MB2-704 Microsoft Dynamics CRM Application

About MB2-704 Microsoft Dynamics CRM Application

This course prepares you to take the MB2-704 exam. Additionally, if you plan to implement, use, maintain or support Microsoft Dynamics CRM in your organization this will be very beneficial. A typical make up of the course will include sales operation managers, customer service managers, service schedulers, administrators, office managers, executives and consultants who want to demonstrate a foundational understanding of the application functionality.

Delivery

Instructor-led classroom or online training. Classroom training is hosted at The CRM Team training suite, Design Quarter, Fourways.

Course Content

1. Sales Management Concepts
  • Work with customers – Identify customers who would benefit from sales management, identify core record types, describe how core record types are used in sales management, create and maintain customer records
  • Manage sales operations – Create, maintain and use sales literature; create and maintain competitors; create and maintain sales territories; configure multiple currencies
  • Understand social listening – Identify social media channels, create and run search to listen for keywords, create an alert, determine where social insights can be added
2. Manage Leads and Opportunities
  • Work with leads – Determine when to use leads and opportunities, create and maintain leads, qualify and disqualify leads, convert email messages to leads, describe stages and steps in the lead process ribbon, describe the lead conversion process
  • Create opportunities – Create and maintain opportunities, convert activities and leads to opportunities, evaluate when to use system-calculated or user-provided values for revenue fields, describe stages and steps in the opportunity process ribbon
  • Manage opportunities – Close opportunities; view resolution activities; work with opportunity views; create and maintain opportunity connections; add post, activities and notes in the collaboration pane; assign ownership of opportunity records to users or teams; add sales teams to opportunity records.
3. Process Sales
  • Manage the product catalogue – Create unit groups, create products and add them to the product catalogue, create price lists, create tailored price lists, create product kits and product bundles, group products by using product families, view product relationships by using hierarchy visualisation, manage multiple currencies
  • Work with opportunities and quotes – Add opportunity products, capture product properties, suggest cross-sell and up-sell products, create new quotes, create a quote from an opportunity, activate and revise quotes, determine the impact of different currencies on price calculations and price lists
  • Work with orders and invoices – Create new orders; create new invoices; convert a quote to an order to an invoice; identify quote status changes; select alternative price lists with opportunities, quotes, orders or invoice records
4. Analyse Reports and Sales
  • Manage sales metrics and goals – Define goal metric records; configure fiscal periods; define goal records; describe target, actual and in-progress values for goal records; describe how to recalculate goals; describe a rollup query
  • Work with reports and views – Build reports with Report Wizard; identify report outputs; export information to Microsoft Excel; differentiate between features of static and dynamic view exports to Excel; work with Advanced Find; share dashboards, charts and Advanced Find queries
  • Work with charts and dashboards – Create, configure and share personal charts; create, configure and publish system charts; create new system dashboards; describe uses of web resources and IFrames; differentiate between personal and system dashboards, charts and views
5. Apply Service Management
  • Work with service management – Identify customers who would benefit from service management, identify core record types, describe how core record types are used in service management
  • Work with business process flows – Describe the purpose of business process flow in service management, identify what can be done programmatically in a business process flow, describe the rules-based branching feature of business process flow
  • Configure service management – Create case routing rules, create automatic case creation rules, create and maintain the subject tree, configure parent-child case settings
6. Manage Service Cases
  • Work with cases – Identify case lists and views, describe steps in automated case creation, identify benefits of case hierarchy, search for cases
  • Create cases – Identify ways to create new cases; create new case record; convert activity records to cases; create parent-child cases; identify case relationships; add posts, activities and notes in the collaboration pane
  • Maintain cases – Describe stages and steps in the case process ribbon; identify actions that can be taken on a case; merge cases; cancel, delete, resolve and reactivate cases; apply routing rules to cases
  • Work with the Knowledge Base – Search for Knowledge Base articles; create and maintain article templates; create, approve and publish articles; search articles from case records; associate articles to a case; send Knowledge Base articles
  • Use queues – Differentiate between system and personal queues, create and maintain queues, assign cases and activities to queues, work with queue items, describe the process of working with queues, describe how case routing rules apply to queues
7. Manage Contracts and Entitlements
  • Work with entitlements – Create entitlement templates, create entitlements for a customer, add entitlement lines and associate with products, identify channels supported for entitlements, identify when case entitlements decrement and increment, describe the entitlement life cycle
  • Work with service level agreements (SLAs) – Identify SLA tracking KPIs and indicators, create a service level agreement, create SLA items, associate a service level agreement with an entitlement, describe the purpose of the timer control on the case form, configure service system settings for SLAs
8. Work with Service Scheduling
  • Service scheduling concepts – Identify customers who would benefit from service scheduling functionality, define service scheduling terminology, identify service scheduling process flow
  • Manage service scheduling operations – Configure work hours for users and facilities/equipment, limit a resource‚Äôs availability, create resource groups, create a site and associate resources with it, create customer service schedules, create holiday schedules
  • Maintain services and capacity planning – Define capacity planning, create a new service record, add a selection rule for required users and resources, configure account and contact service preferences, create a service with a same-site selection rule
  • Schedule service activities – Schedule a service activity in the Service Calendar, schedule specific resources by using the scheduling engine, schedule a service activity with same site rules, reschedule service activities, change the status of service activities, display and resolve scheduling conflicts
9. Analyse and Report on Service Management
  • Manage service metrics and goals – Identify typical service goals and metrics, create a monthly metric and goal for case records, describe steps for adding a Target-In-Progress-Actual chart to the service dashboard
  • Work with service management reports – Identify key features and uses of the Service Activity Volume report, evaluate which service management report is best used in a given situation, identify key features and uses of the Case Summary Table report
  • Work with charts and dashboards – Identify service management system dashboards, create a personal service dashboard, create a system chart for service management