Overzicht
Bestemd voor
Mensen die van plan zijn MS Dynamics CRM 4.0 te implementeren, onderhouden of ondersteunen. De cursus richt zich met name op serviceplanners, beheerders, officemanagers, CEO's en consultants die basiskennis willen opdoen over de functionele en technische aspecten van het product.
Benodigde kennis
Algemene kennis van customer relationship processen en uitvoeringspraktijken.Programma
Tijdens deze cursus komen de volgende onderwerpen aan bod: Introduction to MS Dynamics CRM 4.0 Server and Client Options Understanding the User Interface Multi-language Support Multi-currency Support Setting Personal Options. The Customer ... Volledig programmaKeurmerken
Inschrijven
Beschrijving
Microsoft Dynamics CRM (Customer Relation Management) integreet oplossingen tussen verkoop-, marketing- en aftersalesprocessen zodat iedereen over dezelfde actuele informatie beschikt.
Deelnemers aan deze drie-daagse cursus krijgen de kennis en vaardigheden om hun bedrijfsprocessen op het gebied van sales management, marketing automation, service management en service scheduling te verbeteren met behulp van MS Dynamics CRM 4.0.
Opmerkingen
In de cursus wordt gewerkt met Engelstalig cursusmateriaal. Er is (nog) geen examen beschikbaar.Vervolgopleiding
- Installing and Deployment in Microsoft Dynamics CRM 4.0 (M8911)
- en/of Customization and Configuration in MS Dynamics CRM 4.0 (M8912).
Programma
Tijdens deze cursus komen de volgende onderwerpen aan bod:
Introduction to MS Dynamics CRM 4.0
- Server and Client Options
- Understanding the User Interface
- Multi-language Support
- Multi-currency Support
- Setting Personal Options.
The Customer Centered View
- Customer Records, Record Ownership and Assignment
- Track Customer Interactions
- Using Workflows
- Finding and Maintaining Data.
Using MS Dynamics CRM for Outlook
- Dynamics CRM and Outlook Integration
- E-mail Management and Mail Merge
- Data Synchronization.
Sales Management
- Leads, Opportunities and Sales Orders
- Products, Price Lists and Discount Lists
- Keeping Track of Competitors
- Sales Processes, Sales Pipeline Report
- Managing Sales Literature
- Quotes, Orders and Invoices
- Sales Productivity Reports.
Marketing Automation
- Closed Loop Marketing
- Marketing Campaigns Versus Quick Campaigns
- Marketing Lists, Campaign Templates
- Analyzing Campaign Responses.
Service Management
- Subject Trees
- Service Management Process Flow
- Contracts, Contract Templates and Contract Lines
- Hold, Release Hold and Contract Renewal
- Case Management
- Case Management Reports
- Creating a Knowledge Base.
Service Scheduling
- Managing Service Queues
- Scheduling Scenarions, Process Flow
- Schedule Services and Service Activities
- Setting Service Activity Preferences
- User Work Schedules
- Grouping Resources for Scheduling
- Allocated Resources for Service Activities
- Create, Edit, or Add Members to a Site
- Set or Edit Business Closures.