Module 1: Microsoft CRM Concepts
This chapter describes the overall solution of Microsoft CRM and the benefits to an organization.

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

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

Module 2: Microsoft CRM Client for Outlook
This chapter examines how the Microsoft CRM Client for Outlook works, how the functionality is similar to the web client, and how to work in the Outlook Client interface.

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.
•Be familiar with navigating the user interface of the Microsoft CRM Outlook client.
•Recognize how the Outlook client synchronizes with Microsoft Outlook and the Microsoft CRM Server
•Be familiar with how to take the Outlook client offline and online.
•Recognize how to differentiate between Microsoft CRM and Outlook records and how the different record types are managed in the Outlook client.
•Recognize how to create mail merge documents for the available record types in the Microsoft CRM Outlook client.

Module 3: Marketing Automation Life Cycle
This chapter goes through an entire marketing campaign to provide an overview of the key features and processes. The focus is on procedural introduction, therefore, the marketing processes are completed but not discussed in great detail.

Lessons
•Marketing Automation Process Flow
•Marketing process demonstration
Lab : Microsoft CRM

After completing this chapter, students should be able to understand the business problems that are solved using the Microsoft CRM Marketing Automation module

Module 4: Planning Marketing Campaigns
This chapter explains the concepts for planning a marketing campaign and how to gather information in Microsoft CRM system to assist in the preparation of marketing campaign

Lessons
•Marketing Campaigns
•Planning a campaign
•Managing Lists
•Using Lists

After completing this chapter, students will be able to:
•Identify the process for planning marketing campaigns
•Recognize the tasks involved and information required prior to creating a marketing campaign
•Manage and create lists used in marketing campaigns
•Use a list for marketing purposes to send information to potential customers

Module 5: Campaign Creation
This chapter closely examines the process for creating a campaign and a campaign template. Also discussed is the process and importance of testing a campaign prior to launching.

Lessons
•Creating a Campaign
•Managing and Testing Pre-Launch Campaigns
After completing this chapter, students will be able to:
•Create a new campaign
•Create a campaign template
•Create tasks and activities associated with a campaign

Module 6: Campaign Execution and Response Management
This chapter discusses the process for running a campaign and keeping track of campaign activities. The lesson also explores the analysis of data that results from marketing campaigns.

Lessons
•Executing a campaign
•Running and Managing Campaigns
•Tracking Marketing Information
•Quick Campaigns

After completing this chapter, students will be able to:
•Launch a marketing campaign
•Manage the various aspects of a campaign
•Analyze results of a marketing campaign
•Create a Quick Campaign