MICROSOFT CRM TRAINING AGENDAMICROSOFT CRM END USER

Course Duration: One day

Delegates: Up to 8

Objectives: This course introduces Microsoft CRM users to the sales functions. By the end of this course, delegates can expect to be able to use the Microsoft CRM sales functionality confidently.

Who Should Attend? Microsoft CRM End Users

Prerequisites: Experience of using computers and windows based software.

DMC Software Solutions, an Xperience Group businessIsis Way, Minerva Business Park, Lynch Wood, Peterborough, PE2 6QR

tel: 0800 652 2423 email: enquiries@dmcsoftware.co.uk web: www.dmcsoftware.co.uk

www.xperience-group.com Lisburn | Peterborough | Glasgow

MICROSOFT CRM END USER AGENDAHere is a brief description of what will be covered during course:

WorkplaceNAVIGATION

• Navigating the Microsoft CRM system

WORKING WITH ACCOUNTS• Creating, editing and deleting accounts

• Creating addresses

• Using sub accounts

• Creating relationships with accounts and contacts

WORKING WITH CONTACTS• Creating, editing and deleting Contacts

• Creating more addresses

• Using sub-contacts

• Creating relationships with accounts and contacts

SEARCHING THE DATABASE• Using quick find to create a lookup on accounts and contacts

• Using global search to find records

• Using recent lists to view recently viewed items

• Using the advanced find feature to create lookups on accounts and contacts

• Saving and re-using advanced queries

• Using account and contact lists

• Working with activities

• Adding, editing and rescheduling activities

• Scheduling activities for other users

• Reassigning activities

• Managing the activity list

• Managing the calendar view

• Completing an activity

• Saving a completed activity

• Attaching a file

www.xperience-group.com Lisburn | Peterborough | Glasgow

• Entering notes

• Sending an email through Microsoft CRM web

WHAT’S NEW FEATURE• Understanding the “what’s new” feature

• Automatic posts

• Creating new posts

• Following and un-following records

MICROSOFT OUTLOOK INTEGRATION• Understanding how Microsoft CRM integrates with Outlook

• Recording emails sent and received through Outlook

• Understanding calendar integration

SalesWORKING WITH LEADS

• Overview of the lead workspace

• Creating, editing and deleting leads

• Assigning and sharing leads

• Understanding the business process flow for leads

• Converting a qualified lead

• Disqualifying a lead

WORKING WITH SALES OPPORTUNITIES• Converting a lead into an account, contact and opportunity

• Creating, editing and deleting opportunities

• Adding products to an opportunity

• Creating relationships from an opportunity

• Adding competitors to an opportunity

• Using the business process flow for opportunities

• Closing a sale

QUOTES• Understanding quotes

• Creating a quote from an opportunity

• Adding existing products to a quote

www.xperience-group.com Lisburn | Peterborough | Glasgow

• Write-in products to a quote

• Adding existing contacts to a quote

• Creating a quote that is not related to an opportunity

• Printing a quote

• Activating a quote

ORDERS• Understanding orders

• Creating an order from a quote

• Adding existing products to an order

• Write-in products to an order

• Adding existing contacts to an order

• Running the order report

• Fulfil or cancel an order

• Creating an order that is not related to an opportunity

INVOICE• Understanding invoices

• Creating an invoice from an order

• Adding existing products to an invoice

• Write-in products to an invoice

• Adding existing contacts to an invoice

• Running the invoice report

• Complete or cancel an invoice

• Creating an invoice that is not related to an opportunity

SALES LITERATURE• Understanding sales literature

• Creating and modifying sales literature

Above are the topics that DMC Software Solutions Ltd during standard End User Sales Training

Courses. We aim to cover all the above topics in a one day.

Below is a list of other available topics in Microsoft CRM. If you wish to be trained on these topics

please let your Account Manager or the Trainer know prior to beginning the training, as this will

www.xperience-group.com Lisburn | Peterborough | Glasgow

have an effect on the duration of the course. We may need to restructure the course content to

provide you with the most relevant training.

MarketingMAIL MERGE (OUTSIDE THE CONTEXT OF A CAMPAIGN)

• Understanding the process of running a mail merge

• Creating email and letter templates

• Creating a letter mail merge to a list of contacts, accounts and leads

• Creating an email mail merge to a list of contacts, accounts and leads

• The difference of creating mail merges for Microsoft CRM on the web and Microsoft CRM

integrated with MS Outlook

MARKETING LISTS• Understanding marketing lists

• Adding targets to a marketing list

QUICK CAMPAIGNS• Understanding quick campaigns

• Creating quick campaigns against different lists

• How responses work from a quick campaign

CAMPAIGNSYou must be trained on mail merge, marketing lists, quick campaigns, and have training on the

basics of Microsoft CRM before covering the topic of campaigns.

• Understanding a campaign and how it works

• Creating new campaigns

• Planning your activities against a campaign

• Adding marketing lists to a campaign

• Relating campaigns

• Adding target products

• Adding sales literature

• Adding campaign activities and understanding how they work

• Performing actions against campaigns

• Creating a campaign template

www.xperience-group.com Lisburn | Peterborough | Glasgow

have an effect on the duration of the course. We may need to restructure the course content to

provide you with the most relevant training.

MarketingMAIL MERGE (OUTSIDE THE CONTEXT OF A CAMPAIGN)

• Understanding the process of running a mail merge

• Creating email and letter templates

• Creating a letter mail merge to a list of contacts, accounts and leads

• Creating an email mail merge to a list of contacts, accounts and leads

• The difference of creating mail merges for Microsoft CRM on the web and Microsoft CRM

integrated with MS Outlook

MARKETING LISTS• Understanding marketing lists

• Adding targets to a marketing list

QUICK CAMPAIGNS• Understanding quick campaigns

• Creating quick campaigns against different lists

• How responses work from a quick campaign

CAMPAIGNSYou must be trained on mail merge, marketing lists, quick campaigns, and have training on the

basics of Microsoft CRM before covering the topic of campaigns.

• Understanding a campaign and how it works

• Creating new campaigns

• Planning your activities against a campaign

• Adding marketing lists to a campaign

• Relating campaigns

• Adding target products

• Adding sales literature

• Adding campaign activities and understanding how they work

• Performing actions against campaigns

• Creating a campaign template

www.xperience-group.com Lisburn | Peterborough | Glasgow