50223 Relationship Management in Microsoft Dynamics NAV 2009

50223 Relationship Management in Microsoft Dynamics NAV 2009

Course 50223: Three Days; Instructor-Led

About this Course

This course provides students with necessary information to perform tasks in the Relationship Management functionality, including working with contacts, managing tasks and opportunities, archiving and restoring documents, working with campaigns and segmentation, and synchronizing Microsoft Dynamics NAV 2009 entities with Microsoft Office Outlook items.

Audience Profile

The course is intended for people working with Microsoft Dynamics solutions, partners who want to set up and demonstrate Relationship Management, and for administrators who want to provide support for Relationship Management.

Prerequisites

Before attending this course, students musthave a basic knowledge of Microsoft Dynamics NAV 2009, user-level knowledge of MicrosoftOfficeWord, MicrosoftOfficeOutlook, and MicrosoftOfficeInternet Explorer.

At Course Completion

After completing this course, students will be able to:

• Set up a Role Center for working with Relationship Management.
• Set up Relationship Management.
• Manage work with contacts.
• Create interactions and manage document flow.
• Work with campaigns and segments.
• Handle tasks.
• Handle opportunities.
• Create, assign, and update profile questionnaires.
• Deal with multilanguage salutation and attachment.
• Use quotations to Contact for working with sales and purchase documents.
• Archive and restore documents.
• Perform synchronization between Microsoft Dynamics NAV 2009 objects and Microsoft Office Outlook items.

Course Outline

Module 1: Relationship Management
This chapter explains the concept of Relationship Management. Also, it describes the benefits of an integrated solution: ERP (Enterprise Resource Planning) and Relationship Management. In addition, the chapter outlines the vision for Relationship Management and the overall structure of the Relationship Management functionality.
Lessons

• Defining Relationship Management
• The Relationship Management Functionality
• Selling Points for Relationship Management

After completing this module, students will be able to:

• Define Relationship Management.
• Get to know the Relationship Management functionality.
• Understand selling points for Relationship Management.

Module 2: Relationship Management Setup
This chapter focuses on setup procedures that must be performed to be able to efficiently use Relationship Management.
Lessons

• Setting Up the Role Center
• The Marketing Setup Window
• Setting Up Automatically Recorded Interactions
• Setting Up Synchronization Between Contacts and Customers, Vendors, and/or Bank Accounts
• Setting Up Duplicate Search

Lab : Set Up Salutation for a Contact

• Set up a default person salutation code

After completing this module, students will be able to:

• Prepare Role Center for Relationship Management.
• Become familiar with the Marketing Setup window.
• Set up interactions for automatic recording.
• Set up creating interactions records when working with sales, purchases, and service documents.
• Set up creating interactions records when sending e-mail messages, making phone calls, and printing cover sheets.
• Set up synchronization of contacts with customers, vendors, and bank accounts.
• Understand consequences of synchronization.
• Set up and perform search for contact duplicates.

Module 3: Contacts
This chapter explains how to manage contacts.
Lessons

• Setting Up Contact Information
• The Contact Card
• Creating Contact Companies
• Creating Contact Persons
• Searching for Contacts
• Searching for Duplicates
• Synchronizing Contacts with Customers, Vendors, and Bank Accounts
• Exporting Contacts
• Contact Statistics
• Contact Statistics

Lab : Set Up Contact Company

• Create a contact company
• Assign an industry code to the contact company
• Assign a business relation type
• Assign a Web source
• Enter comments

Lab : Create Contact Persons

• Create a contact card for a person how works for an existing company
• Enter contact’s name details
• Specify contact’s job responsibility
• Create an independent contact
• Enter contact’s address details
• Find contacts on the contact list

Lab : Find a Contact

• Find a contact using a search expression with Contact Search function
• Specify additional information to narrow the search results

Lab : Search for Duplicates

• Specify a search hit percentage
• Generate duplicate contact search strings
• View duplicate search results

Lab : Link a Contact Card to a Bank Account Card

• Create a contact company
• Link a bank account card to the contact card
• Verify that the contact is linked to the bank

After completing this module, students will be able to:

• Set up mailing and industry groups for contacts.
• Set up business relations, job responsibilities, Web sources, and organizational levels for contacts.
• Get familiar with a contact card.
• Create contact companies.
• View related contacts.
• Create contact persons.
• Set up search parameters and search for contacts.
• Search for duplicates and handle duplicate contacts.
• Synchronize contacts with customers, vendors, and bank accounts.
• Export contacts.
• View contact statistics.
• Generate contact reports.

Module 4: Campaigns and Segmentation
This chapter describes how to create campaigns for various purposes, and set up and use segments of contacts.
Lessons

• Setting Up Campaigns
• Creating Interactions for Campaigns
• Campaign Pricing
• Campaign Statistics
• Setting Up Segments
• Saving Segmentation Criteria
• Linking Segments to Campaigns
• Creating Interactions for Segments
• Logging the Segment and Printing Letters

Lab : Plan a Campaign

• Create a campaign
• Modify the campaign status

Lab : Create an Interaction Linked to a Campaign

• Record a meeting as an interaction linked to a campaign

Lab : Create a Segment

• Register a segment
• Add contact with specific business relations to the segment

Lab : Send a Letter to Contacts from a Segment

• Apply an interaction template to a segment
• Save segment criteria
• Log the segment

Lab : Use Saved Segmentation Criteria

• Create a campaign
• Create a segment
• Use the saved segmentation criteria to select contact to target for the campaign
• Link the segment to the campaign

After completing this module, students will be able to:

• Define campaigns and segments.
• Set up and create campaigns.
• Create interactions with campaigns.
• Create and activate sales prices and line discounts.
• Observe campaign statistics.
• Create segments.
• Add contacts to and remove contacts from segments.
• Save segmentation criteria.
• Create segments by reusing saved segmentation criteria.
• Link segments to a campaign.
• Create interactions for segments.
• Create segments by reusing logged segments.
• View campaign entries linked to the segment.

Module 5: Interactions and Document Management
This chapter describes how to record interactions for all types of communication between you and your contacts and how to keep track of the documents.
Lessons

• Setting Up Interactions
• Using the Create Interaction Wizard
• Making Phone Calls
• E-Mails
• Automatically Recorded Interactions
• Canceling and Deleting Interaction Log Entries
• Interaction Statistics

Lab : Create an Interaction Template with an Attachment

• Create an interaction template
• Assign the interaction template to the interaction group
• Create an attachment and insert it to the template

Lab : Record Interactions

• Create an interaction using the interaction template
• Evaluate the interaction
• Indicate the successful attempt of the interaction

Lab : Create an Automatically Recorded Interaction

• Create a contact
• Create and print a sales quote for the contact
• Verify the interaction is created

After completing this module, students will be able to:

• Set up interactions.
• Create interaction templates.
• Set up interaction groups.
• Manage interaction attachments.
• Use the Create Interaction wizard for creating interactions.
• Record phone calls as interactions.
• Record e-mails as interactions.
• Work with automatically recorded interactions.
• Manage postponed interactions.
• Cancel and delete interaction log entries.
• View interaction statistics.

Module 6: Task Management
This chapter describes the ways tasks can be managed in the program.
Lessons

• Setting Up Teams
• Setting Up Activities
• Assigning Activities
• Delegating To-dos
• Sending E-Mail Meeting Invitations
• Closing, Canceling and Deleting To-dos
• Viewing Statistical Information About To-dos

Lab : Create a To-do for a Salesperson

• Assign a to-do to a salesperson about sending a letter

Lab : Send E-Mail Meeting Invitations

• Make sure that the contact has an e-mail address specified
• Create a to-do of the Meeting type
• Add meeting attendees
• Send invitation to the contacts

After completing this module, students will be able to:

• Set up teams and activities.
• Create to-dos.
• Assign activities to salespeople and teams.
• Create recurring to-dos.
• Modify to-dos.
• Convert team to-dos.
• Send meeting invitations.
• Close, cancel and delete to-dos.
• View statistical information about to-dos.

Module 7: Opportunity Management
This chapter explains how to use opportunities to keep track of potential sales.
Lessons

• Setting Up Opportunity Parameters
• Setting Up Opportunities
• Viewing Opportunities
• Creating To-dos for Opportunities
• Creating Sales Quotes and Orders for Opportunities
• Closing and Deleting Opportunities
• Opportunity Statistics

Lab : Set Up a Sales Cycle

• Set up a sales cycle
• Use chance of success for the probability calculation
• Create sales cycle stages for the sales cycle
• Allow a sales cycle stage to be skipped
• Require a quote for two sales cycle stages

Lab : Create and Activate an Opportunity

• Create a contact
• Create an opportunity for the contact
• Move the opportunity to the first stage

After completing this module, students will be able to:

• Set up opportunities.
• Create opportunities.
• Update opportunities with the Update Opportunity wizard.
• Create to-dos for opportunities.
• Assign sales quotes to opportunities.
• Linking opportunities to sales quotes.
• Create sales orders for opportunities.
• Close and delete opportunities.
• View opportunities statistics.

Module 8: Profiling and Classification
This chapter describes what contact profiles are and how to work with them.
Lessons

• Profile Questionnaires
• Contact Rating
• Adding Contacts to Segments Using Profile Information
• Testing and Printing Questionnaires

Lab : Set Up a Questionnaire

• Create a profile questionnaire
• Make the program choose correct answer to the question
• Assign the profile questionnaire to a contact

Lab : Rate Your Contacts

• Create a profile questionnaire
• Set up questions and answers in the profile questionnaire
• Create contact rating

Lab : Add Contact to a Segment

• Use a profile questionnaire as criteria for adding contacts to a segment

Lab : Update Contact Classification and Print a Report

• Update contact classification
• Print a test report for the questionnaire

After completing this module, students will be able to:

• Profile questionnaires.
• Set up profile questionnaires.
• Update profile questionnaires.
• Understand automatic classification.
• Create contact rating.
• Enter contact profiles.
• Add contacts to segments using profile information.
• Test and print questionnaires.

Module 9: The Multilanguage Salutation and Attachment
This chapter provides you with information of how to set up and use salutations. It also describes how to send documents in the preferred language to your contacts.
Lessons

• Setting Up Salutations
• Creating an Interaction with a Salutation in an Attachment
• Sending Multilanguage Documents to Contacts in the Segment

Lab : Create Salutation Formulas

• Create a salutation with salutation formulas in two different languages

Lab : Send Multilanguage Documents to Contacts in a Segment

• Create a segment
• Add contact of the Customer type to it
• Assign the interaction template to the segment
• Change the document language for on the contacts
• Log the segment and send documents to the contacts

After completing this module, students will be able to:

• Set up salutations.
• Assign a salutation code to a contact.
• Create interactions with a salutation in an attachment for contacts.
• Send documents in different languages to contacts from one segment.

Module 10: Quotation to Contacts
This chapter provides you with steps to set up a customer template and use it in quotation to contacts.
Lessons

• Setting Up Customer Templates
• Using Contact and Customer Template Information

Lab : Set Up Customer Templates

• Set up customer templates to work with salespeople

Lab : Create a Sales Quote and a Sales Order

• Create a contact
• Create a sales quote using a customer template
• Fill in the quote, print it and send to the contact
• Convert a sales quote into the sales order

After completing this module, students will be able to:

• Set up customer templates.
• Create a sales quote using contact and customer template information.
• Converting sales quotes using customer templates.

Module 11: Document Archiving
This chapter focuses on how to create archive versions of sales orders and quotes.
Lessons

• Saving a Sales Quote
• Restoring a Sales Quote
• Saving a Sales Order
• Restoring a Sales Order

Lab : Issue a Quote to a Contact

• Create a sales quote
• Fill in the details on the quote and print it
• Send the quote to the contact

Lab : Restore a Quote

• Modify the sales quote to fit the request
• Send the quote to a contact
• Restore the previously saved version of the quote
• Make an order from the quote

After completing this module, students will be able to:

• Archive a copy of a sales quote.
• Create an interaction log entry while printing a sales quote.
• Restore a sales quote from the archive.
• Archive a copy of a sales order.
• Create an interaction log entry while printing a sales order.
• Restore a sales order from archives.

Module 12: Outlook Synchronization
This chapter provides you with information about setup on the Microsoft Dynamics NAV and Microsoft Office Outlook sides, which is necessary for performing synchronization between these applications.
Lessons

• Setting Up Outlook Synchronization on the Microsoft Dynamics NAV Side
• Setting Up Outlook Synchronization on the Outlook side
• Synchronization Process
• Troubleshooting
• Points to Remember

Lab : Map the Customer Table to Outlook Contact Item

• Browse to the synchronization entity with synchronization levels set up
• Add the field for the master table and specify the corresponding Outlook item property

Lab : Synchronize Manually

• Create an appointment in Outlook calendar
• Run synchronization manually
• Verify that the Microsoft Office Outlook items are synchronized with Microsoft Dynamics NAV objects

After completing this module, students will be able to:

• Define Outlook Synchronization concepts.
• Set up Outlook Synchronization on the Microsoft Dynamics NAV side.
• Understand synchronization.
• Set up levels of synchronization.
• Understand Outlook synchronization user roles.
• Set up Outlook Synchronization on the Microsoft Office Outlook side.
• Install Microsoft Dynamics NAV synchronization Add-in.
• Configure Microsoft Dynamics NAV synchronization Add-in.
• Perform troubleshooting on the Microsoft Office Outlook side.
• View synchronization progress window.
• Get familiar with specifics of successful work with Outlook Synchronization.