Microsoft
Navision-Relationship Management
Course
8363: Threedays; Instructor-led
Introduction
This 3 day Microsoft Business Solutions—Navision® 4.00 Relationship
Management course is an instructor-led training course. It provides you
with in-depth knowledge of the granules that make up the Relationship
Management application area.
Audience
The course is intended for people working in Microsoft Certified
Business Solutions Partners who want to demonstrate and set up Relationship
Management and for those who want to be able to provide support for Relationship
Management.
At
Course Completion
After completing this course, students will understand:
• Relationship
Management
• Relationship Management Setup
• Contacts
• Interactions and Document Management
• Campaigns and Segmentation
• Task Management
• Outlook Integration
• Opportunity Management
• Profiling and Classification
• Multilanguage Salutation and Attachment
• Quotation to Contacts
• Document Logging
Prerequisites
Participants need to have a basic knowledge of Microsoft Navision
(equivalent to the contents of the Microsoft® Business Solutions–Navision®
Essentials course), user-level knowledge of Microsoft® Word, Microsoft®
Outlook®, and Microsoft® Internet Explorer.
Microsoft
Certified Professional Exams
No Microsoft Certified Professional exams are associated with
this course currently.
Course
Materials
The student kit includes a comprehensive workbook and other necessary
materials for this class.
Course
Outline
Chapter 1: Relationship Management
This chapter introduces you to the concept of Relationship Management and gives you a general overview of the subject. In this chapter, you will also learn about some steps that need to be taken when implementing Relationship Management and the benefits of an integrated solution: ERP (Enterprise Resource Planning) and Relationship Management. In addition, you will learn about the vision for Relationship Management and the overall structure of the Relationship Management application area.
Lessons
• Defining Relationship
Management
• Relationship Management Application
• Selling Points for Relationship Management
After completing this chapter, students should be able to:
• Overview the
Service Management functionality.
• Know about the structure of Service Management.
Chapter 2: Relationship Management Setup
This chapter provides you with the steps to set up Relationship Management.
Lessons
• The Relationship
Management Setup Window
• Automatically Recorded Interactions
• Synchronization with Customers, Vendors, and Bank Accounts
• Duplicate Search
• E-mail Journaling
After completing this chapter, students should be able to:
• Use the Relationship
Management Setup window.
• Use automatically recorded interactions.
• Synchronize customers, vendors, and bank accounts.
• Duplicate search.
• Make use of e-mail logging.
Chapter 3: Contacts
This chapter teaches you how the program can help you manage your contacts.
Lessons
• Setting Up
Contacts
• The Contact Card
• Creating Contact Companies
• Creating Contact Persons
• Searching for Contacts
• Searching for Duplicates
• Synchronizing Contacts with Customers, Vendors, and Bank Accounts
• Exporting Contacts
• Contact Statistics
• Contact Reports
• Exercise
• Self-Test
Exercises
• Setting up
a contact company
• Creating contact persons
• Case
After completing this chapter, students should be able to:
• Set up contacts.
• Create contact companies.
• Create contact persons.
• Search for contacts.
• Search for duplicates.
• Synchronize contacts with customers, vendors, and bank accounts.
• Export contacts.
• View contact statistics.
• View contact reports.
Chapter 4: Interactions and document management
This chapter teaches you how the program can help you log your interactions (which are all the types of communication between your company and your contacts) and how you can keep track of your documents.
Lessons
• Introduction
• Setting Up Interactions
• Using the Create Interaction Wizard
• Phone Calls
• E-Mails
• Automatically Recorded Interactions
• Canceling and Deleting Interaction Log Entries
• Interaction Statistics
• Exercises
• Create an interaction template with an attachment
• Recording interactions
• Making a phone call
• Sending an e-mail
• Creating automatically recorded interactions
• Creating a sales quote and an order for the interaction log
After completing this chapter, students should be able to:
• Set up interactions.
• Create interaction templates.
• Assign attachments to interaction templates.
• Create Microsoft Word documents.
• Copy, import, and export attachments.
• Create automatically recorded interactions.
• Integrate your e-mail correspondence with Microsoft Outlook.
• Use the interaction log.
• View interaction statistics.
Chapter 5: Campaigns and segmentation
This chapter teaches you how the program can help you create campaigns for various purposes and set up segments of your contacts.
Lessons
• Introduction
to Campaigns and Segments
• Setting Up Campaigns
• Creating Campaigns
• Creating Segments
• Creating Interactions for Segments
• Creating Segments by Reusing Logged Segments
• Creating Segments by Reusing Saved Segments
• Campaign Pricing
• Campaign Statistics
Exercises
• Creating a
segment
• Sending a letter to a segment
• Planning a campaign
• Recording responses
• Using saved segmentation criteria
After completing this chapter, students should be able to:
• Set up and
create campaigns.
• Create segments.
• Create interactions for segments.
• Create segments by reusing logged segments.
• Create segments by reusing saved segment criteria.
• Create campaign prices and discounts.
• View campaign statistics
Chapter 6: Task Management
This chapter teaches you how you can use the tools in the program to manage your tasks.
Lessons
• Introduction
to Task Management
• Setting Up Teams and Activities
• Creating To-dos
• Assigning Activities
• Creating Recurring To-dos
• Modifying To-dos
• Converting Team To-dos
• Sending E-Mail Meeting Invitations
• Closing, Canceling and Deleting To-dos
• Viewing Statistical Information About To-dos
Exercises
• Creating a
recurring To do
• Creating teams of sales people
• Assigning activities
• Deleting closed To-dos
• Adding attendees to a To-do meeting type
• Sending e-mail invitations using MAPI
After completing this chapter, students should be able to:
• Set up teams
and activities.
• Create and modify to-dos.
• Assign activities.
• Create recurring to-dos.
• Close, cancel, and delete to-dos.
Chapter 7: Outlook integration
This chapter teaches you how to set up and use Microsoft Outlook integrated task, calendar, and meeting scheduling.
Lessons
• Introduction
to Outlook Integration
• Setting Up Outlook Integration
• Synchronizing Contacts and Salespeople in Real-time
• Synchronizing To-dos in Real-time
• Viewing Outlook Items from Navision and Navision Records from
Outlook
• Synchronization Batch Jobs
• Conflict Resolution and Error Handling
Exercises
• Setting up
synchronization with Outlook
• Integrating a contact from Outlook
• Integrating a contact from Navision
• Integrating a To-do of type Blank or Phone call
• Integrating a task
• Integrating a To-do of type Meeting
• Integrating an Outlook appointment
• Resolving Company Field conflicts
• Resolving version conflicts
• Synchronizing To-dos within a specific period
After completing this chapter, students will be able to:
• Integrate
meetings and appointments in Outlook with to-dos in Microsoft Navision.
• Integrate tasks in Outlook with to-dos in Microsoft Navision.
• Transfer contacts from Outlook to Microsoft Navision and back.
• Synchronize data in Outlook and Microsoft Navision.
Chapter 8: Opportunity Management
This chapter teaches you how to use opportunities to keep track of potential sales.
Lessons
• Introduction
to Opportunity Management
• Setting Up Opportunities
• Creating Opportunities
• Updating Opportunities
• Creating To-dos for Opportunities
• Creating Sales Quotes and Orders for Opportunities
• Closing and Deleting Opportunities
• Statistics
Exercises
• Create and
activate an opportunity
• Create a To-do for an opportunity
• Setting up a sales cycle
• Activating sales stages
• Viewing lost opportunities
After completing this chapter, students should be able to:
• Set up and
create opportunities.
• Update opportunities.
• Create to-dos for opportunities.
• Create sales quotes and orders for opportunities.
• Close and delete opportunities.
• View statistics.
Chapter 9: Profiling and classification
This chapter teaches you how the program can help you create profiles of your contacts
Lessons
• Introduction
to Profiling and Classification
• Profile Questionnaires
• Contact Rating
• Entering Contact Profiles
• Creating Segments Using Profile Information
• Updating Profile Questionnaires
• Testing and Printing Questionnaires
Exercises
• Adding contacts
to a segment
• Setting up a questionnaire
• Rating your contacts
After completing this chapter, students should be able to:
• Set up profile
questionnaires.
• Enter contact profiles.
• Create segments using profile information.
• Update profile questionnaires.
• Test and print questionnaires
Chapter 10: The Multilanguage Salutation and Attachment feature
This chapter provides you with steps to set up Salutations and Attachments.
Lessons
• Introduction
• Creating Salutation Formulas
• Assigning Salutation Code to the Contact
• Creating an Interaction Using Salutation Code
• Creating an Interaction Using a Segment Including Logging of the
Segment
Exercises
• Creating Salutation
formulas
• Creating interactions using a segment
After completing this chapter, students should be able to:
• Create salutation
formulas.
• Assign a salutation code to the contact.
• Create an interaction using a salutation code.
• Create an interaction using a segment including logging of the
segment.
Chapter 11: The quotation to contacts feature
This chapter provides you with steps to set up a customer template and use it in quotation to contacts.
Lessons
• Introduction
• Setting Up Customer Templates
• Making a Sales Quote from the Opportunity List Window
• Making a Sales Quote from the Sales Quote Window
• Creating a Sales Order from the Sales Quote Window
• Assigning a Sales Quote to an Opportunity
Exercises
• Setting up
customer templates
• Creating a sales quote and a sales order
After completing this chapter, students should be able to:
• Set up customer
templates.
• Make a sales quote from the Opportunity List window.
• Make a sales quote from the Sales Quote window.
• Create a sales order from the Sales Quote window
Chapter 12: Document logging
This chapter focuses on how to log documents such as sales orders and quotes.
Lessons
• Introduction
• Saving a Sales Quote
• Restoring a Sales Quote or Order
• Logging and Saving a Version of a Sales Order
• Restoring a Sales Order
Exercises
• Issuing a
quote to a contact
• Restoring the quote
After completing this chapter, students should be able to:
• Save a sales
quote.
• Restore a sales quote or sales order.
• Log and save a version of a sales order.
• Restore a sales order.
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