Introduction

• 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

Implementing and Managing Marketing Campaigns

• 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

Analysis, Reporting and Goals

• Analyzing Marketing Information with Lists, Views and Charts
• Working with Reports
• Creating and Managing Marketing Goals
• Creating Charts
• Customizing and Working with Dashboards

Sales Management in Microsoft Dynamics

• Introduction
• 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

Working with the Product Catalog

• The Product Catalog and the Sales Process
• Unit Groups
• Adding and Maintaining Products
• Creating, Maintaining and Using Price Lists

Sales Order Processing

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

Analysis, Reporting and Goals

• 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

Service Management in Microsoft Dynamics

• Introduction
• Getting Started with Service Management
• Cases and the Service Management Process
• Queues and Contracts in Service Management
• Working with Cases in the Case Grid

Working with Cases and Contracts

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

Using the Knowledge Base

• Article Templates
• Creating, Approving and Publishing Articles
• Using and Searching the Knowledge Base
• Cases and Knowledge Base Articles

Working with Teams and Queues

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

Analysis, Reporting and Goals

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

Service Scheduling in Microsoft Dynamics

Introduction

• 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

Advanced Topics

• 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

Microsoft Dynamics Customization and Configuration

• Business Units and Security Roles
• Business Units
• Managing Business Units
• Security Features

Configuring Users and Teams

• User Management Overview
• Adding and Maintaining User Accounts
• Team Configuration

Customizing Microsoft Dynamics CRM Overview

• Customization Methodology
• Who can Customize Microsoft Dynamics CRM?
• Types of Customizations
• Types of Customizations – Solutions

Customizing Fields

• Customization Concepts
• Field Data Types
• Field Properties
• Creating Fields
• Creating Option Sets

Customizing Entities

• Entity Concepts
• Modifying Custom Entities

Customizing Relationships and Mappings

• Types of Entity Relationships
• Creating Entity Relationships
• Entity Mapping

Customizing Forms, Views and Charts

• Basic UI Customization Capabilities
• View Customization Overview
• Charts
• Form Customization Overview
• Other Form Objects
• Creating New Forms

Configuring Field Security

• Field Security Scope
• Field Security and Other Security Methods

Configuring Auditing

• Enabling Auditing
• Viewing Audit Data
• Managing Audit Partitions

Configuring Solutions

• Solutions Review
• Exporting and Importing Unmanaged Solutions
• Exporting and Importing Managed Solutions