Personalize experiences with clients, engage intelligently with prospects, and have meaningful follow-ups with your leads by using Microsoft Dynamics. This course demonstrates how to leverage the essential features of this CRM platform, including how to manage customer information, track leads, create action items, build workflows, and more. The features for sales teams and customer services teams are reviewed in this course, including managing contacts and resolving cases.
- [Gini] Welcome to Microsoft Dynamics CRM. I'm Gini von Courter. In this course we'll begin with the five primary types of data you'll encounter in Dynamics CRM. Accounts, contacts leads, opportunities, and cases. I'll show you how to navigate in Dynamics CRM, how to open a sale or service work area, and view or enter data about accounts and customers and your activities with them. With this understanding of how to use the CRM tools, we'll apply them to the sales process, qualifying leads and developing, proposing, and closing sales opportunities.
Finally, we'll round out the course by using Dynamics CRM to provide high-quality customer service. I have a lot to show you, let's get started.
AuthorGini von Courter
- Viewing personal and team dashboards
- Creating and qualifying leads
- Converting activities to opportunities
- Working with customer service cases
- Managing case queues
- Researching solutions
- Running and exporting reports
Skill Level Beginner
1. Dynamics CRM Data and Processes
2. Getting Started
3. Focus on My Work
4. Qualify a Lead
5. Work on an Opportunity
6. Focus on Customer Service
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