Microsoft Dynamics 365 CRM - Functional Training

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Syllabus

Create a Customer Organizational Structure

Manage Customer Records

  • Create and maintain a current customer base organizational structure
  • Identify potential sales opportunities by utilizing core records such as accounts, contacts and customers

Manage Sales Process

  • Create and maintain sales transactional records, track the sales progression
  • Manage the sales process from lead generation through quote, order, and invoice creation

Manage Customer Communication

  • Create and manage social engagement sources, identify opportunities and generate leads

Manage Sales Literature and Competitors

  • Create and maintain a sales literature repository, create an organized methodology for identifying and tracking competitors

Manage Leads

  • Identify leads and track them throughout the conversion process, reactivate or delete disqualified leads

Identify and Manage Opportunities

  • Identify opportunities to track throughout the sales workflow, create opportunities with a defined status
  • Create records within the opportunity form, assign opportunities to designated sales staff

Utilize Opportunity Functionality

  • Close and document opportunities as won or lost, use quick create to add new information
  • Connect opportunities to other record types, apply connections to a data structure

Manage Opportunity Relationships

  • Analyze lost sales opportunities through resolution activities, utilize multiple opportunity views

Identify and Manage Opportunities

  • Identify opportunities to track throughout the sales workflow, create opportunities with a defined status
  • Create records within the opportunity form, assign opportunities to designated sales staff

Integrate Email with Dynamics 365 CRM Sales

  • Track interactions with a specific email, manage sales relationships through statistical analysis of email activity,untracked emails and performance activities
  • Manage sales relationships with email engagement, use engagement analytics and auto-capture

Manage Sales by using Sales Analysis Tools

  • Improve sales tracking by using advanced find, editable grids and built-in reports
  • Export data to excel in both static and dynamic processes, export excel templates

Manage the Business Process Flow

  • Manage the tasks required of each state in the Business Process Flow
  • Create territories and assign them to managers and sales staff, configure currency and exchange rates

Manage Products by using the Product Catalog

  • Manage prices lists, discount lists and unit groups
  • Create, maintain and clone products, manage the product lifecycle

Manage Price Structures

  • Create price lists, create discount list models, assign currencies to products

 Manage Product Relationships

  • Identify product relationships, differentiate product relationships by family units
  • Customize properties for all products, identify and bundle related products

 Manage Sales Transactional Records

  • Create price and revenue structures with inclusion of line items, currency rates, exchange rates, and write-in products
  • Manage the quote lifecycle, create and manage quotes, orders, and invoices

Manage Goals

  • Create manageable and measurable goals, delineate goals by fiscal periods. specify definitions and goal metric records
  • Analyze individual and organizational progress by creating goal hierarchies, use rollup queries

Manage Visual Tools with Sales Analysis

  • Create documents and templates, integrate charts and dashboards

Operate Dynamics 365 CRM Sales Functions

  • Identify and define the functional areas of Sales, model relationships and records
  • Access Dynamics 365 CRM Sales through various client access methods, utilize the help center

Perform Data Management

  • Create customers and contacts within 365 CRM sales
  • Enforce customer relationship by using activity types
  • Use views and global searches

Perform Lifecycle Management

  • Utilize leads, convert leads into customers in the lead life cycle, perform opportunity management, manage cases

Working with Marketing Lists

  • Marketing lists, static and dynamic marketing lists, adding contacts, accounts and leads to marketing lists

Working with Campaigns and Quick Campaigns

  • Elements of a Campaign, planning and executing your campaign, quick campaigns vs. campaigns, working with campaigns

Create and Manage Cases

  • Manage case lists and views, search for case records, create a new case record, convert activities to cases
  • Perform case resolution processes, implement case routing rules, set up and configure case creation and update rules
  • Implement parent/child cases, merge cases

Create and Manage the Knowledge Base

  • Search for articles, associate an article with a case, use knowledge base articles to help resolve cases
  • Create, manage, and maintain knowledge base article templates
  • Create, modify, and publish knowledge base articles
  • Format articles, attach knowledge base articles to email messages

 Perform Service Management Analysis

  • Create service dashboards, design and create system charts, identify goal management components
  • Define goals, implement and configure Advanced Find, create editable grids
  • Identify service report types, design reports, export content to Microsoft Excel