Introduction to MS Dynamics CRM 4.0:
- Server and Client Options
- Understanding the User Interface
- Multi-language Support
- Multi-currency Support
- Setting Personal Options.
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The Customer Centered View:
- Customer Records, Record Ownership and Assignment
- Track Customer Interactions
- Using Workflows
- Finding and Maintaining Data.
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Using MS Dynamics CRM for Outlook:
- Dynamics CRM and Outlook Integration
- E-mail Management and Mail Merge
- Data Synchronization.
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Sales Management:
- Leads, Opportunities and Sales Orders
- Products, Price Lists and Discount Lists
- Keeping Track of Competitors
- Sales Processes, Sales Pipeline Report
- Managing Sales Literature
- Quotes, Orders and Invoices
- Sales Productivity Reports.
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Marketing Automation:
- Closed Loop Marketing
- Marketing Campaigns Versus Quick Campaigns
- Marketing Lists, Campaign Templates
- Analyzing Campaign Responses.
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Service Management:
- Subject Trees
- Service Management Process Flow
- Contracts, Contract Templates and Contract Lines
- Hold, Release Hold and Contract Renewal
- Case Management
- Case Management Reports
- Creating a Knowledge Base.
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Service Scheduling:
- Managing Service Queues
- Scheduling Scenarions, Process Flow
- Schedule Services and Service Activities
- Setting Service Activity Preferences
- User Work Schedules
- Grouping Resources for Scheduling
- Allocated Resources for Service Activities
- Create, Edit, or Add Members to a Site
- Set or Edit Business Closures.
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