cycle of Knowledge Base articles.

• Understand how to create and manage all records in the Customer Service Module.

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