About this Course
This two-day instructor-led training (ILT) course provides students with the knowledge and skills to set up and use the CRM functionality in the Sales and Marketing module for Microsoft Dynamics AX 2012. The topics covered in the course include basic setup of sales management, leads, prospects, opportunities, and campaigns. Additionally, it introduces process definitions and synchronization of data in other areas associated with the sales order chain.
Audience Profile
This course is intended for IT professionals who have a moderate understanding of the Microsoft Dynamics AX 2012 Sales and Marketing module. This course targets those IT professionals who are responsible to set up CRM processes throughout the customer's sales process. Customers with a basic knowledge of their own CRM processes are preferred.
At Course Completion
After completing this course, students will be able to:
- Understand the basic theory of customer relationship management.
- Understand CRM-based elements.
- Gain an overview of the various parts of the Sales and Marketing module.
- Set up number sequencing information for CRM.
- Set up relation type for prospects.
- Set up transaction logging for CRM.
- Reflect the sales organization by creating sales units.
- Define sales targets for the sales unit and sales personnel.
- Describe the graphical view that management statistics provides.
- Define prospects.
- Set up the categorizations to use the prospects functionality correctly.
- Create and maintain prospects.
- Define and assign responsibilities.
- Create and maintain contact persons connected to prospects.
- Create and maintain activities for prospects and contact persons.
- Set up the telemarketing and default values.
- Create and work with call lists.
- Execute a telemarketing initiative.
- Create and maintain campaigns.
- Distribute campaign responsibilities.
- Delete an intercompany order chain.
- Define process definitions.
- Create a lead.
- Qualify a lead.
- Create an opportunity.
- Create a Competitor record.
- Create a case.
- Add actions to a case.
- Create a knowledge article.
- Work with document handling in Microsoft Dynamics AX's Sales and Marketing module
- Work with mailing lists.
- Set up and maintain synchronization between the Microsoft Dynamics AX Sales and Marketing module and Microsoft Outlook.
- Setup the Computer Telephone Integration system
Before attending this course, students must have:
- Introduction to Microsoft Dynamics AX 2012
Course Outline
Module 1: Overview
This module explains the components in the sales and marketing process and provides a short overview of customer relationship management.
Lessons
- Overview
- Customer Relationship Management
- The Customer
Sales and Marketing and CRM
Module 2: Sales and Marketing Setup
This module explains how to set up and create defaults in the Sales and Marketing module.
Lessons
- Overview and Scenario
- Sales and Marketing Module Setup
- Transaction Log
Module 3: Sales Management
This module explains how to create sales units and targets based on the organizational goals and sales statistics.
Lessons
- Overview and Scenario
- The Sales Unit
- Sales Targets
- Management Statistics
Module 4: Prospects
This module explains how take advantage of using prospects in a complete CRM process chain.
Lessons
- Overview and Scenario
- The Prospect
- Segmentation and Categorization
- Prospect Maintenance
Module 5: Contact Activities and Responsibilities
This module explains the roles of a salesperson and how his or her activities and responsibilities are a key component of the Sales and Marketing module.
Lessons
- Overview and Scenario
- Defining Responsibilities
- Contact Information
- Activities
Module 6: Telemarketing
This module explains the importance of leveraging the telemarketing functionality in the sales and marketing processes.
Lessons
- Overview and Scenario
- Telemarketing Setup
- Creating Call Lists
- Telemarketing Maintenance
Module 8: Leads and Opportunities
This module explains how Lead records help your sales and marketing teams gather and store information about a lead.
Lessons
- Overview
- Process Definitions
- Leads
- Opportunities
Module 9: Case Management
This module explains how you can use case management for customer, vendor, or employee issues.
Lessons
- Overview
- Setup
- Working with Cases
- Knowledge Articles
- Case Management Examples
Module 10: Common Tools Setup
This module explains how common tools allow for enhancement and efficiency in the sales and marketing process.
Lessons
- Overview and Scenario
- Document Management Setup
- Mailing Lists and Merge Files
- Microsoft Dynamics AX and Outlook Synchronization
- Computer Telephone Integration
- AX