Table of Contents

Introduction

0-1

Welcome ............................................................................................................ 0-1

Microsoft Dynamics Courseware Contents ........................................................ 0-2
Documentation Conventions .............................................................................. 0-3
Student Objectives ............................................................................................. 0-4

Chapter 1: Introduction

1-1

Objectives ........................................................................................................... 1-1

Introduction ......................................................................................................... 1-1
Overview of the Sales Process in Microsoft Dynamics CRM ............................. 1-2
Core Records in the Sales Process.................................................................... 1-4
Tracking Competitors and Managing Sales Literature ....................................... 1-6
Working with Leads .......................................................................................... 1-10
Lab 1.1 - Qualify and Convert Leads ................................................................ 1-15
Working with Opportunities............................................................................... 1-16
Sales Processes, Workflows and Dialogs ........................................................ 1-24
Lab 1.2 - Running a Dialog Process ................................................................. 1-27
Summary .......................................................................................................... 1-28
Test Your Knowledge ....................................................................................... 1-29
Quick Interaction: Lessons Learned ................................................................. 1-31
Solutions ........................................................................................................... 1-32

Chapter 2: Working with the Product Catalog

2-1

Objectives ........................................................................................................... 2-1

Introduction ......................................................................................................... 2-1
The Product Catalog and the Sales Process...................................................... 2-2
Unit Groups ........................................................................................................ 2-5
Adding and Maintaining Products ....................................................................... 2-7
Creating, Maintaining and Using Price Lists ....................................................... 2-9
Lab 2.1 - Create a Special Offer Price List ....................................................... 2-12
Lab 2.2 - Use a Special Offer Price List for an Opportunity.............................. 2-13
Summary .......................................................................................................... 2-14
Test Your Knowledge ....................................................................................... 2-15
Quick Interaction: Lessons Learned ................................................................. 2-17
Solutions ........................................................................................................... 2-18

Chapter 3: Sales Order Processing

3-1

Objectives ........................................................................................................... 3-1

Introduction ......................................................................................................... 3-1
The Microsoft Dynamics CRM Sales Order Process.......................................... 3-2
Opportunities, Quotes and the Sales Process.................................................... 3-7
Lab 3.1 - Create Multiple Quotes from an Opportunity ..................................... 3-14
Working with Orders ......................................................................................... 3-15
Working with Invoices ....................................................................................... 3-19
Lab 3.2 - Convert a Quote to an Order ............................................................. 3-21
Summary .......................................................................................................... 3-22
Test Your Knowledge ....................................................................................... 3-23
Quick Interaction: Lessons Learned ................................................................. 3-25
Solutions ........................................................................................................... 3-26

Microsoft Official Training Materials for Microsoft Dynamics

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Sales Management in Microsoft Dynamics CRM 2011

Chapter 4: Analysis, Reporting and Goals

4-1

Objectives ........................................................................................................... 4-1

Introduction ......................................................................................................... 4-1
Analyzing Sales Information with Lists, Views and Charts ................................. 4-2
Working with Reports ......................................................................................... 4-5
Exporting Sales Information to Microsoft Office Excel........................................ 4-8
Creating and Managing Sales Goals ................................................................ 4-10
Lab 4.1 - Create a Sales Goal for Opportunities .............................................. 4-22
Creating Charts ................................................................................................ 4-23
Dashboards ...................................................................................................... 4-26
Summary .......................................................................................................... 4-31
Test Your Knowledge ....................................................................................... 4-32
Quick Interaction: Lessons Learned ................................................................. 4-35
Solutions ........................................................................................................... 4-36

ii

Microsoft Official Training Materials for Microsoft Dynamics

Your use of this content is subject to your current services agreement