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Product Tour : Microsoft Dynamics CRMBack to Product Tour Page | HomeMicrosoft Dynamics CRM is the latest addition to the CRM world and was developed from the ground up using Microsoft .Net technologies. This is a great tool, easy to install, easy to customize and easy to use. Sales Module Sales ModuleThe Sales Module is used to manage items such as Contacts, Accounts, Leads, Opportunities, and Workflow. Account and Contact ManagementView and manage customer account activity and history, contact information, communications, open quotes, pending orders, invoices, credit limits and payment history. Account Detail View:
Account List View (Web):
Account List View (Sales for Outlook):
Account Detail View (Web & Sales for Outlook):
Contact List View (Web):
Contact List View (Sales for Outlook):
Activity and Task ManagementManage activities and tasks using the homepage, workplace or Microsoft Outlook. The home page offers a snapshot of past due activities, activities due today and activities due tomorrow. It offers a quick method to create new activities such as a task, fax, phone call, e-mail, letter or appointment. The workplace offers a complete searchable activity list. A unique feature to Microsoft Dynamics CRM is the Announcements area which allows internal resources to create announcements to communicate with all users. Homepage (Web):
Home Page (Sales for Outlook Client):
Workplace Activity List (Web):
Activity List (Sales for Outlook):
New Appointment (Web):
New Appointment (Sales for Outlook):
CalendarMicrosoft Dynamics CRM has the ability to schedule activities such as appointments, faxes, phone calls and e-mails. However, only the Sales for Outlook client has the ability to schedule recurring activities and enable alarms.
Competitor TrackingMaintain detailed information on competitors in a library, and associate that information with opportunities and sales literature. Reporting functionality tracks competitor activity by product, region or other criteria. Competition Detail View (Web & Sales for Outlook):
Competition List View (Web):
Competition List View (Sales for Outlook):
Correspondence and Mail MergeUse customizable templates to create and send e-mail to targeted prospects and customers. Printed communication materials can be created and sent using Microsoft Word Mail Merge. E-Mail Template List (Web):
E-Mail Template Editor (Web):
Direct E-MailIncrease sales productivity easily:. Select customers based on common characteristics, then use templates to send customized e-mails with special offers. Send Direct E-Mail (Web):
Send Direct E-Mail Options (Web):
Send Direct E-Mail Result (Web):
Lead ManagementTrack information on prospective customers, then qualify and assign inquiries. As the information becomes qualified, the Lead record can be converted into Contact, Account and Opportunity records. Lead List View (Web):
Lead List View (Sales for Outlook):
Lead RoutingTrack information on prospective customers, then qualify and assign inquiries. Leads can be automatically routed to the correct salespeople or teams. Opportunity ManagementConvert qualified leads easily to opportunities without data re-entry and then track opportunities throughout the sales cycle. Opportunity List View (Web):
Opportunity List View (Sales for Outlook):
Quotes, Orders and InvoicesCreate and convert quotes to orders, then modify and save orders until they are ready to be submitted. Sales for OutlookWork online or offline using Microsoft Outlook, with access to accounts, opportunities, products, quotes, orders, sales literature and more. Microsoft Dynamics CRM contacts, appointments, tasks and e-mail capabilities are integrated with Outlook, only if using the Sales for Outlook client. Sales LiteratureCreate, manage, and distribute a searchable library of sales and marketing materials, including brochures, white papers, and competitor information. Territory ManagementCreate territories for sales people, enabling them to manage and evaluate territory-based sales processes with workflow rules and reports. WorkflowInitiate, track and close sales opportunities consistently and efficiently with workflow rules that automate stages in the selling process. Customer ServiceMicrosoft Dynamics CRM Customer Service helps your service representatives track customer requests, manage support issues from initial contact through successful resolution, and provide customers with the consistent, efficient service that ensures satisfaction. Case ManagementCreate, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities. Contract ManagementCreate and maintain service contracts within Microsoft Dynamics CRM to help ensure accurate billing for support incidents. Each time a support case is resolved, relevant contract information is updated automatically. E-mail Management Including Auto-ResponsesMaintain accurate customer-related communication records with automated tracking of customer e-mail messages. Generate and send auto-response e-mail to customer requests. Note: Requires integration with Microsoft Exchange. Knowledge BaseResolve common support issues quickly by using a searchable knowledge base that contains relevant articles. Built-in review processes help ensure that published information is complete, correct and properly tagged for search. Product CatalogWork with a full-featured product catalog that includes support for complex pricing levels, units of measure, discounts, and pricing options: Product Catalog (Web):
Product List (Web):
Product Detail (Web):
QueuingSend cases to a queue, where they can be easily accessed by individuals and teams. ReportsUse comprehensive reporting tools to help identify common support issues, evaluate customer needs, track service processes, and measure service performance. Routing and WorkflowRoute service requests automatically to the appropriate representative or teams for resolution, escalation or reassignment. Service RequestsAutomatically associate incoming support inquiries with the appropriate case. Microsoft Dynamics CRM ReportsView, sort and filter a wide range of reports to identify trends, measure and forecast sales activities, track sales processes, and evaluate business performance. Integration with Microsoft Business SolutionsMicrosoft Dynamics CRM integrates easily with Microsoft Business Solutions, including key data mapping for accounts, contacts, product catalog, orders and price lists.
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