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Microsoft Dynamics Training Course |Applications in CRM 4.0

5 sessions available starting from $2,490.00

Subject: Microsoft Windows Server

Ages: All ages

Skill level: All difficulty levels

Course Code: 8913
Course Duration: 3 days

This three-day instructor-led (Level 200) course provides students with the necessary tools to use Microsoft Dynamics CRM 4.0. The course focuses on the user interface and application functionality, specifically: Sales, Marketing Automation, Service, and Service Scheduling.

Skills Gained

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...

see more

Course Code: 8913
Course Duration: 3 days

This three-day instructor-led (Level 200) course provides students with the necessary tools to use Microsoft Dynamics CRM 4.0. The course focuses on the user interface and application functionality, specifically: Sales, Marketing Automation, Service, and Service Scheduling.

Skills Gained

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.

Course Modules

Module 1: Introduction to Microsoft Dynamics CRM
This module explains how creating and implementing a CRM strategy provides overall value to an organization. It explains how Microsoft Dynamics CRM supports a successful strategy through a set of modules organized by functional area: sales, marketing, and service. This module also explains how Microsoft Dynamics CRM is installed and used in your environment.

Module 2: Microsoft Dynamics CRM Basics
This module explains the variety of tools to track, manage, execute, and report on customer interactions, and how a variety of tools to track, manage, execute, and report on customer interactions.

Module 3: Microsoft Dynamics CRM for Microsoft Office Outlook
This module explains the unique benefits of Microsoft Dynamics CRM for Outlook, and explains how you can use Microsoft Dynamics CRM for Outlook to manage e-mail, appointments, tasks, and contacts. Then, this module covers how to create personalized communications using Mail Merge. Finally, the module describes the differences between Microsoft Dynamics CRM for Outlook with off-line functionality verses on-line functionality and how records between Outlook and Microsoft Dynamics CRM are synchronized.

Module 4: Introduction to Sales Management
This module explains the basic sales process and how sales processes may vary between organizations. It describes and provides guidance for making decisions about which areas of Sales to use and how to use them. Also described is how you can use Microsoft Dynamics CRM to work with qualified customers to make a sale. This module goes runs a complex sale process and discusses leads in detail, and how they can be a key entry point in the sales process. The discussion begins with entering and importing leads, and then walks through the process of converting a lead to an opportunity, account and contact. It also covers converting an activity to a lead and ways to disqualify and reactivate leads.

Module 5: Sales Order Processing
This module explains the role of the product catalog in Microsoft Dynamics CRM and the tasks required to set up a product catalog. These tasks include setting up and maintaining unit groups, products, and price lists. This module explains how to process a sales order in Microsoft Dynamics CRM 4.0. It covers quotes, orders, and invoices, and describes the features in Microsoft Dynamics CRM that are used to analyze the data captured in the system. Also described is how the Export to Excel feature enables both static copies and dynamic queries of data to be viewed and evaluated in Microsoft Excel.

Module 6: Introduction to Marketing Management
This module describes the marketing functionality and key features you can use to increase marketing effectiveness. It explains the core concepts of marketing campaigns in Microsoft Dynamics CRM including: closed loop marketing, quick campaigns, marketing campaigns, and campaign responses and reporting. This module also explains the process for creating quick campaigns, marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM.

Module 7: Implementing Marketing Campaigns
This module explains the process for distributing campaign activities to launch your campaign. Discussed is managing a campaign that is underway and tracking campaign responses.

Module 8: Introduction to Service Management
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. It covers the core components of service management and explains how the subject tree provides a structured approach for grouping and managing information. It explains the lifecycle and key concepts of contracts in Microsoft Dynamics CRM, and explains how to create contract templates, and how to modify contracts and how to delete, cancel, renew, or put a contract on hold.

Module 9: Managing Service Cases
This module explains concepts of case management, the steps in the case resolution process, and the ways you can view and manage cases in Microsoft Dynamics CRM. The module also covers creating, deleting, and editing cases, and then discusses other activities related to case management, such as assigning and sharing cases and using the knowledge base to research issues and resolve cases.

Module 10: Microsoft Dynamics CRM Knowledge Base
This module explains how to use the Microsoft Dynamics CRM Knowledge Base, and discusses how organizations can browse, locate, and share information using this repository. Also discussed is how Microsoft Dynamics CRM service queues work, including how to create public queues and routing rules for queues, the process of deleting queues, viewing the list of cases and activities in queues, and how to accept and assign items from queues.

Module 11: Introduction to Service Scheduling
This module explains the basic service scheduling process and service scheduling activities in detail.

Module 12: Service Scheduling Administration
This module explains the scheduling administration, setup process, and administrative activities in detail since this is a key entry point in the scheduling process.

Who Should Attend

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.

Prerequisites

Before attending this course, students must have:

• General knowledge of Microsoft Windows
• An understanding of Customer Relationship Management solution processes and practices

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Choose from 5 available sessions:

When

Please contact us for upcoming dates and/or more information about this class.

Where

  • 5/159-175 Church St
    Parramatta, NSW 2150

Price: $2,490.00

Type

  • Class / Group Sessions

When

Please contact us for upcoming dates and/or more information about this class.

Where

  • 5/159-175 Church St
    Parramatta, NSW 2150

Price: $2,490.00

Type

  • Class / Group Sessions

When

Please contact us for upcoming dates and/or more information about this class.

Where

  • 5/159-175 Church St
    Parramatta, NSW 2150

Price: $2,490.00

Type

  • Class / Group Sessions

When

Please contact us for upcoming dates and/or more information about this class.

Where

  • 5/159-175 Church St
    Parramatta, NSW 2150

Price: $2,490.00

Type

  • Class / Group Sessions

When

Please contact us for upcoming dates and/or more information about this class.

Where

  • 5/159-175 Church St
    Parramatta, NSW 2150

Price: $2,490.00

Type

  • Class / Group Sessions



Reviews

John Weber
Good experience!
  • 5/5 stars

I took CCNA class in MIS. It was pretty good, the course was hands-on and teacher was instructional. I was also...
John Weber

see all reviews »


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