(80669) Sales and Marketing in Microsoft Dynamics CRM 2016

Apply 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

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

Process sales

Manage the product catalog

Create unit groups, create products and add them to the product catalog, 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 visualization, 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 alternate price lists with opportunities, quotes, orders, or invoice records

Analyze 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

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

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

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

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’s 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

Analyze 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