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Microsoft CRM 3.0 Sales Management
Course 8521: One day; Instructor-led

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

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

Course Outline
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

• 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

• Maintain the product catalog including price and discount lists