• Overview
• Outline
• Schedule

About This Course

This two-day instructor-led course provides students with the knowledge and skills to implement, adjust or use the CRM module of Microsoft Dynamics AX 2009. It assumes that participants have a working knowledge of Microsoft Dynamics AX.

Audience Profile

This course is intended for professionals that are implementing the CRM module as well as end users of the module.

Prerequites

Before attending this course, students must have:

• A working knowledge of the navigation and use of Microsoft Dynamics AX.
• A working knowledge of the use of sales orders in Microsoft Dynamics AX.

At Course Completion

After completing this course, students will be able to:

• Understand the theory and concepts of contemporary customer relationship management.
• Describe the purpose and benefits of using the sales and marketing module in Dynamics AX 2009.
• Understand that the sales and marketing module is made up four parts, namely Sales Force Automation, Sales Management, Marketing Automation, Telemarketing and Enterprise Portal.
• Perform the necessary setup involved in the use of the CRM module.
• Reflect the sales organization by creating sales units.
• Attach employees to the sales units and maintain them.
• Set up the categorizations necessary to use the business relations functionality.
• Create, maintain and work with business relations.
• Setup, maintain and work with contacts connected with business relations.
• Setup and maintain activities in the CRM module.
• Setup and maintain responsibilities in the CRM module.
• Setup, create, maintain and work with leads.
• Setup, create, maintain and work with opportunities.
• Create, send and update quotations to business relations.
• Create and structure marketing campaigns.
• Associate marketing campaigns to a project.
• Define campaign targets.
• Execute a telemarketing initiative using Microsoft Dynamics AX CRM functionality.
• Define sales targets for the sales unit and sales personnel.
• Setup and use the sales management tools.
• Create and attach a document to an activity, business relation, contact or any other record in the CRM module.
• Create, maintain and work with mail lists and merge files.
• Setup and maintain synchronization from the CRM module to Microsoft Outlook.
• Understand the functionality available in the enterprise portal.