Course code: MOC 8913« Back

Microsoft Dynamics CRM 4.0 Applications

This Microsoft Dynamics CRM training class provides students with the necessary tools to use Microsoft Dynamics CRM 4.0. The class focuses on the user interface and application functionality, specifically: Sales, Marketing Automation, Service, and Service Scheduling.

Microsoft Certified Technology Specialist (MCTS) Microsoft Certified IT Professional (MCITP) This course has been removed from our portfolio
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AffiliateDurationCatalogue priceHandbook priceITB
Praha3 21 750 CZK included in course price 30
Brno3 21 750 CZK included in course price 30
Bratislava3 600,00 EUR 90,00 EUR 30

User intensity level

Who is the course for

This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM in their organization. The course is intended for service schedulers, administrators, office managers, CEOs, and consultants who want to gain foundational knowledge of the application functionality.

What we teach you

After completing this course, students will be able to:
• Use the Microsoft Dynamics CRM user interface and application terminology
• Develop basic and advanced navigation and record maintenance
• Access the Microsoft Dynamics for Outlook functionality, including synchronization
• Perform planning and budgeting tasks related to marketing campaigns
• Create and manage customer lists
• Create marketing campaigns
• Manage campaigns and track campaign responses
• Create and maintain account, contact, and activity record management
• Schedule, administer, and define services
• Use the advanced find functionality to evaluate customer data
• Access and maintain contracts, cases, the knowledge base, and queues.
• Create and manage accounts, contacts, leads, opportunities, and activities.
• Use the sales functionality, including lead, opportunity, quotes, orders, invoices, and the product catalog.

Required skills

Before attending this course, students must have:
•General knowledge of Microsoft Windows
•An understanding of Customer Relationship Management solution processes and practices

Teaching methods

Professional explanation with practical samples and examples.

Teaching materials

Microsoft original guide book for this course.

Course outline

Introduction to Microsoft Dynamics CRM

  • Gaining a competitive advantage through CRM
  • Understanding customer relationships in Microsoft Dynamics CRM
  • Managing processes with Microsoft Dynamics CRM

Understanding Microsoft Dynamics CRM Software

  • Understanding the Microsoft Dynamics CRM Server and Client Options
  • Accessing Microsoft Dynamics CRM
  • Understanding the Microsoft Dynamics CRM User Interface
  • Getting Help
  • Personalizing the CRM Experience

Using Microsoft Dynamics CRM in a Global Market

  • Understanding Multi-Language Support in Microsoft Dynamics CRM
  • Understand Multi-Currency Support in Microsoft Dynamics CRM
  • Setting Personal Options

The Customer Centered View

  • View the customer through Microsoft Dynamics CRM
  • Microsoft Dynamics CRM in your organization
  • Implementing processes to support Microsoft Dynamics CRM
  • Understanding customer records
  • Relationships between customer records
  • Understanding record ownership and assignment
  • Using Activities to track customer interactions
  • Using workflows
  • Finding and maintaining your data
  • Using duplicate detection
  • Understanding the subject tree

Using Microsoft Dynamics CRM for Outlook

  • Understanding Microsoft Dynamics CRM for Outlook
  • Understanding integration between Microsoft Dynamics CRM and Outlook
  • Understanding records in Microsoft Dynamics CRM for Outlook
  • E-mail management in Microsoft Dynamics CRM for Outlook
  • Creating mail merge documents
  • Understanding differences between Outlook clients
  • Synchronizing Microsoft Dynamics CRM data

Introduction to Sales

  • Introducing Sales Management
  • Managing Leads
  • Managing Opportunities
  • Processing Sales Orders
  • Managing Products and Pricing
  • Keeping Track of Competitors
  • Managing Sales Literature

Opportunity Management

  • Understanding Opportunities
  • Sales processes and sales pipeline report
  • Creating opportunities
  • Working with opportunities
  • Closing opportunities

Managing Leads

  • Using Leads in Microsoft Dynamics CRM
  • Creating and Importing Leads
  • Tracking and Converting Leads
  • Disqualifying and Reactivating Leads
  • Reporting on Leads

Using the Product Catalog

  • Understanding the Product Catalog
  • Creating Price Lists
  • Creating and Editing Discount Lists

Sales Order Processing

  • Understanding sales order processing
  • Creating and revising quotes
  • Creating and tracking orders
  • Creating and closing invoices

Sales Reporting

  • Evaluating Sales Data
  • Measuring performance with sales productivity reports
  • Using export to Excel
  • Using the Report Wizard

Understanding Marketing Campaigns

  • Benefits of Closed Loop Marketing
  • Marketing campaigns versus quick campaigns
  • Using quick campaigns
  • Understanding marketing campaigns
  • Managing campaign responses
  • Analyzing campaigns

Planning and Creating Marketing Campaigns

  • Creating quick campaigns
  • Creating a marketing campaign
  • Creating and using marketing lists
  • Creating and using campaign templates

Managing Marketing Campaigns

  • Distributing campaign activities
  • Monitoring marketing campaigns
  • Capturing and viewing campaign responses
  • Working with campaign responses
  • Analyzing marketing information

Understanding Service Management

  • Getting Started with Service Management
  • Subject Trees
  • Service Management Process Flow
  • Contracts
  • Creating Contract Templates
  • Creating a Contract and Contract Lines
  • Modifying Contracts and Contract Lines
  • Renewing Contracts
  • Working with Contracts

Managing Service Cases

  • Understanding Case Management
  • Viewing Cases
  • Creating Cases
  • Assigning and Reassigning Cases
  • Accepting Cases
  • Maintaining Cases
  • Resolving Cases
  • Sharing Cases
  • Reactivating Cases
  • Canceling and Deleting Cases
  • Case Management Reports

Microsoft Dynamics CRM Knowledge Base

  • Knowledge Base Concepts
  • Working with Article Templates
  • Creating and Submitting Articles
  • Approving, Publishing, and Rejecting an Article
  • Finding Information in the Knowledge Base
  • Queues
  • Setting Up Public Queues
  • Deleting Queues
  • Working with Queues

Introduction to Service Scheduling

  • Service Scheduling Overview
  • Service Scheduling Scenarios
  • Service Scheduling Process
  • Navigating and Booking Service Activities in the Service Calendar
  • Scheduling Service Activities
  • Close, Cancel, or Reschedule a Service Activity
  • View Service Activities and Appointments

Service Scheduling Administration

  • Scheduling Appointments
  • Scheduling Users and Other Resources
  • User Work Schedules
  • Creating a Group of Resources to Schedule Together
  • Manage How Resources are allocated for Service Activities
  • Creating and Managing Sites
  • Managing Business Closures

Previous courses

no preceding courses

Next courses

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Elektronická příručka MOC 8913

Price:
2250 CZK
Elektronická příručka MOC 8913

Price:
90 EUR
The prices are without VAT.