Training With Multisoft Systems Service Scheduling in Microsoft Dynamics CRM 2011

Exam MB2-868, Course 80293A :

About this Course :

This course discusses the scheduling process, scheduling engine, and scheduling service activities in detail since they are key entry points in the scheduling process. It also discusses how to use service scheduling in situations that have complex scheduling requirements.

Audience Profile :

This course is designed for new partners and customers of Microsoft Dynamics CRM that want to learn about the available service scheduling features in the Microsoft Dynamics CRM product.

After completing this course, students will be able to:

·         Identify key service scheduling concepts

·         Compare service scheduling business scenarios

·         Understand the service scheduling process flow

·         Set up work schedules for users, facilities or equipment

·         Close, cancel or reschedule a service activity

·         Learn how service activity records synchronize with Microsoft Office Outlook

·         Incorporate customer preferences when scheduling service activities

Prerequisites:

Before attending this course, students must have:

·         General working knowledge of customer relationship management

·         General understanding of business processes

·         General working knowledge of Microsoft Windows.

Detailed Curriculum :

Module 1: Introduction :

This module discusses the scheduling process, scheduling engine, and scheduling service activities in detail since they are key entry points in the scheduling process.

Lessons :

·         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

·         Lab: Create a Service Activity with a Selection Rule

Module 2: Advanced Topics :

This module presents how to use service scheduling in situations that have complex scheduling requirements.

Lessons :

·         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

·         Lab: Schedule a Service with a Same-Site Requirement

Exam MB2-868, Course 80290A :

Marketing Automation in Microsoft Dynamics CRM 2011:

About this Course :

This course introduces you on how to use Microsoft Dynamics CRM to extend the effectiveness of your marketing department and provides context of how to use things such as marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM. It also discusses the role of campaign activities and marketing lists in campaigns and discusses how to associate sales literature, target products and price lists with marketing campaigns.

Audience Profile:

This course is designed for new partners and customers of Microsoft Dynamics CRM that want to learn about the available marketing features in the Microsoft Dynamics CRM product.

Prerequisites:

·         General working knowledge of customer relationship management

·         General understanding of business processes

·         General working knowledge of Microsoft Windows.

After completing this course, students will be able to:

·         Examine the benefits of closed loop marketing

·         Create and use marketing lists

·         Introduce quick campaigns and marketing campaigns

·         Plan marketing campaigns and create and use templates & import leads

·         Associate sales literature, target products and price lists with marketing campaigns

·         Capture and manage campaign responses

·         Create and manage sales goals for individuals and teams within your organization

·         Use Personal Charts, System Charts, and Dashboards to analyze marketing info.

Detailed Curriculum :

Module 1: Introduction :

This module introduces you on how to use Microsoft Dynamics CRM to extend the effectiveness of your marketing department and provides context of how to use things such as marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM.

Lessons :

·         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

·         Lab: Quick Campaigns

·         Lab: Create a Marketing Campaign

Module 2: Implementing and Managing Marketing Campaigns:

This module discusses the role of campaign activities and marketing lists in campaigns. It also discusses how to associate sales literature, target products and price lists with marketing campaigns.

Lessons :

·         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

·         Lab: Create a Campaign Response

Module 3: Analysis, Reporting and Goals :

This module discusses the built-in marketing reports that can be used to review campaign performance and compare campaigns. It also explains how to create and manage sales goals within the organization.

Lessons:

·         Analyzing Marketing Information with Lists, Views and Charts

·         Working with Reports

·         Creating and Managing Marketing Goals

·         Creating Charts

·         Customizing and Working with Dashboards

·         Lab: Create a Personal Chart for Appointments

·         Lab: Goal Management