Sales Management in Microsoft CRM 3.0 e-Course

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This course teaches the processes and functionality used by sales managers and sales representatives. The course begins with an introduction to the core concepts of Microsoft CRM then an overview of the sales processes. Subsequent lessons explore the sales concepts in greater detail including lead and opportunity management and processing of quotes, orders, and invoices.

After completing this course, students should understand:

• Microsoft CRM User Interface and application terminology
• Basic and advanced navigation and record maintenance
• Microsoft CRM Client for Outlook functionality and synchronization
• Account, Contact, Lead, Opportunity and Activity record management
• Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management
• Microsoft CRM Advanced Find functionality to evaluate customer data

Who should participate?
Microsoft CRM Sales Management training is recommended for individuals or anyone that plans to implement, use, maintain, consult, or support Microsoft CRM in their organization. The class is targeted toward sales representatives, administrators, office managers, CEO’s, and consultants who need to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality.

General Prerequisites
General knowledge of Microsoft® Windows® An understanding of Customer Relationship Management solution processes and practices

Pricing
Service Management in Microsoft CRM 3.0 eCourse - $299  US Dollars

Instructional Hour(s) - 8
Additional Hour(s) - 0
Possible CPE Hour(s) - 0
Subscription Length - 60 days

Agenda
Concepts
This tutorial describes the overall solution of Microsoft CRM and the benefits to an organization. There is a brief overview of each of the available modules. The lesson also discusses the concepts, tasks, navigation, and functions that are used throughout the product.

Client for Outlook
This tutorial takes a look at how the Microsoft CRM Client for Outlook works, how the functionality is similar to the web client. It provides information on how to work in the Outlook Client interface. The lesson begins by identifying the functionality available in the Outlook Client, and then discusses how to use the functionality.

Life Cycle
This chapter discusses a basic sales process starting with a lead that the user enters for an existing customer. The Sales Representative converts the lead to an opportunity and associates the lead with the existing customer. This lesson also discusses the relationship between accounts, sub-accounts, and contacts. The focus is on procedural introduction. Therefore, the sales process is completed but not discussed in great detail.

Lead Management
This lesson takes a look at a more complex sales process and discusses leads in great detail since this is a key point in the sales process. The lesson begins by importing leads then discusses the other activities related to leads.

Completing the Sale
This tutorial continues the sales process that originated with a lead and focuses on working with opportunities. There is an overview discussion of the Work Flow process. An opportunity is tracked through the rest of the sales process including creating a quote, order, and invoice.

Sales Productivity
This tutorial discusses additional features in Microsoft CRM that are used to analyze the data that is captured in the system. The Advanced Find function is used to run queries against the data to view information in various formats. The lesson also looks at marketing lists and quick campaigns.

Sales Administration
This lesson covers the administrative concepts of Microsoft CRM at a high level. These are tasks that are used during the implementation of the product and periodically for maintenance.

Student Equipment
Computers are not provided

Satisfaction Guaranteed
Based on the evaluations received from past participants, we believe Microsoft Business Solutions training will meet -- or exceed your expectations. If you feel the course you attended did not cover the topics outlined in the course description, send us a detailed written explanation within 30 days, along with suggested improvements to the class. Microsoft Business Solutions Training will consider your request and may issue a credit for additional training, or refund your registration fee. You will receive a decision within 30 days of your request.

Cancellation
To cancel registration for an e-Course, you must contact mbs-elrn@microsoft.com within 48 hours of your intended start date. If you cancel your confirmed attendance:

• Up to 48 hours prior to the start date of the course, 100% of the course fee will be refunded - your credit card will not be charged.
• Less than 48 hours prior to the start date of the e-Course, (the penalty will still be applied if you transfer to another eCourse) 25% of the course fee will be charged to your credit card