8913: Microsoft Dynamics CRM 4.0 Applications

8913: Microsoft Dynamics CRM 4.0 Applications Course Description

Intended Audience for the 8913: Microsoft Dynamics CRM 4.0 Applications Course

• This course is intended for individuals or anyone that plans to implement, use, maintain, or support Microsoft CRM in their organization. The class is targeted toward service schedulers, administrators, office managers, CEO's, and consultants who want to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality.

8913: Microsoft Dynamics CRM 4.0 Applications Course Objectives

• Microsoft CRM User Interface and application terminology
• Basic and advanced navigation and record maintenance
• Microsoft CRM Client for Outlook functionality and synchronization
• Planning and budgeting tasks related to marketing campaigns
• Create and manage customer lists
• Create marketing campaigns
• Manage campaigns and track campaign responses
• Account, Contact, and Activity record management
• Service Scheduling functionality. This includes Scheduling Services, Scheduling Administration, and Defining Services.
• Microsoft CRM Advanced Find functionality to evaluate customer data
• Service functionality. This includes Contract, Case, Knowledge Base, and Queue management
• Account, Contact, Lead, Opportunity and Activity record management
• Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management

8913: Microsoft Dynamics CRM 4.0 Applications Course Outline

1. Introduction to Microsoft Dynamics CRM
   1. Gaining a competitive advantage through CRM.
   2. Understanding customer relationships in Microsoft Dynamics CRM.
   3. Managing processes with Microsoft Dynamics CRM.
2. Understanding Microsoft Dynamics CRM Software
   1. Understanding the Microsoft Dynamics CRM Server and Client Options.
   2. Accessing Microsoft Dynamics CRM.
   3. Understanding the Microsoft Dynamics CRM User Interface.
   4. Getting Help.
   5. Personalizing the CRM Experience.
3. Using Microsoft Dynamics CRM in a Global Market
   1. Understanding Multi-Language Support in Microsoft Dynamics CRM
   2. Understand Multi-Currency Support in Microsoft Dynamics CRM
   3. Setting Personal Options.
4. The Customer Centered View
   1. View the customer through Microsoft Dynamics CRM.
   2. Microsoft Dynamics CRM in your organization.
   3. Implementing processes to support Microsoft Dynamics CRM.
   4. Understanding customer records.
   5. Relationships between customer records.
   6. Understanding record ownership and assignment.
   7. Using Activities to track customer interactions.
   8. Using workflows.
   9. Finding and maintaining your data.
   10. Using duplicate detection.
   11. Understanding the subject tree.
   12. Lab 4.1: Creating Account and Contact Records
   13. Create new accounts, new contacts, and contacts associated with existing accounts.
   14. Lab 4.2:Accounts and Contacts
   15. Set up a complex organization model.
5. Using Microsoft Dynamics CRM for Outlook
   1. Understanding Microsoft Dynamics CRM for Outlook.
   2. Understanding integration between Microsoft Dynamics CRM and Outlook.
   3. Understanding records in Microsoft Dynamics CRM for Outlook.
   4. E-mail management in Microsoft Dynamics CRM for Outlook.
   5. Creating mail merge documents.
   6. Understanding differences between Outlook clients.
   7. Synchronizing Microsoft Dynamics CRM data.
   8. Lab 5.1: Creating an Opportunity and an Appointment from an inbound e-mail.
   9. In this lab, you will use the information provided in an inbound e-mail and Set Regarding to create an opportunity and then create an appointment with that opportunity.
   10. Lab 5.2: Synchronization in the Microsoft Dynamics CRM Client for Outlook.
   11. Perform offline and online synchronization.
6. Introduction to Sales
   1. Introducing Sales Management.
   2. Managing Leads.
   3. Managing Opportunities.
   4. Processing Sales Orders.
   5. Managing Products and Pricing.
   6. Keeping Track of Competitors.
   7. Managing Sales Literature.
   8. Lab 6.1: Create Competitor List
   9. Using the competitor form.
7. Opportunity Management
   1. Understanding Opportunities.
   2. Sales processes and sales pipeline report.
   3. Creating opportunities.
   4. Working with opportunities.
   5. Closing opportunities.
   6. Lab 7.1: Creating a Sales Process
   7. Create a staged Sales Process workflow for opportunities
   8. Lab 7.2: Managing Your Pipeline
   9. Work with the activities of an opportunity in the Proposal sales stage to move the opportunity forward to the Closing stage.
8. Managing Leads
   1. Using Leads in Microsoft Dynamics CRM.
   2. Creating and Importing Leads.
   3. Tracking and Converting Leads.
   4. Disqualifying and Reactivating Leads.
   5. Reporting on Leads.
   6. Lab 8.1: Managing and Creating Leads
   7. Managing and Creating Leads
   8. Lab 8.2: Create Leads
   9. Create a Lead
   10. Lab 8.3 Qualify and Convert Leads
   11. Convert a lead to an Opportunity, account and contact.
9. Using the Product Catalog
   1. Understanding the Product Catalog.
   2. Creating Price Lists.
   3. Creating and Editing Discount Lists.
   4. Lab 9.1: Create a Unit Group and Price List
   5. Create a unit group
   6. Create a price list
10. Sales Order Processing
    1. Understanding sales order processing.
    2. Creating and revising quotes.
    3. Creating and tracking orders.
    4. Creating and closing invoices.
    5. Lab 10.1: Convert a Quote to an Order
    6. Create an order from a quote.
11. Sales Reporting
    1. Evaluating Sales Data.
    2. Measuring performance with sales productivity reports.
    3. Using export to Excel.
    4. Using the Report Wizard.
    5. Lab 11.1: Sales Productivity
    6. Using Advanced Find to locate and view information for a report.
    7. Lab 11.2: Sales Productivity Reports
    8. Using the Lead Source Effectiveness Report.
12. Understanding Marketing Campaigns
    1. Benefits of Closed Loop Marketing.
    2. Marketing campaigns versus quick campaigns.
    3. Using quick campaigns.
    4. Understanding marketing campaigns.
    5. Managing campaign responses.
    6. Analyzing campaigns
13. Planning and Creating Marketing Campaigns
    1. Creating quick campaigns.
    2. Creating a marketing campaign.
    3. Creating and using marketing lists.
    4. Creating and using campaign templates.
    5. Create a quick campaign.
    6. Lab 13.1: Quick Campaigns
    7. Create a quick campaign.
    8. Lab 13.2: Create a Marketing Campaign
    9. Create a marketing campaign.
    10. Lab 13.3: Campaign Tasks and Activities
    11. Campaign tasks and activities.
14. Managing Marketing Campaigns
    1. Distributing campaign activities.
    2. Monitoring marketing campaigns.
    3. Capturing and viewing campaign responses.
    4. Working with campaign responses.
    5. Analyzing marketing information.
    6. Lab 14.1 Create a Campaign Response
    7. Locate information regarding a campaign that is specific to a customer.
15. Understanding Service Management
    1. Getting Started with Service Management.
    2. Understanding Subject Trees.
    3. Understanding the Service Management Process Flow
16. Managing Contracts
    1. Understanding Contracts.
    2. Creating and managing contract templates.
    3. Creating a contract and contract lines.
    4. Modifying contracts and contract lines.
    5. Renewing contracts.
    6. Working with contracts.
    7. Lab 16.1: Creating Contracts and Contract Lines
    8. Create a contract, add contract lines, and invoice the contract.
    9. Lab 16.2: Using Hold, Release Hold, and Renew Contract
    10. Put a contract on hold, reinstate it, and then renew it.
17. Managing Cases
    1. Understanding case management.
    2. Viewing Cases.
    3. Creating Cases.
    4. Assigning and reassigning cases.
    5. Editing cases.
    6. Resolving cases.
    7. Sharing cases.
    8. Reactivating cases.
    9. Canceling and deleting cases.
    10. Case management reports.
    11. Lab 17.1: Managing Cases
    12. Manage cases
    13. Lab 17.2: Case Creation and Resolution
    14. Create a case and then resolve it.
18. Creating A Knowledge Base
    1. What is the Microsoft Dynamics CRM Knowledge Base?
    2. Working with article templates.
    3. Creating and submitting articles.
    4. Approving, publishing, and rejecting an article.
    5. Finding information in the knowledge base.
    6. Lab 18.1:Creating, Submitting, and Publishing Knowledge Base Articles.
    7. Create, submit and publish a Knowledge Base article
    8. Lab 18.2: Reviewing, Approving, and Rejecting Knowledge Base Articles
    9. Review, approve, and Reject Knowledge Base article.
19. Managing Service Queues
    1. Overview of Queues.
    2. Setting up public queues.
    3. Deleting queues.
    4. Working with queues.
    5. Lab 19.1: Creating and Assigning Queues
    6. Create a queue and assign some cases to it.
20. Service Scheduling
    1. Service Scheduling Introduction and Terminology.
    2. Service Scheduling Scenarios.
    3. Service Scheduling Process Flow.
    4. Lab 20.1: Scheduling Terminology
    5. Match terms and descriptions.
21. Scheduling Services for Your Customers.
    1. Scheduling Services.

Benefits of taking the 8913: Microsoft Dynamics CRM 4.0 Applications course at NetCom

• Why choose Microsoft Dynamics Training at NetCom Learning?
  As a recognition for training excellence, NetCom Learning was chosen by Microsoft as the 2007 Worldwide Learning Solutions Partner of the year out of 1400 training companies.

  In addition, we have won numerous other training awards for quality and customer satisfaction by CompTIA, EC-Council and other vendors. We are simply passionate about learning and achieving the highest customer satisfaction in your learning experience!

  See the training value proposition below:

  Why Microsoft Dynamics Training at NetCom? NetCom Information Technology is a Microsoft Gold Certified Partner for Learning Solutions (CPLS). CPLS is the premier training channel and delivery mechanism for Microsoft Dynamics training content. On July 11, NetCom was honored by Microsoft as its Learning Solutions Partner of the Year. Selected as the Number One CPLS, from over 1400 worldwide CPLS's, Microsoft recognized our commitment and ability to deliver high-quality learning services using a consultative engagement model. We could not have achieved this coveted status without the help and support of our customers and well wishers - thank you!! Microsoft Certified Partner for Learning Solutions Value Proposition: Microsoft Certified Partner for Learning Solutions Non-authorized Training Center Only MCT (Microsoft Certified Trainers) are authorized to teach the class Non MCT can teach the course Taught using Microsoft Authorized Courseware (MOC), includes free evaluation software and online training Do not have access to official courseware Partners adhere to stringent Microsoft designated lab requirements Computer and lab equipment may not be up to requirements of course Successful candidates are awarded Certificate of Completion directly from Microsoft for most of the courses Not authorized to issue Certificate of Completion Overall, a better quality training experience Substandard training experience

• NetCom provides Authorized Training
  NetCom Learning is a Microsoft Gold Certified Partner for Learning Solutions (CPLS), Cisco Learning Partner, CompTIA Platinum Partner, EC-Council Accredited Training Center, Adobe Authorized Training Center, Autodesk Authorized Training Center and many others. We are proud to offer the highest quality, authorized training solutions from our many partners for our customers.

  See our comprehensive list of partner authorizations.

• Award winning, world-class Instructors

  Ginger M. - Bachelor's Degree in Accounting and a Masters of Business Administration from Rutgers University. - Over 9 years of experience as a Master Certified Trainer. Expert in MS Dynamics GP Financials, Installation, HR/Payroll, Project Accounting, Inventory and Integration Manager. - Project Manager to various MS Dynamics Great Plains implementations. Bio: Ginger holds a Bachelor's Degree in Accounting and a Masters of Business Administration from Rutgers University. Her career started as an Auditor for Deloitte & Touché and over the years she developed her passion for Microsoft Dynamics, implementing Dynamics GP and Project Cost in the Professional Services, Commercial Real Estate and Medical Facilities vertical markets. Ginger's experience with Microsoft Dynamics is unparalleled. As a Certified Master Dynamics trainer, she stays abreast of the latest Dynamics modules and shares experience with a very hands-on training technique at NetCom Learning.

  Ignacio J. - Designs and architects Microsoft IT solutions since the early 1990s. - Hands-on experience in multiple Microsoft Dynamics products including CRM, GP, SL, AX and NAV since 2004. - Taught over 250 courses at NetCom Learning. Bio: Ignacio is a Senior Solutions Architect, Civil Engineer and Certified Expert Trainer. He has been designing and architecting Microsoft IT solutions since the early 1990s, and has extensive experience developing scalable and high performance integration solutions. In 2004, Ignacio expanded into business management and accounting software as well, where he gained hands-on experience in many Microsoft Dynamics products including CRM, GP, SL, AX and NAV. Ignacio holds a library of industry-wide certifications from Microsoft and other leading IT vendors. He has taught over 250 courses at NetCom Learning and is revered by students for his wide-ranging IT expertise.

  Lynn D. - Over 25 years of experience working as Senior Financial Analyst and Senior Auditor. - Professor of Graduate Management and Business School at the University of Phoenix since 2007. - Microsoft Certifications in Financials, Trade & Logistics, Production and Human Resources Management as well as Microsoft Certified Trainer (MCT) since 2009. Bio: Lynn is a very accomplished Senior Financial Analyst and Senior Auditor with over 25 years of experience. She has been a Microsoft Certified Trainer since 2009 and a Professor of Graduate Management and Business School at University of Phoenix since 2007. In addition to several other Microsoft certifications, she is also a specialist in Microsoft Dynamics AX. Lynn has taught several Microsoft Dynamics AX courses at NetCom Learning and is described by her students as very knowledgeable, qualified, and patient with her approach. Her classes are very dynamic and energetic, just as the course per se.

  Ramesh P. Ramesh holds a Masters Degree in Computer Science with specialization in Information Security and is pursuing his Doctoral degree in IT from the University of South Australia (UniSA). He is a one of a kind trainer - he has been working in the IT field since 1995 and is an expert in C#, VB.NET, ASP.NET, Java/J2EE, PL/SQL, VB, ASP, and XML technologies. Ramesh also has extensive experience developing and implementing BizTalk and SharePoint in large corporations, as well as more than 10 years experience working with Oracle and SQL server/Sybase databases. With more than 19 certifications, Ramesh is an IT guru and trainer with worldwide experience, which includes presentations and trainings across US, Asia, and Middle East. He is a full time instructor at NetCom Learning and we couldn't be happier in having him as one of our Subject Matter Experts.

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• Actual Client Testimonials

  May 21 2012 The lecturer is quite personable and is quite helpful with making sure we understand the material we have covered. He is also quite knowledge in the subject area. This training has cleaned up a lot of areas that I have been having issues with in my work environment and I will surely be able to put a lot of it in to practice. -Candice C. Course(s) Taken Microsoft Dynamics GP 2010 - Financials and SQL Reporting - Accelerated (MCTS)

  
  

  May 21 2012 Good course. Good service. Good instructor. -Raman T. Course(s) Taken Microsoft Dynamics AX 2012 - Financials and Trade and Logistics - Accelerated

  
  

  May 21 2012 The instructor did an incredible job of presenting. -Kelly D. Course(s) Taken Microsoft Dynamics AX 2012 - Financials and Trade and Logistics - Accelerated

  
  

  May 21 2012 The class provided the background I will need to build upon upcoming responsibilities. Satisfactory on all counts. -John B. Course(s) Taken Microsoft Dynamics AX 2012 - Financials and Trade and Logistics - Accelerated

  
  

  May 21 2012 Stan is an excellent instructor. He made the course very informative and kept it interesting. Sebastian S. Course(s) Taken Microsoft Dynamics GP 2010 - Installation and Configuration - Accelerated (MCTS)

  
  

  May 21 2012 Classes were awesome! Our teacher, Mr. Smith, was entertaining and kept us motivated. -Lily L. Course(s) Taken Microsoft Dynamics GP 2010 - Financials and SQL Reporting - Accelerated (MCTS)

  
  

  May 07 2012 It was a good experience. It will help me in my new position loading the CRM practices. -Adolfo R. Course(s) Taken Microsoft Dynamics CRM 2011 - Accelerated

  
  

  Mar 12 2012 Ramesh our instructor was amazing. He has been the second amazing instructor through you guys!!! Nice, Knowledgeable and fun. -Kyle P. Course(s) Taken Microsoft Dynamics CRM 2011 - Accelerated

  
  
• Awards won by NetCom
  NetCom Learning is an award winning, customer focused company. We are simply Passionate About Learning!

  See our list of awards.

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  This training is also available as a boot camp. NetCom is world famous for delivering specialized boot camp training to our clients.

  For answers to questions regarding our boot camp training delivery format, please refer to our Boot Camp FAQ section.

Enrollment Options for the 8913: Microsoft Dynamics CRM 4.0 Applications course

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