Uživatelská náročnost
Co vás naučíme
Absolveni kurzu budou umět uživatelsky ovládat MS
Dynamics CRM. Vyznají se v prostředí, vyjasní si business procesy v CRM a jakým
způsobem k nim přistupovat. Naučí se vést obchodní příležitosti a marketingové
kampaně, upřesní si vedení obchodního procesu. Probereme servisní požadavky i
plánování servisních aktivit. Ukážeme si analytické možnosti CRM a praktické
využití workflow.
Požadované vstupní znalosti
Výhodou, nikoli podmínkou, jsou praktické
znalosti procesů v obchodním, marketingovém a servisním oddělení.
Metody výuky
Odborný výklad s praktickými ukázkami, cvičení na
počítačích.
Studijní materiály
Doporučena je originální příručka firmy Microsoft pro
kurz MOC8913, která není zahrnuta v ceně kurzu. Příručka je v anglickém jazyce.
Osnova kurzu
Introduction to Microsoft Dynamics CRM
- Gaining a competitive advantage through CRM
- Understanding customer relationships in Microsoft Dynamics CRM
- Managing processes with Microsoft Dynamics CRM
Understanding Microsoft Dynamics CRM Software
- Understanding the Microsoft Dynamics CRM Server and Client Options
- Accessing Microsoft Dynamics CRM
- Understanding the Microsoft Dynamics CRM User Interface
- Getting Help
- Personalizing the CRM Experience
Using Microsoft Dynamics CRM in a Global Market
- Understanding Multi-Language Support in Microsoft Dynamics CRM
- Understand Multi-Currency Support in Microsoft Dynamics CRM
- Setting Personal Options
The Customer Centered View
- View the customer through Microsoft Dynamics CRM
- Microsoft Dynamics CRM in your organization
- Implementing processes to support Microsoft Dynamics CRM
- Understanding customer records
- Relationships between customer records
- Understanding record ownership and assignment
- Using Activities to track customer interactions
- Using workflows
- Finding and maintaining your data
- Using duplicate detection
- Understanding the subject tree
Using Microsoft Dynamics CRM for Outlook
- Understanding Microsoft Dynamics CRM for Outlook
- Understanding integration between Microsoft Dynamics CRM and Outlook
- Understanding records in Microsoft Dynamics CRM for Outlook
- E-mail management in Microsoft Dynamics CRM for Outlook
- Creating mail merge documents
- Understanding differences between Outlook clients
- Synchronizing Microsoft Dynamics CRM data
Introduction to Sales
- Introducing Sales Management
- Managing Leads
- Managing Opportunities
- Processing Sales Orders
- Managing Products and Pricing
- Keeping Track of Competitors
- Managing Sales Literature
Opportunity Management
- Understanding Opportunities
- Sales processes and sales pipeline report
- Creating opportunities
- Working with opportunities
- Closing opportunities
Managing Leads
- Using Leads in Microsoft Dynamics CRM
- Creating and Importing Leads
- Tracking and Converting Leads
- Disqualifying and Reactivating Leads
- Reporting on Leads
Using the Product Catalog
- Understanding the Product Catalog
- Creating Price Lists
- Creating and Editing Discount Lists
Sales Order Processing
- Understanding sales order processing
- Creating and revising quotes
- Creating and tracking orders
- Creating and closing invoices
Sales Reporting
- Evaluating Sales Data
- Measuring performance with sales productivity reports
- Using export to Excel
- Using the Report Wizard
Understanding Marketing Campaigns
- Benefits of Closed Loop Marketing
- Marketing campaigns versus quick campaigns
- Using quick campaigns
- Understanding marketing campaigns
- Managing campaign responses
- Analyzing campaigns
Planning and Creating Marketing Campaigns
- Creating quick campaigns
- Creating a marketing campaign
- Creating and using marketing lists
- Creating and using campaign templates
Managing Marketing Campaigns
- Distributing campaign activities
- Monitoring marketing campaigns
- Capturing and viewing campaign responses
- Working with campaign responses
- Analyzing marketing information
Understanding Service Management
- Getting Started with Service Mananement
- Managing Contracts
- Managing Cases
- Creating a Knowledge Base
- Managing Service Queues
- Service Scheduling Life Cyde
- Scheduling Services For Your Customers