Emporis Academy Private Limited. Course Syllabus. Microsoft Dynamics CRM 4.0 Applications (Elements of this syllabus are subject to change.

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1 Emporis Academy Private Limited Course Syllabus Microsoft Dynamics CRM 4.0 Applications (Elements of this syllabus are subject to change.) Key Data: Course number: 8913B Instructor-Led Training (lecture and labs) Student Materials: Microsoft Official Curriculum (MOC) This course provides you with the knowledge and skills to implement and start using Applications in Microsoft Dynamics CRM 4.0. Chapter 1: to Microsoft Dynamics CRM This module explains the base relation between client and server, how to personalize the CRM and other accessing options. Modules Microsoft Dynamics CRM Server and Client Options Balancing Usability and Reporting Microsoft Dynamics CRM User Interface Multi-Language Support in Microsoft Dynamics CRM Multi- Currency Support in Microsoft Dynamics CRM Personalizing the CRM Experience Setting Personal Options Accessing Microsoft Dynamics CRM Chapter 2: Microsoft Dynamics CRM Basics This module explains how to create organization, how to create customer records, relating the owner and assigning the relation, finding the duplication between records.

2 Viewing Customers through Microsoft Dynamics CRM Microsoft Dynamics CRM in Your Organization Implementing Processes to Support Microsoft Dynamics CRM Customer Records Relationships between Customer Records Record Ownership and Assignment Using Activities to Track Customer Interactions Using Workflows Finding and Maintaining Data Using Duplicate Detection Subject Tree Chapter 3: Microsoft Dynamics CRM for Microsoft Office Outlook This module explains how merge CRM with outlook, how to record, and doing mail merge between CRM. Benefits of Using Microsoft Dynamics CRM for Microsoft Office Outlook Integration between Microsoft Dynamics CRM and Outlook Record Management in Microsoft Dynamics CRM for Outlook Management in Microsoft Dynamics CRM for Outlook Creating Mail Merge Documents Differences between the Microsoft Dynamics CRM for Outlook Clients Using Microsoft Dynamics CRM for Outlook with Offline Access Chapter 4: to Sales Management This module explains ways in which a company can track competitors, create leads process the created leads, converting them in to opportunities and closing those opportunities.

3 Tracking Competitors Managing Sales Literature to Leads Creating and Importing Leads Tracking and Converting Leads Disqualifying and Reactivating Leads Reporting on Leads to Opportunities Creating Opportunities Working with Opportunities Closing Opportunities Using the Sales Pipeline Report Chapter 5: Sale order Processing This module explains how a company can create products add price list to those products and create quotes, revise those quotes and get sales productivity reports. Product Catalog Unit Groups Adding Products Creating Price Lists Creating Discount Lists Creating and Revising Quotes Creating and Tracking Orders Creating and Closing Invoices Evaluating Sales Data Measuring Performance with Sales Productivity Reports Using Export to Excel Using the Report Wizard Chapter 6: to marketing management This module explains how to manage marketing campaigns, create quick campaigns, comparing and demonstrating a normal campaign.

4 Benefits of Closed Loop Marketing Marketing Campaigns and Quick Campaigns Quick Campaigns Marketing Campaigns Creating a Marketing Campaign Creating and Using Marketing Lists Demonstration: Planning a Marketing Campaign Campaign Creating and Using Campaign Templates Managing Campaign Responses Analyzing Campaigns Chapter 7: Implementing Marketing Campaign This module explains how to distributes activities to the campaign and how to work with the responses we received from the campaign Distribute Campaign Activities Monitoring Marketing Campaigns Capturing and Viewing Campaign Responses Working with Campaign Responses Analyzing Marketing Information Chapter 8: to Service Management This module provides a brief introduction to service management which compromises of subject trees, contracts, contract templates and renewing those contracts. Getting Started with Service Management Subject Trees Service Management Process Flow Contracts Creating Contract Templates Creating a Contract and Contract Lines

5 Modifying Contracts and Contract Lines Renewing Contracts Working with Contracts Chapter 9: Managing Service Cases This module provides information on cases, assigning the cases and reassigning the cases to some other persons, resolving the cases, sharing the case and reactivating the case. Understanding Case Management Viewing Cases Creating Cases Assigning and Reassigning Cases Accepting Cases Maintaining Cases Resolving Cases Sharing Cases Reactivating Cases Canceling and Deleting Cases Using Case Management Reports Chapter 10: Microsoft Dynamics CRM Knowledge Base This module provides information on knowledge base concepts, such as article templates and also creating and submitting article templates, finding information in the knowledge base, queues, setting up public queues and deleting activities from those ques Knowledge Base Concepts Working with Article Templates Creating and Submitting Articles Approving, Publishing, and Rejecting Articles Finding Information in the Knowledge Base Queues Setting Up Public Queues Deleting Queues Working with Queues

6 Chapter 11: to Service Scheduling This module provides information on service scheduling scenarios, on scheduling activities closing and cancelling those service activities and viewing service activity appointments. Service Scheduling Overview Service Scheduling Scenarios Service Scheduling Process Navigating and Booking Service Activities Scheduling Service Activities Closing, Cancelling, or Rescheduling a Service Activity View Service Activities and Appointments Chapter 12: Service Scheduling Administration This module provides information on scheduling the users, allocating resource to those users, creating and managing sites and managing those business closures. Scheduling Users and Other Resources for Services User Work Schedules Creating Resource Groups to Schedule Together Managing How Resources are Allocated for Service Activities Creating and Managing Sites Managing Business Closures

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