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Dynamics
Microsoft Dynamics CRM 2011 User Training
3 Day(s)
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Course OverviewThis course is divided into several sections covering the following topics. MOC-80291A This course introduces the capabilities of Sales Management in Microsoft Dynamics CRM that allow you to track and manage the sales process from potential to close. It provides insight on using the Product Catalog and process sales information. It also introduces some of the tools used to analyze and report on sales information. MOC-80290A This course introduces you on how to use Microsoft Dynamics CRM to extend the effectiveness of your marketing department and provides context of how to use things such as marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM. It also discusses the role of campaign activities and marketing lists in campaigns and discusses how to associate sales literature, target products and price lists with marketing campaigns. MOC-80292A This course introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. You will learn how to use the knowledge base and discusses how organizations can browse, locate, and share information in the repository. It also discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM. MOC-80293 This course discusses the scheduling process, scheduling engine, and scheduling service activities in detail since they are key entry points in the scheduling process. It also discusses how to use service scheduling in situations that have complex scheduling requirements.AudienceSee Detailed Outline Below. PrerequisitesSee Detailed Outline Below.
Price: $1,835
To find out more available information
about this course, please contact us:

416-929-1599
info@acend.com
To find out more available information
about this course, please contact us:

416-929-1599
info@acend.com
To find out more available information
about this course, please contact us:

416-929-1599
info@acend.com

Microsoft Dynamics CRM 2011 UserTraining

Topics

Course 80291A:
Sales Management in Microsoft Dynamics CRM 2011

About this Course
This course introduces the capabilities of Sales Management in MicrosoftDynamics CRM that allow you to track and manage the sales process frompotential to close. It provides insight on using the Product Catalog andprocess sales information. It also introduces some of the tools used to analyzeand report on sales information.

Audience Profile
This course is designed for new partners and customers of Microsoft DynamicsCRM that want to learn about the available sales features in the MicrosoftDynamics CRM product.

At Course Completion
After completing this course, students will be able to:

· Gain a conceptual understanding of the Microsoft Dynamics CRMsales process

· Understand the role of the core record types used in SalesManagement

· Discuss when to use leads to qualify or disqualify opportunities

· Use process dialogs to automate lead and opportunity management

· Use the Product Catalog

· Create Price Lists for campaigns and special offers

· Create orders, quotes and track order fulfillment

· Use Lists, Views and Charts to obtain important sales information

· Work with and create dashboards


Course Outline

Module 1: Introduction
This module introduces the capabilities of Microsoft Dynamics CRM that allowyou to track and manage the sales process from potential to close.
Lessons

· Overview of the Sales Process in Microsoft Dynamics CRM

· Core Records in the Sales Process

· Tracking Competitors and Managing Sales Literature

· Working with Leads

· Working with Opportunities

· Sales Processes, Workflows and Dialogs

Module 2:Working with the Product Catalog
This module describes the role of the product catalog in Microsoft Dynamics CRMand the benefits of using it. It shows the tasks that are required to configurea product catalog, including setting up and maintaining unit groups, products,and price lists. It also describes and demonstrates the important role of theproduct catalog and price lists in the sales process.
Lessons

· The Product Catalog and the Sales Process

· Unit Groups

· Adding and Maintaining Products

· Creating, Maintaining and Using Price Lists

Module 3:Sales Order Processing
This module discusses the tools used to capture important sales information anduncover new business opportunities. Although, quotes, orders, and invoices arean important part of the sales processes and provide a complete view of thecustomer, implementing a sales process allows users to initiate, track, andclose sales consistently and efficiently.
Lessons

· The Microsoft Dynamics CRM Sales Order Process

· Opportunities, Quotes, and the Sales Process

· Working with Orders

· Working with Invoices

Module 4:Analysis, Reporting and Goals
This course discusses a number of tools you can use to analyze and report onsales-related information in Microsoft Dynamics CRM.
Lessons

· Analyzing Sales Information with Lists, Views and Charts

· Working with Reports

· Exporting Sales Information to Microsoft Office Excel

· Creating and Managing Sales Goals

· Creating Charts

· Dashboards

Course 80290A:
Marketing Automation in Microsoft Dynamics CRM 2011

About this Course
This course introduces you on how to use Microsoft Dynamics CRM to extend theeffectiveness of your marketing department and provides context of how to usethings such as marketing campaigns, marketing lists, and campaign templates inMicrosoft Dynamics CRM. It also discusses the role of campaign activities andmarketing lists in campaigns and discusses how to associate sales literature,target products and price lists with marketing campaigns.

Audience Profile
This course is designed for new partners and customers of Microsoft DynamicsCRM that want to learn about the available marketing features in the MicrosoftDynamics CRM product.

At Course Completion
After completing this course, students will be able to:

· Examine the benefits of closed loop marketing

· Create and use marketing lists

· Introduce quick campaigns and marketing campaigns

· Plan marketing campaigns and create and use templates

· Import leads

· Associate sales literature, target products and price lists withmarketing campaigns

· Capture and manage campaign responses

· Create and manage sales goals for individuals and teams withinyour organization

· Use Personal Charts, System Charts, and Dashboards to analyzemarketing information


Course Outline

Module 1: Introduction
This module introduces you on how to use Microsoft Dynamics CRM to extend theeffectiveness of your marketing department and provides context of how to usethings such as marketing campaigns, marketing lists, and campaign templates inMicrosoft Dynamics CRM.
Lessons

· Benefits of Closed Loop Marketing

· Creating and Using Marketing Lists

· Marketing Campaigns and Quick Campaigns

· Quick Campaigns

· Introduction to Marketing Campaigns

· Creating a Marketing Campaign

· Creating and Using Campaign Templates

· Importing Leads

Module 2:Implementing and Managing Marketing Campaigns
This module discusses the role of campaign activities and marketing lists incampaigns. It also discusses how to associate sales literature, target productsand price lists with marketing campaigns.
Lessons

· Campaigns, Campaign Activities and Marketing Lists

· Creating and Using Email Templates

· Sales Literature, Products and Price Lists

· Distributing Campaign Activities

· Capturing and Viewing Campaign Responses

· Working with Campaign Responses

Module 3:Analysis, Reporting and Goals
This module discusses the built-in marketing reports that can be used to reviewcampaign performance and compare campaigns. It also explains how to create andmanage sales goals within the organization.
Lessons

· Analyzing Marketing Information with Lists, Views and Charts

· Working with Reports

· Creating and Managing Marketing Goals

· Creating Charts

· Customizing and Working with Dashboards


Course 80292A:
Service Management in Microsoft Dynamics CRM 2011

About this Course
This course introduces Microsoft Dynamics CRM service management functionalityand explains how it helps organizations track information about cases, customercomplaints or requests, and small projects. You will learn how to use theknowledge base and discusses how organizations can browse, locate, and shareinformation in the repository. It also discusses how to create, manage and useteams and queues in Microsoft Dynamics CRM.

Audience Profile
This course is designed for new partners and customers of Microsoft DynamicsCRM that want to learn about the available service management features in theMicrosoft Dynamics CRM product.

At Course Completion
After completing this course, students will be able to:

· Use some of the most common service management applications ofQueues and Contracts.

· Work with cases in the case grid.

· Understand the steps required to create a new case.

· Create and manage contract templates.

· Create and manage contracts.

· Add contract lines to a contract.

· Associate contracts with cases.

· Create, activate and deactivate, and delete Knowledge Basearticle templates.

· Search articles from within a case record and utilize articles toresolve cases.

· Create, manage and work with Teams.

· Define steps involved in creating and managing queues.

· Work with queue items.

· Build personal and system charts and dashboards to provideinsight into important service management information.

Course Outline

Module 1:Introduction
This module introduces Microsoft Dynamics CRM service management functionalityand explains how it helps organizations track information about cases, customercomplaints or requests, and small projects.
Lessons

· Getting Started with Service Management

· Cases and the Service Management Process

· Queues and Contracts in Service Management

· Working with Cases in the Case Grid

Module 2:Working with Cases and Contracts
This module explains cases and contracts and about how they can be usedtogether in service management functions.
Lessons

· Creating Case Records

· Working with Cases

· Contracts and Contract Templates

· Creating and Working with Contracts

· Using Contracts with Cases

Module 3:Using the Knowledge Base
This module explains how to use the knowledge base and discusses howorganizations can browse, locate, and share information in the repository.
Lessons

· Article Templates

· Creating, Approving and Publishing Articles

· Using and Searching the Knowledge Base

· Cases and Knowledge Base Articles

Module 4:Working with Teams and Queues
This course discusses how to create, manage and use teams and queues inMicrosoft Dynamics CRM.
Lessons

· Introduction to Teams

· Introduction to Queues

· Creating and Managing Queues

· Working with Queues and Queue Items

· Using Workflows with Queues

Module 5:Analysis, Reporting and Goals
This module discusses the many methods available for analyzing and reporting onservice management information in Microsoft Dynamics CRM.
Lessons

· Service Management Reports

· Service Management Charts and Dashboards

· Goal Management for Service



Course 80293A:
Service Scheduling in Microsoft Dynamics CRM 2011

About this Course
This course discusses the scheduling process, scheduling engine, and schedulingservice activities in detail since they are key entry points in the schedulingprocess. It also discusses how to use service scheduling in situations thathave complex scheduling requirements.

Audience Profile
This course is designed for new partners and customers of Microsoft DynamicsCRM that want to learn about the available service scheduling features in theMicrosoft Dynamics CRM product.
At Course Completion
After completing this course, students will be able to:

· Identify key service scheduling concepts

· Compare service scheduling business scenarios

· Understand the service scheduling process flow

· Set up work schedules for users, facilities or equipment

· Close, cancel or reschedule a service activity

· Learn how service activity records synchronize with MicrosoftOffice Outlook

· Incorporate customer preferences when scheduling serviceactivities


Course Outline

Module 1: Introduction
This module discusses the scheduling process, scheduling engine, and schedulingservice activities in detail since they are key entry points in the schedulingprocess.
Lessons

· Service Scheduling Overview

· Service Scheduling Scenarios

· Service Scheduling Process

· Working with Service Activities and the Service Calendar

· Closing, Canceling, or Rescheduling a Service Activity

· Using Charts and Reports to Analyze Service Activities

Module 2:Advanced Topics
This module presents how to use service scheduling in situations that havecomplex scheduling requirements.
Lessons

· Understanding the Service Activity Scheduling Engine

· Resources, Services and Selection Rules

· Incorporating Customer Preferences

· Resource and Service Capacity Requirements

· Understanding Sites and Same-Site Requirements

SITE MAP