Date post: | 01-Jan-2016 |
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About Me
> Trained as a quantum physicist> Worked with CRM systems for 15
years> On the original Microsoft CRM 1.0
beta training> Dynamics CRM certified and a
Microsoft CRM MVP
Housekeeping
> If you have a question, ask> If you need to go to the toilet, go> If you need a break, ask> If you have a mobile phone:
- Off is great- Silent/Vibrate is fine- On is ok but please leave if it rings and you need to
answer it
> Enjoy yourselves!
Core Modules
1. General Use
2. Basic Record Management
3. Enquiry Management
4. Marketing
5. Reporting
Module 2: Basic Record Management (Page 1)
> The Key Entities of CRM> How Records Look in CRM> Creating Contacts in CRM> Editing a Record> Active and Inactive Records in CRM> Deleting Records in CRM> Activities> Notes
Module 2: Basic Record Management (Page 2)
> CRM Security and Sharing Records> Bulk Editing Records> Merging Records> Duplicate Record Detection and Prevention
The Key Entities of CRM
Entity Description
Contacts Individuals you interact with (Students/SMEs)
Courses Courses a student is doing/has done
Sanctions Active sanctions on the Student
Enquiries Enquiries from students/future students
Creating Records in CRM
> Can do it from:- Quick Create- View screens- On the Associated View of an existing record
> Search for your record first via Quick/Global Search
> Demonstration: Creating an Enquiry from a Contact
Key Contact Areas
Tabs Explanation
Summary Summary Contact information
Details Marketing and contact methods allowed
Key Associated Entities
Explanation
Activities Activities associated to the Contact
Courses Courses the student has done/is doing
Sanctions Active sanctions against the student
Enquiries Enquiries raised by the student
Editing Records
> Just open up the record and change stuff!> Note: NEVER delete a record unless you really
need to as it might have unfortunate consequences i.e. Delete other records
Active and Inactive Records
> Deletion is permanent, deactivating can be reversed
> Available for all records
> Demonstration: How to deactivate a record and then find it
Activities
> CRM has lots of different kinds of Activities- Tasks- Phone Call- Email- Appointment
> Create Activities when it makes sense- For your own benefit- For the benefit of the business
Creating Completed Activities
> Sometimes we are storing information for future reference, rather than as a reminder
> We have three save options for Activities:- Save- Save and Close- Mark Complete- Close Appointment- (No more Save and New)
> Demonstration: Creating a completed Phone Call via Mark Complete
Exercises
> Create appointments for training against a Contact and see where they end up
> Complete an appointment> Cancel an appointment
Notes
> Almost every record can have a Note put against it> When you add a Note it is user and time stamped> File attachments also done via Notes
> Demonstration: Adding a Note and adding an Attachment.
CRM Security
> Quite a complex model> Key field on a record: Owner> Users can ‘share’ records with users who cannot
see the record> Can also ‘assign’ records to other users. They
then become the owner
> Demonstration: Sharing a Contact and assigning an Enquiry
Sending a Shortcut
> Every record and view has a web address> Ribbon –> Email a Link> The shortcut respects security
> Demonstration: Sending a shortcut
Bulk Editing Records
> You can edit up to 250 records at a time!> Select the records and hit the Edit button
> Note: This CANNOT be undone so be careful
Merging Records
> You can merge two records> You can only merge Contacts> Select the records from a list view and click the
Merge button
> Note: This can be (mostly) undone but be careful anyway