Table of Contents

Introduction 0-1
Welcome ........................................................................................................................................... 0-1
Microsoft Dynamics Courseware Contents .......................................................................... 0-2
Documentation Conventions ....................................................................................................0-3
Student Objectives ........................................................................................................................ 0-4

Module 1: Sales and Marketing Overview 1-1

Module Overview .......................................................................................................................... 1-1
Customer Relationship Management .................................................................................... 1-2
The Customer.................................................................................................................................. 1-3
Sales and Marketing and CRM ................................................................................................. 1-8
Module Review ............................................................................................................................ 1-11

Module 2: Sales and Marketing Setup 2-1

Module Overview .......................................................................................................................... 2-1
Scenario............................................................................................................................................. 2-2
Sales and Marketing Module Setup ....................................................................................... 2-2
Transaction Log .............................................................................................................................. 2-9
Lab 2.1: Set Up CRM Module ................................................................................................. 2-12
Module Review ............................................................................................................................ 2-15
Test Your Knowledge ................................................................................................................ 2-16
Test Your Knowledge Solutions............................................................................................. 2-17

Module 3: Sales Management 3-1

Module Overview .......................................................................................................................... 3-1
Scenario............................................................................................................................................. 3-2
The Sales Unit ................................................................................................................................. 3-2
Sales Targets .................................................................................................................................... 3-7
Lab 3.1: Creating Sales Units and Targets.......................................................................... 3-11
Management Statistics ............................................................................................................. 3-13
Module Review ............................................................................................................................ 3-25
Test Your Knowledge ................................................................................................................ 3-26
Test Your Knowledge Solutions............................................................................................. 3-28

Module 4: Prospects 4-1

Module Overview .......................................................................................................................... 4-1
Scenario............................................................................................................................................. 4-2
The Prospect.................................................................................................................................... 4-2
Segmentation and Categorization .......................................................................................... 4-3
Prospects Maintenance ............................................................................................................ 4-11

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Sales and Marketing in Microsoft Dynamics® AX 2012

Lab 4.1: Creating New Prospects .......................................................................................... 4-21

Module Review ............................................................................................................................ 4-24
Test Your Knowledge ................................................................................................................ 4-25
Test Your Knowledge Solutions............................................................................................. 4-26

Module 5: Contact Activities and Responsibilities 5-1

Module Overview .......................................................................................................................... 5-1
Scenario............................................................................................................................................. 5-2
Defining Responsibilities ............................................................................................................. 5-2
Contact Information ..................................................................................................................... 5-5
Lab 5.1: Create Contacts .......................................................................................................... 5-14
Activities ......................................................................................................................................... 5-16
Lab 5.2: Creating an Activity ................................................................................................... 5-23
Module Review ............................................................................................................................ 5-25
Test Your Knowledge ................................................................................................................ 5-26
Test Your Knowledge Solutions............................................................................................. 5-28

Module 6: Telemarketing 6-1

Module Overview .......................................................................................................................... 6-1
Scenario............................................................................................................................................. 6-2
Telemarketing Setup .................................................................................................................... 6-2
Creating Call Lists .......................................................................................................................... 6-5
Lab 6.1: Create a Call List ......................................................................................................... 6-11
Telemarketing Maintenance................................................................................................... 6-12
Module Review ............................................................................................................................ 6-15
Test Your Knowledge ................................................................................................................ 6-16
Test Your Knowledge Solutions............................................................................................. 6-17

Module 7: Campaigns 7-1

Module Overview .......................................................................................................................... 7-1
Scenario............................................................................................................................................. 7-2
Campaign Maintenance .............................................................................................................. 7-2
Module Review ............................................................................................................................ 7-23
Test Your Knowledge ................................................................................................................ 7-24
Test Your Knowledge Solutions............................................................................................. 7-25

Module 8: Leads and Opportunities 8-1

Module Overview .......................................................................................................................... 8-1
Process Definitions ........................................................................................................................ 8-2
Leads .................................................................................................................................................. 8-5
Opportunities ............................................................................................................................... 8-12

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 Table of Contents

Lab 8.1: Qualify and Convert a Lead to an Opportunity .............................................. 8-21

Module Review ............................................................................................................................ 8-23
Test Your Knowledge ................................................................................................................ 8-24
Test Your Knowledge Solutions............................................................................................. 8-25

Module 9: Case Management 9-1

Module Overview .......................................................................................................................... 9-1
Setup .................................................................................................................................................. 9-2
Working with Cases ...................................................................................................................... 9-5
Knowledge Articles .................................................................................................................... 9-10
Case Management Examples ................................................................................................. 9-12
Module Review ............................................................................................................................ 9-16
Test Your Knowledge ................................................................................................................ 9-17
Test Your Knowledge Solutions............................................................................................. 9-18

Module 10: Common Tools Setup 10-1

Module Overview ....................................................................................................................... 10-1
Scenario.......................................................................................................................................... 10-2
Document Management Setup ............................................................................................. 10-2
Mailing Lists and Merge Files ............................................................................................... 10-16
Microsoft Dynamics AX and Outlook Synchronization .............................................. 10-22
Computer Telephone Integration ...................................................................................... 10-31
Module Review .......................................................................................................................... 10-37
Test Your Knowledge .............................................................................................................. 10-38
Test Your Knowledge Solutions........................................................................................... 10-40

Appendix A: Reports A-1

Introduction.................................................................................................................................... A-1
Sales and Marketing Reports ................................................................................................... A-1
Sales and Marketing Reports Data ......................................................................................... A-2
Common CRM Reports............................................................................................................... A-2
Summary.......................................................................................................................................... A-3

Appendix B: CRM Connector B-1

Introduction.....................................................................................................................................B-1
Registration......................................................................................................................................B-1
Architecture .....................................................................................................................................B-1
Information Flow and Functionality .......................................................................................B-3
Summary...........................................................................................................................................B-4

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Microsoft Official Training Materials for Microsoft Dynamics®
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Sales and Marketing in Microsoft Dynamics® AX 2012

iv
Microsoft Official Training Materials for Microsoft Dynamics®
Your use of this content is subject to your current services agreement