CRM Functional



Topic 1: Introduction

Customer Scenarios
Customer Service Entities and Record Types

Topic 2: Cases

Creating Case Records
Understanding the Process Ribbon and Menu Options
Case Resolution, Canceling and Deleting
Assigning Case Records
Other Actions on Cases From Forms and Views
Working with the Subject Tree
Working with the Case List and Views

Topic 3: Knowledge Base

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

Topic 4: Queue Management

Queue Management

Topic 5: Contracts

Contracts and Contract Templates
Creating and Working with Contracts
Using Contracts with Cases

Topic 6: Analysis, Reports and Goals

Customer Service Reports
Customer Service Charts and Dashboards
Customer Service Goals and Metrics

Topic 7: Service Scheduling

Service Scheduling Scenarios
Service Scheduling Terminology
Service Scheduling Process
Resources, Services and Selection Rules
Include Customer Preferences
Understand Sites and Same-Site Requirements
Manage Business Closures
Explain the Service Activity Scheduling Engine
Working with Service Activities and the Service Calendar
Close, Cancel, or Reschedule a Service Activity


Topic 1: Introduction to Sales Management

Customer Scenarios
Basic Record Types

Topic 2: Lead Management

Lead to Opportunity Process Form and Process Ribbon
Convert Activity Records to Leads
Qualifying and Disqualifying Leads
Create, Maintain, and Use Sales Literature
Create, Maintain, and Use Competitors

Topic 3: Working with Opportunity Records

Create Opportunities and Work with Opportunity Form
Changing Opportunity Status

Topic 4: Working with the Product Catalog

The Microsoft Dynamics CRM Product Catalog
Unit Groups
Adding and Maintaining Products
Creating, Maintaining and Using Price Lists
Currency Management
Creating a Price List

Topic 5: Sales Order Processing

Adding Line Items (Opportunity Products) to Opportunities
Quote Management
Working with Orders
Working with Invoices

Topic 6: Metrics and Goals

Configuring Goal Metrics
Configuring Fiscal Periods
Creating and Assigning Goal Records
Creating and Recalculating Parent and Child Goal Records
Creating a Rollup Query

Topic 7: Sales Analysis

Running Built-in Reports
Exporting Sales Information to Excel
Working with Charts and Dashboards
Working with System Charts from the Opportunity List
Working with Dashboards
Create a New Dashboard in the Workplace
Sharing DASHBOARDS, Charts and Advanced Find Queries