Module 1: Introduction to Microsoft Dynamics CRM
This module explains how the overall value to an organization of creating and implementing a CRM strategy. It explains how Microsoft Dynamics CRM supports a successful CRM strategy through a set of modules organized by functional area: sales, marketing, and service.
Module 2: Understanding Microsoft Dynamics CRM Software
Module 3: Using Microsoft Dynamics CRM in a Global Market
This module explains how Microsoft Dynamics CRM works in a global environment, including languages, currencies, and adjusting the interface to different languages and regions.
Module 4: The Customer Centered View
This module explains about the variety of tools to track, manage, execute, and report on customer interactions.
Module 5: Using Microsoft Dynamics CRM for 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 and tasks and contacts. Then, this module covers how to create personalized communications using Mail Merge. Finally, a lesson explains 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.
Module 6: Introduction to Sales
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.
Module 7: Opportunity Management
This module explains how to use Microsoft Dynamics CRM to work with qualified customers in order to make a sale.
Module 8: Managing Leads
This module explains how to takes a look at a more complex sale process and discusses leads in detail, as 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. Finally, the lesson highlights ways to use lead reports.
Module 9: Using the Product Catalog
This module explains how to 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.
Module 10: Sales Order Processing
This module explains how to process a sales order in Microsoft Dynamics CRM 4.0. This module covers quotes, orders, and invoices.
Module 11: Sales Reporting
This module explains the additional features in Microsoft Dynamics CRM that are used to analyze the data captured in the system. A number of sales productivity reports provide insight into sales performance and allow for sales forecasting. The Export to Excel feature enables both static copies and dynamic queries of data to be viewed and evaluated in Microsoft Excel.
Module 12: Understanding Marketing Campaigns
This module explains 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. This lesson will give you an understanding of closed loop marketing, quick campaigns, marketing campaigns, the parts of a marketing campaign, and campaign responses and reporting.
Module 13: Planning and Creating Marketing Campaigns
This module explains how the overall value to an organization of creating and implementing a CRM strategy. It explains how Microsoft Dynamics CRM supports a successful CRM strategy through a set of modules organized by functional area: sales, marketing, and service.
Module 14: Managing 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.
Module 15: Understanding 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.
Module 16: Managing Contracts
This module explains the lifecycle and key concepts of contracts in Microsoft Dynamics CRM. It explains how to create contract templates that contracts are based on. This module also explains how to modify contracts and how to delete, cancel, renew, or put a contract on hold.
Module 17: Managing 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 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.
Module 18: Creating A Knowledge Base
This module explains how to the Microsoft Dynamics CRM Knowledge Base, and discusses how organizations can browse, locate and share information using this repository.
Module 19: Managing Service Queues
This module explains how Microsoft Dynamics CRM service queues work, including how to create public queues and routing rules for queues. It discusses the process of deleting queues and explains how to view the list of cases and activities in queues and how to accept and assign items from queues.
Module 20: Service Scheduling
This module explains the basic service scheduling process.
Module 21: Scheduling Services for Your Customers.
This module explains the service scheduling activities in detail.
Module 22: Maintaining Users and Resources
This module explains the scheduling administration, set up process, and administrative activities in detail since this is a key entry point in the scheduling process.