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Microsoft Dynamics CRM 2011 User Training
Course Number:(MOC-80290-1-2-3)
Course Length:3 Day
Course Price:$1,595
Or Register by Phone 1-888-600-ALTO (2586)

 Upcoming Classes

TBA

 Course Description

This 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.

 Course Outline

Sales Management in Microsoft Dynamics CRM 2011

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.

Audience Profile

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

At Course Completion

After completing this course, students will be able to:

  • Gain a conceptual understanding of the Microsoft Dynamics CRM sales process
  • Understand the role of the core record types used in Sales Management
  • 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 allow you 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

Lab : Qualify and Convert Leads

Lab : Running a Dialog Process

After completing this module, students will be able to:

  • Gain a conceptual understanding of the Microsoft Dynamics CRM sales process.
  • Understand the role of the core record types used in Microsoft Dynamics CRM Sales Management.
  • Identify when and how to use the Competitors and Sales Literature record types.
  • Identify when to use leads to qualify or disqualify opportunities.
  • Create, work with and close opportunities.
  • Reopen opportunities.
  • Use process dialogs to automate lead and opportunity management.

Module 2: Working with the Product Catalog

This module describes the role of the product catalog in Microsoft Dynamics CRM and the benefits of using it. It shows the tasks that are required to configure a product catalog, including setting up and maintaining unit groups, products, and price lists. It also describes and demonstrates the important role of the product 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

Lab : Create a Special Offer Price List

Lab : Use a Special Offer Price List for an Opportunity

After completing this module, students will be able to:

  • Identify the features and benefits of the product catalog.
  • Create and maintain unit groups for the product catalog.
  • Add products to the product catalog, and describe the use of kit products and substitute products.
  • Create price lists and configure for different customers, marketing campaigns and special offers.
  • Set up different price lists for different types of customers and marketing campaigns.

Module 3: Sales Order Processing

This module discusses the tools used to capture important sales information and uncover new business opportunities. Although, quotes, orders, and invoices are an important part of the sales processes and provide a complete view of the customer, implementing a sales process allows users to initiate, track, and close sales consistently and efficiently.

Lessons

  • The Microsoft Dynamics CRM Sales Order Process
  • Opportunities, Quotes, and the Sales Process
  • Working with Orders
  • Working with Invoices

Lab : Create Multiple Quotes from an Opportunity

Lab : Convert a Quote to an Order

After completing this module, students will be able to:

  • Identify what constitutes a complete sales transaction.
  • Understand how opportunities and quotes are related to each other, and how they can be used together in the sales process.
  • Create a new order, create an order from a quote, and track order fulfillment.
  • Create an invoice from an order and close or cancel an invoice.

Module 4: Analysis, Reporting and Goals

This course discusses a number of tools you can use to analyze and report on sales-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

Lab : Create a Sales Goal for Opportunities

After completing this module, students will be able to:

  • Use Lists, Views, and Charts to obtain important sales information.
  • Use sales reports to review potential opportunities, forecast revenue, and analyze sales productivity.
  • Create custom reports with the Report Wizard.
  • Export the results of an Advanced Find or view a Microsoft Excel spreadsheet using the Export to Excel feature.
  • Create and manage sales goals for individuals, teams, and your organization.
  • Create and share personal charts and system charts.
  • Work with and create 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 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.

Audience Profile

This course is designed for new partners and customers of Microsoft Dynamics CRM that want to learn about the available marketing features in the Microsoft Dynamics 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 with marketing campaigns
  • Capture and manage campaign responses
  • Create and manage sales goals for individuals and teams within your organization
  • Use Personal Charts, System Charts, and Dashboards to analyze marketing information

Course Outline

Module 1: Introduction

This module 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.

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

Lab : Quick Campaigns

Lab : Create a Marketing Campaign

After completing this module, students will be able to:

  • Identify the benefits of closed loop marketing.
  • Create and use marketing lists. 
  • Identify when to use a quick campaign or a marketing campaign.
  • Examine the purpose of quick campaigns and the key steps to create one.
  • Review the purpose and elements of marketing campaigns.
  • Planning marketing campaigns.
  • Create and use campaign templates.
  • Import Leads from Microsoft Office Excel files.

Module 2: Implementing and Managing Marketing Campaigns

This module discusses the role of campaign activities and marketing lists in campaigns. It also discusses how to associate sales literature, target products and 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

Lab : Create a Campaign Response

After completing this module, students will be able to:

  • Understand the role of campaign activities and marketing lists in campaigns.
  • Create and use Email Templates for use in marketing campaigns.
  • Associate sales literature, target products and price lists with marketing campaigns.
  • Distribute campaign activities.
  • Capture and manage campaign responses.

Module 3: Analysis, Reporting and Goals

This module discusses the built-in marketing reports that can be used to review campaign performance and compare campaigns. It also explains how to create and manage 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

Lab : Create a Personal Chart for Appointments

Lab : Goal Management

After completing this module, students will be able to:

  • Use Lists, Views and Charts to gain insight into important sales information.
  • Use the built-in marketing reports to review campaign performance and compare campaigns.
  • Create custom reports with the Report Wizard.
  • Create and manage sales goals for individuals, teams, and the organization.
  • Analyze marketing information with Personal Charts and System Charts.
  • Use Dashboards to analyze marketing information

Course 80292A: Service Management in Microsoft Dynamics CRM 2011

About this Course

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.

Audience Profile

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

At Course Completion

After completing this course, students will be able to:

  • Use some of the most common service management applications of Queues 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 Base article templates.
  • Search articles from within a case record and utilize articles to resolve 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 provide insight into important service management information.

Course Outline

Module 1: Introduction

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.

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

Lab : Assigning Cases and Default Queues

After completing this module, students will be able to:

  • Understand the fundamental record types used in Microsoft Dynamics CRM for Service Management.
  • Identify how the service management process flows helps organizations manage and resolve cases and provide efficient customer service.
  • Understand Queues and Contracts.
  • Work 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 used together in service management functions.

Lessons

  • Creating Case Records
  • Working with Cases
  • Contracts and Contract Templates
  • Creating and Working with Contracts
  • Using Contracts with Cases

Lab : Resolving a Case with a Contract

After completing this module, students will be able to:

  • Identify the steps required to create a new case.
  • Understand the impact of activities and procedures for using the knowledge base.
  • Understand the components of contracts.
  • Create and manage contract templates.
  • Create and manage contracts.
  • Understand the role of contract lines and add contract lines to a contract.
  • Associate contracts with cases.
  • Understand the case resolution process when contracts are used.

Module 3: Using the Knowledge Base

This module explains how to use the knowledge base and discusses how organizations 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

Lab : Managing Knowledge Base Articles

After completing this module, students will be able to:

  • Create, activate, deactivate and delete Knowledge Base article templates.
  • Examine the complete process of creating, editing and publishing Knowledge Base articles.
  • Search for Knowledge Base articles through the Workplace, Service and Advanced Find.
  • Search articles from within a case record.
  • Utilize articles to assist in resolving cases.

Module 4: Working with Teams and Queues

This course discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.

Lessons

  • Introduction to Teams
  • Introduction to Queues
  • Creating and Managing Queues
  • Working with Queues and Queue Items
  • Using Workflows with Queues

Lab : Routing Cases to Queues

After completing this module, students will be able to:

  • Create, manage, and work with Teams.
  • Identify uses of queues for sales and customer service.
  • Define steps involved in creating and managing queues.
  • Work with queue items.
  • Identify how queues and workflows can be used together to increase efficiency.

Module 5: Analysis, Reporting and Goals

This module discusses the many methods available for analyzing and reporting on service management information in Microsoft Dynamics CRM.

Lessons

  • Service Management Reports
  • Service Management Charts and Dashboards
  • Goal Management for Service

Lab : Goal and Goal Metrics

After completing this module, students will be able to:

  • Work with pre-configured service management reports.
  • Build personal and system charts and dashboards to provide insight into important service management information.
  • Use the Goal Management features to create and manage goals for service management.

Course 80293A: Service Scheduling in Microsoft Dynamics CRM 2011

About this Course

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.

Audience Profile

This course is designed for new partners and customers of Microsoft Dynamics CRM that want to learn about the available service scheduling features in the Microsoft 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 Microsoft Office Outlook
  • Incorporate customer preferences when scheduling service activities

Course Outline

Module 1: Introduction

This module discusses the scheduling process, scheduling engine, and scheduling service activities in detail since they are key entry points in the scheduling process.

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

Lab : Create a Service Activity with a Selection Rule

After completing this module, students will be able to:

  • Discuss key service scheduling concepts.
  • Compare service scheduling business scenarios.
  • Understand the service scheduling process flow.
  • Set up a Work Schedule for a User, Facility or Equipment.
  • Create service activities and navigate and book service activities in the Service Calendar.
  • Close, cancel or reschedule service activities
  • Analyze service activity information using charts.

Module 2: Advanced Topics

This module presents how to use service scheduling in situations that have complex 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

Lab : Schedule a Service with a Same-Site Requirement

After completing this module, students will be able to:

  • Identify the role and importance of the Service Activity Scheduling Engine.
  • Explain how service activity records synchronize with Microsoft Office Outlook in Microsoft Dynamics CRM.
  • Create and modify Selection Rules for the resources required to perform a service activity.
  • Incorporate customer preferences when scheduling service activities.
  • Configure resources and build selection rules to perform capacity scheduling.
  • Describe the importance of sites, how to associate resources with a site, and how to impose same-site restrictions on a resource selection rule.

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