Module 1: Microsoft CRM Concepts
This chapter describes the overall solution of Microsoft CRM and the benefits to an organization. There is a brief overview of each of the available modules. The chapter also discusses the concepts, tasks, navigation, and functions that are used throughout the product.

Lessons
•Microsoft CRM Modules
•Accessing Microsoft CRM
•Customer Records
•Customer Relationships
•Understanding customization availability

After completing this chapter, students will be able to:
•Understand the overall solution that Microsoft Dynamics CRM provides and the functionality and purpose of the Microsoft CRM modules
•Log on to Microsoft CRM
•Understand the relationship between account and contact records in Microsoft CRM
•Understand the types of relationships that can be created between records

Module 2: Microsoft CRM Client for Outlook
This chapter takes a look at how the Microsoft CRM Client for Outlook works, how the functionality is similar to the web client. It provides information on how to work in the Outlook Client interface. The lesson begins by identifying the functionality available in the Outlook Client, and then discusses how to use the functionality.

Lessons
•Identifying the functionality available in the Microsoft CRM Client for Outlook
•Navigate within the Microsoft CRM client for Outlook user interface
•Navigate within the Microsoft CRM client for Outlook user interface
•Create and manage Microsoft CRM records and activities in Outlook

After completing this chapter, students will be able to:
•Identify the functionality available in the Microsoft CRM Outlook client.
•Understand how to navigate the user interface of the Microsoft CRM Outlook client.
•Understand how the Outlook client synchronizes with Microsoft Outlook and the Microsoft CRM Server and also to how to take the Outlook client offline and online.
•Understand how to differentiate between Microsoft CRM and Outlook records and how the different record types are managed in the Outlook client.
•Understand how to create mail merge documents for the available record types in the Microsoft CRM Outlook client.

Module 3: Sales Management Life Cycle
This chapter discusses a basic sales process starting with a lead that the user enters for an existing customer. The Sales Representative converts the lead to an opportunity and associates the lead with the existing customer. This lesson also discusses the relationship between accounts, sub-accounts, and contacts. The focus is on procedural introduction. Therefore, the sales process is completed but not discussed in great detail.

Lessons
•Sales Management Process Flow
•Overview of core sales functionality
•Working with Customer Records
Lab : Microsoft CRM Process Flow

After completing this chapter, students will be able to:
•Understand the sales process flow in Microsoft Customer Relationship Management.
•Complete an overview of the sales process including the following tasks:
•Create a lead record using the Lead Form
•Qualify and convert a lead to an opportunity
•Create a quote, order, and invoice automatically from an opportunity

Module 4: Lead Management
This lesson takes a look at a more complex sales process and discusses leads in great detail since this is a key point in the sales process. The lesson begins by importing leads then discusses the other activities related to leads.

Lessons
•Understanding Leads
•Creating and Importing Leads
•Assigning, Sharing and Converting Leads
•Disqualifying and Reactivating Leads
•Reporting with Leads

After completing this chapter, students will be able to:
•Understand the process for using Leads in Microsoft CRM
•Create leads using the lead form
•Import Leads into Microsoft CRM from a file
•Qualify leads and track communication activity and convert a lead to an opportunity
•Disqualify leads that will not result in sales and reactivate leads that have been disqualified
•View Reports associated with leads

Module 5: Completing the Sale
This chapter continues the sales process that originated with a lead and focuses on working with opportunities. There is an in-depth discussion of the Work Flow process. An opportunity is tracked through the rest of the sales process including creating a quote, order, and invoice.

Lessons
•Managing Opportunities
•Working with Opportunities
•Using Workflow and Sales Processes
•Quotes, Orders, and Invoices

After completing this chapter, students will be able to:
•Understand how to manage Opportunities to help generate sales
•Assign a rule using the Automated Sales Process to automatically create sales tasks and ensure a consistent sales process
•Convert an Opportunity to a quote and track the quote through the order and invoice phases

Module 6: Sales Productivity
This chapter discusses additional features in Microsoft CRM that are used to analyze the data that is captured in the system. The Advanced Find function is used to run queries against the data to view information in various formats. The lesson also looks at marketing lists and quick campaigns.

Lessons
•Evaluating Customer Data
•Creating and Saving Advanced Find queries
•Managing Sales Productivity
•Marketing Collaboration

After completing this chapter, students will be able to:
•Understand the type of information that you can analyze in Microsoft CRM
•Use the Advanced Find function to locate customers that meet specified criteria, save queries, and create Quick Campaigns
•Use Sales information to review potential opportunities to forecast revenue
•Use Microsoft CRM to analyze sales productivity
•Manage customer marketing lists

Module 7: Sales Administration
This lesson covers the administrative concepts of Microsoft CRM at a high level. These are tasks that are used during the implementation of the product and periodically for maintenance.

Lessons
•Automated Sales and Workflow Processes
•Managing Competitors
•Managing Sales Literature
•Creating a Product Catalog
Lab : Manage Competitive Information

After completing this chapter, students will be able to:
•Understand how to use sales processes and workflow rules
•Add information regarding Competitors
•Manage sales literature items and attach documents to records
•Maintain the product catalog including price and discount lists