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Na2009 enus rm_in
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Na2009 enus rm_in
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Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
Na2009 enus rm_in
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  • 1. MICROSOFT DYNAMICS NAV 2009COURSE 50223: RELATIONSHIP MANAGEMENT INSTRUCTOR NOTES
  • 2. Last Revision: May 2009SpeedTeach cannot guarantee the accuracy of any information presented after the date of publication ofthis document.This document is for informational purposes only. SpeedTeach makes no warranties, as to theinformation of this document. Neither SpeedTeach a/s nor its affiliates are responsible for direct,incidental, considerable, indirect or related damages that result from using this document.Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rightsunder copyright, no part of this document may be reproduced, stored in or introduced into a retrievalsystem, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, orotherwise), or for any purpose, without the express written permission of SpeedTeach.SpeedTeach may have patents, patent applications, trademarks, copyrights, or other intellectual propertyrights covering subject matter in this document. Except as expressly provided in any written licenseagreement from SpeedTeach, the furnishing of this document does not give you any license to thesepatents, trademarks, copyrights, or other intellectual property.
  • 3. Table of Contents and Timeline ChartStart the Class 1Chapter 1: Relationship Management Overview 3Chapter 2: Relationship Management Setup 5Chapter 3: Working with Contacts 8Chapter 4: Campaigns and Segmentation 11Chapter 5: Interactions and Document Management 14Chapter 6: Task Management 17Chapter 7: Opportunity Management 20Chapter 8: Profiling and Classification 22Chapter 9: Multilanguage Salutation and Attachment 25Chapter 10: Quotation to Contacts 27Chapter 11: Document Archiving 29Chapter 12: Outlook Synchronization 31Conclusion 34 Page i
  • 4. Relationship ManagementTimeline Session Total Class Presentation 15.3 hours Chapter Description Minutes to Complete Page Chapter Number DAY ONE Introductions Presentation: 5 minutes 1 1 Relationship Management Overview Presentation: 30 minutes 3 Relationship Management Setup Presentation: 90 minutes 5 2 Working with Contacts Presentation: 120 minutes 8 Campaigns and Segmentation Presentation: 85 minutes 11 3 Interactions and Document Management Presentation: 90 minutes 14 Task Management Presentation: 60 minutes 17 DAY TWO 4 Opportunity Management Presentation: 85 minutes 20 Profiling and Classification Presentation: 60 minutes 22 5 Multilanguage Salutation and Attachment Presentation: 45 minutes 25 Quotation to Contacts Presentation: 45 minutes 27 Document Archiving Presentation: 45 minutes 29 6 Outlook Synchronization Presentation: 150 minutes 31 Conclusion Presentation: 5 minutes 34Page ii ** Intended for Instructor Preparation Only **
  • 5. Instructor NotesSTART THE CLASS Timeline Presentation: 10 minutes Required Materials Microsoft Dynamics® NAV 2009 Relationship Management slide deck Microsoft Dynamics® NAV 2009 Relationship Management ManualBefore the Class If you are using the Cronus database, ensure that you have a clean database installed. A clean database is required for the exercises to work correctly.Opening Section Display Microsoft Dynamics NAV 2009 Relationship Management slide 1 as students come into the room. Display slide 2. Introductions Introduce yourself to students. Display slide 3. General Information Tell about general information such as starting and ending time of the classes and facilities students can use. Display slide 4. Course Description Give the course description – goal, target audience, job descriptions. Ask students if they have any learning objectives not highlighted on the slide. If students voice objectives that are outside the scope of the class, you can try to get back to them if time permits. Write students’ objectives on a flip chart sheet in the room. Revise them during the class to ensure that all of the students’ learning objectives are met. Mention that the chapters contain instructional text on the different areas of the Relationship Management functionality. Each area includes theoretical parts to show how functionality works, as well as practical exercises. Display slide 5. Course Outline Give the overall outline of the course. Explain that the course consists of six Page 1
  • 6. Relationship Management sessions, each session contains one to three chapters of the manual.Page 2 ** Intended for Instructor Preparation Only **
  • 7. Instructor NotesCHAPTER 1: RELATIONSHIP MANAGEMENTOVERVIEW Chapter Overview The goals of this chapter are to: Define what Relationship Management is. Explain the Relationship Management functionality. Discuss selling points for Relationship Management. Timeline Presentation: 30 minutesHow to Teach This Chapter Display slide 6. Session 1 List the objectives of this session. Display slide 7. Relationship Management Overview Give a general idea of the Relationship Management functionality: Introduce Microsoft Dynamics NAV as an integrated environment for running any business. Describe the Relationship Management functionality as an important part of the program and describe the activities this area covers. Introduce students to the concept of Relationship Management. Describe the benefits of a Customer Relationship Management (CRM) component as an integral part of an Enterprise Resource Planning (ERP) system – Microsoft Dynamics NAV 2009. Discuss Relationship Management as of the tool that offers flexibility in managing communication with contacts and business partners. Display slide 8. RM Selling Points Give the main idea of the selling points for Relationship Management. Note that Relationship Management keeps all information about your contacts in one place, so there is no need to search through the whole Microsoft Dynamics NAV database. Mention that Relationship Management is customizable to meet specific needs, providing a competitive advantage to companies that Page 3
  • 8. Relationship Management use it. State that using Relationship Management is simple and straightforward. Point out that the solution can help a company centralize data.Page 4 ** Intended for Instructor Preparation Only **
  • 9. Instructor NotesCHAPTER 2: RELATIONSHIP MANAGEMENTSETUP Chapter Overview The goals of this chapter are to: Prepare Role Center for Relationship Management. Discuss the Marketing Setup window. Set up interactions for automatic recording. Set up synchronization of contacts with customers, vendors, and bank accounts. Review the consequences of synchronization. Set up and perform a search for contact duplicates. Timeline Presentation: 90 minutesHow to Teach this Chapter Display slide 9. Role Center Profile Setup Introduce students to profiles in the RoleTailored client. Point out that the Sales Manager profile is a default profile used in this course. Help students set the Sales Manager profile as a default one. Display slide 11. The Marketing Setup Window Discuss the Marketing Setup window. Point out seven FastTabs in this window that are used for setting up Relationship Management and describe their fields: Show the General FastTab. Discuss the ways of storing files that can be used as attachments to interaction templates. o Point out the two options: Embedded and Disk File. Explain what the index mode is. o Highlight the two ways of indexing information in Relationship Management: Automatic and Manual. Explain the difference between them. Show the Inheritance FastTab of the Marketing Setup window. Explain what inheritance is and what can be inherited in Relationship Management. Explain the defaults in Relationship Management and how to set them up. Page 5
  • 10. Relationship Management Describe number series used in Microsoft Dynamics NAV. Help students set up number series for contacts, campaigns, segments, to- dos, and opportunities. State that the Relationship Management application area allows the user to search for duplicate contacts, the contact duplicate search only applies to contact companies (and not to contact persons). o Explain the ways to search for duplicate contacts. o Explain how to set up the automatic search for duplicates. o Explain and show how to set up duplicate search string, referring to the example provided in the manual. Open the E-Mail Logging FastTab. State that in the Relationship Management application area it is possible to exchange e-mail messages with contacts, customers, vendors, and so on. It is possible to send and receive e-mail messages either from Microsoft Dynamics NAV or from Microsoft® Office Outlook®. o Explain how to set up the e-mail parameters. Highlight that they are available in the Classic version of Microsoft Dynamics NAV. Open the Synchronization FastTab. Describe what synchronization between contacts and customers, vendors, and/or bank accounts is. Explain how to set it up. Display slide 11. Points to Remember Explain students what important information must be taken into consideration when setting up Relationship Management. Display slide 12. Set Up Contact Synchronization Explain what synchronization in Relationship Management means: State that if some contacts are also customers, vendors, and/or bank accounts, it is possible to synchronize their contact cards with their customer cards, vendor cards, and/or bank account cards. o Help student set up synchronization between contacts and customers, vendors, and bank accounts. Describe the consequences of synchronization set up on this FastTab. Display slide 13. Automatically Recorded Interactions Automatically recorded interactions are set up in the Interaction Template Setup window. Discuss the following about interactions: Specify that the Relationship Management application area allows a company to record all the interactions with contacts, for example, meetings, phone calls, e-mail messages, printing sales orders. State that the program stores recorded interactions in the Interaction Log Entry window.Page 6 ** Intended for Instructor Preparation Only **
  • 11. Instructor Notes Note that the program can automatically record sales, purchase, and service documents that you create and print for your customers and vendors. Describe other cases when the program can automatically record an interaction. State what must be done for the program to record the interaction automatically.Display slide 14. Session 1 SummaryReview the key concepts. Ask students if they have any questions.Lab 2.1 - Set Up Salutation for a ContactSuggest that students perform Lab 2.1 in the training manual. Giveapproximately 10 minutes for this task. Provide assistance if requested.Test Your KnowledgeAs a home assignment for this chapter, suggest that students answer the questionsfrom the “Test Your Knowledge” section of chapter 2 and check their answers inthe “Solutions” section of that same chapter. Page 7
  • 12. Relationship ManagementCHAPTER 3: WORKING WITH CONTACTS Chapter Overview: The goals of this chapter are to: Set up mailing and industry groups for contacts. Set up business relations, job responsibilities, Web sources, and organizational levels for contacts. Discuss 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. Timeline Presentation: 90 minutesHow to Teach This Chapter Display slide 15. Session 2 List the objectives of this session. Display slide 16. Set Up Contact Parameters State that in Relationship Management it is possible to record as contacts all the external entities that the user has business relations with, for example, customers, prospective customers, vendors, lawyers, consultants, and so on. Explain in detail how to set up the following contact-related parameters: Mailing Groups Industry Groups Business Relations Web Sources Organizational LevelsPage 8 ** Intended for Instructor Preparation Only **
  • 13. Instructor Notes Job ResponsibilitiesDescribe how the parameters are used and how to assign them to contacts.Display slide 17. General Contact InformationOpen a contact card. Go into detail when explaining the general informationpresented on the General FastTab.Briefly mention what other FastTabs are meant for and the options that theyoffer.Display slide 18. Contact TypesHighlight three types of contacts that the user can create. Point out the differencebetween them when registering in the program.Display slide 19. Contact CompaniesExplain students how to create contact companies. Assign industry groups,business relations, and Web sources. Write comments.Lab 3.1 – Set Up a Contact CompanySuggest that students perform Lab 3.1 from the training manual. Giveapproximately 10 minutes for this task. Provide assistance if requested.Display slide 20. Contact PersonsProvide a general description of contact persons: Tell about contact people that the user can create. Help students create a contact person who works for a company that is already registered in the program. Assign job responsibilities to the contact. Explain how to view contacts that relate to a company registered in the program.Show how to register an independent contact person.Display slide 21. Operations with ContactsDescribe what actions can be performed on contacts: Explain and show how to link a contact to a customer, vendor, or bank account. Point out and the show how to find out whether a contact is already linked to any of them. Show how to learn if a customer, vendor, or bank account is already linked to a contact. Page 9
  • 14. Relationship Management Give an overview of the Contact Search feature. Briefly go over the names of the fields that can be found using this feature. Explain what a Blurry Key is and how it is possible to use it. Show how to set up the search parameters and briefly mention that it is possible to set up delimiters for the search. Show how to search for contacts from the main menu and use the system to compose search expressions. Show how to find contacts from the contact card or the contact list. Explain how it is possible to search for a contact while working with wizards. Demonstrate an example of searching for a contact. Briefly go over the search tips. Tell students about possibility to search for duplicate contacts. Show students how to search for duplicate contacts manually and how to handle duplicates. Lab 3.3 – Link a Contact Card to a Bank Account Card Suggest that students perform Lab 3.3 from the training manual. Give approximately 10 minutes for this task. Provide assistance if requested. Display slide 22. Contact Statistics and Reports Explain what information is stored on the Contact Statistics card. Explain what a contact report is and how it can be used. Discuss each of the five contact report types. Test Your Knowledge As a home assignment for this chapter, suggest that students accomplish Labs 3.2, 3.4, and 3.5 from the training manual, and answer the questions from the “Test Your Knowledge” section of chapter 3; check their answers in the “Solutions” section of the same chapter.Page 10 ** Intended for Instructor Preparation Only **
  • 15. Instructor NotesCHAPTER 4: CAMPAIGNS AND SEGMENTATION Chapter Overview: The goals of this chapter are to: Discuss 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 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. Timeline Presentation: 60 minutesHow to Teach This Chapter Display slide 23. Set Up Campaigns Introduce students to campaigns: Explain what a campaign is. State that it is possible to create campaigns for mailings and other types of interactions. Explain that these features are used to create and keep track of mass mailings and other interactions in connection with sales and marketing activities. o Explain how to set up campaign status codes. Open a campaign card and discuss the fields on the card. Show how to create an interaction linked to a campaign. o Note how to change the status of a campaign. Define campaign pricing. Page 11
  • 16. Relationship Management o Show how to create sales prices and sales line discounts for a campaign. Lab 4.1 – Plan a Campaign Suggest that students perform Lab 4.1 in the training manual. Give approximately 10 minutes for this task. Provide assistance if requested. Display slide 24. Create Segments and Interactions Explain what a segment is. Show how to create a segment and enter general information. State that it is possible to create an interaction for a segment and demonstrate an example of this. Display slide 25. Operations with Segments Inform students of operations that can be performed with segments: Show students how to add contacts to a segment and remove them from a segment. o State that the user can send documents to contacts added to a segment while logging it. Explain how to link a segment to a campaign. o Mention that this linkage is mandatory for being able to activate sales prices and sales line discount for a campaign. Lab 4.4 – Send a Letter to Contacts from a Segment Suggest that students perform Lab 4.4 in the training manual. Give approximately 10 minutes for this task. Provide assistance if requested. Display slide 26. Save and Reuse Segments Discuss how to save a segment and segmentation criteria. Show students how to use them when creating a new segment. Display slide 27. Campaigns Prices Highlight how to activate/deactivate sales prices and line discounts in a campaign. Show where this can be done. Explain to the students how to review a campaign while it is in progress. Discuss the fields in the Campaign Statistics window. Display slide 28. Session 2 Summary Review the key concepts. Ask students if they have any questions. Test Your KnowledgePage 12 ** Intended for Instructor Preparation Only **
  • 17. Instructor NotesAs a home assignment for this chapter, suggest that students accomplish Labs4.2, 4.3 and 4.5 from the training manual, and answer the questions from the“Test Your Knowledge” section of chapter 4; check their answers in the“Solutions” section of the same chapter. Page 13
  • 18. Relationship ManagementCHAPTER 5: INTERACTIONS AND DOCUMENTMANAGEMENT Chapter Overview: The goals of this chapter are 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. Timeline Presentation: 90 minutesHow to Teach This Chapter Display slide 29. Session 3 List the objectives of this session. Display slide 30. Set Up Interactions Point out the interaction parameters that must be set up: Explain what an interaction template is and what they are used for. o Explain in detail how to create and interaction template and assign an attachment to it. Discuss what an interaction group is and how to set it up. State that each group has an interaction template assigned to it. o Show an example of an interaction template. Mention that an interaction template can have an attachment assigned to it.Page 14 ** Intended for Instructor Preparation Only **
  • 19. Instructor Notes o Point out actions that can be taken on attachments: creating, importing, exporting, copying, deleting. Describe the possible document types for an attachment.Lab 5.1 – Create an Interaction Template with anAttachmentSuggest that students perform Lab 5.1 in the training manual. Giveapproximately 15 minutes for this task. Provide assistance if requested.Display slide 31. Create InteractionsTell students about the two ways of creating interactions: State that it is possible to create an interaction using the Create Interaction wizard. o Explain how to open the wizard and what mandatory information must be specified. o Go through the wizard steps and explain how to import an attachment. o Explain where to find a recorded interaction. Briefly mention about recording interaction automatically when a specific action is taken in the program.Display slide 32. Operations with InteractionsDescribe actions that can be taken on interactions: Tell about postponing an interaction while creating it and the reasons why it may be necessary. Mention that a postponed interaction can be finished any time later. o Show where postponed interactions can be found. State that you can postpone and resume creation of an interaction as many times as you need. State that a postponed interaction can be deleted.Lab 5.2 – Record an InteractionSuggest that students perform Lab 5.2 in the training manual. Giveapproximately 15 minutes for this task. Provide assistance if requested.Display slide 33. Calls and E-mailsStress on recording interactions for calls and e-mails: Explain how to record a phone call as an interaction in the program. Tell students about the two ways of sending an e-mail message to a contact: Page 15
  • 20. Relationship Management o Using the Create Mail wizard o Creating an interaction. Show how to send and receive an e-mail from Microsoft Dynamics NAV using Microsoft Office Outlook. Highlight that making phone calls and sending e-mail messages is possible to record as interactions only in the Classic version of Microsoft Dynamics NAV. Display slide 34. Automatically Recorded Interactions Discuss actions that make the program to record interactions: Tell about interactions that are recorded automatically by the program. List actions that lead to creating an interaction. Demonstrate one of the actions that make the program create an interaction log entry. Show the created log entry as a result of what you did. Display slide 35. Cancel and Delete Interactions List actions that can be taken on interactions: Point out that interactions created by the user can be canceled. Name the reasons for that. Canceled interactions can be deleted using the Delete Interaction Log Entries batch job. o Briefly mention about filters that may be specified in the batch job. Display slide 36. Interaction Statistics Tell about windows that can be used for viewing interaction statistics. Discuss what information the user can find in these windows. Test Your Knowledge As a home assignment for this chapter, suggest that students accomplish Lab 5.3 from the training manual, and answer the questions from the “Test Your Knowledge” section of chapter 5; check their answers in the “Solutions” section of the same chapter.Page 16 ** Intended for Instructor Preparation Only **
  • 21. Instructor NotesCHAPTER 6: TASK MANAGEMENT Chapter Overview: The goals of this chapter are to: Describe activities and to-dos. 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. Timeline Presentation: 60 minutesHow to Teach This Chapter Display slide 37. Teams and Activities Give information about teams: Describe what teams are. Demonstrate how to set up a team and assign salespeople to it. Give information about activities: Describe what activities are. Show how to set up an activity. o State that it is possible to assign large tasks composed of several to-dos to salespeople or teams. o Explain how to assign an activity and go through the process in the Assign Activity wizard. o Show how to assign activities to teams and salespeople. Display slide 38. Create and Delegate To-Dos Discuss creation and delegation of to-dos: Page 17
  • 22. Relationship Management Explain what a to-do is and who it can be created for. o Mention the place in the program where a to-do can be created from. o State that there are several types of to-dos, then list and explain each of them. o Go over the fields in the Create To-do wizard, pointing out which ones are mandatory and which are optional. o Explain the difference between the Blank or Phone Call to-do and the Meeting to-do. Give examples of how to create to-dos of both types. Discuss how to delegate a to-do. o Explain why it may be necessary to delegate a to-do. o Explain how to delegate a team to-do to a salesperson to-do and vice versa, and a salesperson to-do to another salesperson to-do. o Use an example to explain how to reassign a team to-do to another team. Lab 6.1 – Create a To-Do for a Salesperson Suggest that students perform Lab 6.1 in the training manual. Give approximately 15 minutes for this task. Provide assistance if requested. Display slide 39. Send E-mail Invitations Explain how meeting invitations can be sent to the meeting attendees. Demonstrate an example of sending an invitation from Microsoft Dynamics NAV. Lab 6.2 – Send E-Mail Meeting Invitations Suggest that students perform Lab 6.2 in the training manual. Give approximately 15 minutes for this task. Provide assistance if requested. Display slide 40. Close, Cancel and Delete To-Dos Explain how to mark a completed to-do as closed or canceled. Explain how to close a team to-do. Show how to delete a to-do. Display slide 41. To-Do Statistics Explain how to view to-do statistics and what information the user can view about to-dos. Tell about options that determine what the to-do matrix shows. Display slide 42. Session 3 Summary Review the key concepts. Ask students if they have any questions. Test Your KnowledgePage 18 ** Intended for Instructor Preparation Only **
  • 23. Instructor NotesAs a home assignment for this chapter, suggest that students answer the questionsfrom the “Test Your Knowledge” section of chapter 6; check their answers in the“Solutions” section of that same chapter. Page 19
  • 24. Relationship ManagementCHAPTER 7: OPPORTUNITY MANAGEMENT Chapter Overview: The goals of this chapter are to: Set up opportunities. Create opportunities. Update opportunities with the Update Opportunity wizard. Create to-dos for opportunities. Assign sales quotes to opportunities. Link opportunities to sales quotes. Create sales orders for opportunities. Close and delete opportunities. View opportunities statistics. Timeline Presentation: 60 minutesHow to Teach This Chapter Display slide 43. Session 4 List the objectives of this session. Display side 44. Set Up Opportunities Discuss opportunities: Explain what an opportunity is. Mention that prior to starting opportunity management the user must set up sales cycles and sales cycle stages. Explain in detail what a sales cycle and a sales cycle stage are and how to set them up. Mention how to set up close opportunity codes and default sales cycle codes. Explain how to create an opportunity, review the wizard steps and explain the fields in the wizard. o Show how to activate an opportunity. o Discuss the fields on the opportunity card. o Mention that it is possible to update an opportunity. o Show how this is done using the Update Opportunity wizard. Lab 7.1 – Set Up a Sales CyclePage 20 ** Intended for Instructor Preparation Only **
  • 25. Instructor NotesSuggest that students perform Lab 7.1 in the training manual. Giveapproximately 10 minutes for this task. Provide assistance if requested.Display slide 45. Operations with OpportunitiesDescribe what actions can be performed on opportunities: State that it is possible to create a to-do for an opportunity. Briefly mention how this is done through the Create To-do wizard. Add that it is possible to create sales quotes and orders for opportunities. Show how this can be done. Mention that a sales quote created for an opportunity can be converted into a sales order. Show how this can be done.Lab 7.3 – Make a Sales Order from a Sales QuoteSuggest that students perform Lab 7.3 in the training manual. Giveapproximately 10 minutes for this task. Provide assistance if requested.Display slide 46. Close and Delete OpportunitiesDiscuss closing and deleting opportunities with students, and mention aboutopportunity statistics: Explain that it is possible to close opportunities when the negotiations are over. o Explain that when closing an opportunity, the user can specify the reasons for closing it. To do this, the user must set up close opportunity codes. o Show the procedure for closing an opportunity. Also state that the user can delete opportunities, for example, after a deal has been concluded. o Follow the procedure for deleting an opportunity. State that opportunity statistics about can be viewed in a number of ways and from several different windows. o Show some of the ways in which this can be done. Focus on contact, campaign and salesperson statistics. o Briefly mention sales cycle stage statistics. Show the Opportunities Chart Pane and how it can be used.Test Your KnowledgeAs a home assignment for this chapter, suggest that students accomplish Lab 7.2from the training manual, and answer the questions from the “Test YourKnowledge” section of chapter 7; check their answers in the “Solutions” sectionof that same chapter. Page 21
  • 26. Relationship ManagementCHAPTER 8: PROFILING AND CLASSIFICATION Chapter Overview: The goals of this chapter are to: Describe profile questionnaires. Set up profile questionnaires. Update profile questionnaires. Explain automatic classification. Create contact rating. Enter contact profiles. Add contacts to segments using profile information. Test and print questionnaires. Timeline Presentation: 60 minutesHow to Teach This Chapter Display slide 47. Create Profile Provide information about profiles: Inform the students that it is possible to create questionnaires that provide profiles of contacts. Mention that these profiles are visible on the lines of the contact card, giving the user a quick overview of information about the contact. Go through the steps for setting up the profile questionnaires. o Note that once a line in the Profile Questionnaire Setup window is filled in with a question, one or more lines with answers to the question must be filled in. Show how to assign a profile questionnaire to a contact. Display the Contact Profile Answers window where the user can select answers that fit the selected contact. o Mention that if a question is not answered automatically by the program and no answers are selected in this window, the correct answers will not be displayed on the contact card for this contact. Lab 8.1 – Set Up a Profile Questionnaire Suggest that students perform Lab 8.1 in the training manual. GivePage 22 ** Intended for Instructor Preparation Only **
  • 27. Instructor Notesapproximately 10 minutes for this task. Provide assistance if requested.Display slide 48. Contact RatingDiscuss contact ratings: State that it is possible to create ratings for the contacts to be displayed on the contact card. Mention that a number of existing questions and answers can be used. Discuss two methods for creating ratings for the contacts. Describe the process for manually creating a contact rating. Stress that entering rating points manually is possible only in the Classic version of Microsoft Dynamics NAV.Display slide 49. Use Profile Information Discuss the usage of profile questionnaire information as a filter when adding contacts to a segment. Demonstrate where and how the user can specify a profile questionnaire when adding contacts to a segment. Display a segment with contacts added as a result of using profile questionnaire information.Display slide 50. Update Profile and View ReportsTell students how they can update profile and view reports: Explain that the program does not automatically update the classification of contacts. o To have the correct number of contacts recorded for each answer in the Profile Questionnaire Setup window, the user must regularly update the contact classification. This is done through the Update Contact Classification batch job. o Add that this batch job updates all the answers to the profile questions that are automatically answered by the program, based on contact data and information of a customer or a vendor that this contact is linked to. o Demonstrate how to update contact classification. Describe the process for printing a test report for profile questionnaires. Note that a test report lists information from each line of the Profile Questionnaire Setup window. Add that it is possible to print questionnaires to be distributed to contacts and returned to the salesperson. Page 23
  • 28. Relationship Management Describe the handouts report as well. Mention that it is possible to print the profile questionnaires and distribute them to the contacts with this report. Go through the procedure for printing this report. Lab 8.4 – Update Contact Classification and Print a Report Suggest that students perform Lab 8.4 in the training manual. Give approximately 10 minutes for this task. Provide assistance if requested. Display slide 51. Session 4 Summary Review the key concepts. Ask students if they have any questions. Test Your Knowledge As a home assignment for this chapter, suggest that students accomplish Labs 8.2 and 8.3 from the training material, and answer the questions from the “Test Your Knowledge” section of chapter 8; check their answers in the “Solutions” section of that same chapter.Page 24 ** Intended for Instructor Preparation Only **
  • 29. Instructor NotesCHAPTER 9: MULTILANGUAGE SALUTATION ANDATTACHMENT Chapter Overview: The goals of this chapter are 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. Timeline Presentation: 30 minutesHow to Teach This Chapter Display slide 52. Session 5 List the objectives of this session. Display slide 53. Set Up Multilanguage Formulas Describe the Multilanguage Salutation and Attachment feature: Mention that it allows the user to set up salutations in different languages and attach documents to these salutations in different languages. Add that when salutations are being set up, the program automatically selects the salutation in the language in which the customer or contact is set up. o This simplifies the user’s ability to send out a standard document to international customers of different nationalities. Introduce the Salutation Formulas Setup window. Mention that Salutation Formulas Setup window is used to set up various salutation formulas that are used when sending any kind of correspondence to contacts. Guide the students through the process of setting up the salutation formula. Lab 9.1 – Create Salutation Formulas Suggest that students perform Lab 9.1 in the training manual. Give Page 25
  • 30. Relationship Management approximately 10 minutes for this task. Provide assistance if requested. Display slide 54. Assign a Salutation Code State that when a contact is registered in the program, it is possible to select from different contact salutations depending on the contacts language, profession, gender, and so on. Add that a salutation code is assigned to the contact on the contact card. Describe the process for assigning the salutation code to a contact. Display slide 55. Multilanguage Attachments Introduce students to multilanguage attachments: State that during interaction with a contact, it is possible to send someone a document where you can insert a salutation that you want to use. Mention that sending documents is done though the Create Interaction wizard. o Go over the example of a Microsoft® Word document. Mention that it is possible to create a segment and use it for sending document in different languages to contacts added to this segment. o Demonstrate how to change a document language for one of the contacts added to the segment. Lab 9.2 – Send Multilanguage Documents to Contacts in a Segment Suggest that students perform Lab 9.2 in the training manual. Give approximately 15 minutes for this task. Provide assistance if requested. Test Your Knowledge As a home assignment for this chapter, suggest that students answer the questions from the “Test Your Knowledge” section of chapter 9; check their answers in the “Solutions” section of that same chapter.Page 26 ** Intended for Instructor Preparation Only **
  • 31. Instructor NotesCHAPTER 10: QUOTATION TO CONTACTS Chapter Overview: The goals of this chapter are to: Set up customer templates. Create a sales quote using contact and customer template information. Convert a sales quote to a sales order using contact and customer template information. Timeline Presentation: 30 minutesHow to Teach This Chapter Display slide 56. Customer Templates Introduce students to working with customer templates: State that it is possible to create sales, purchase, and service documents based on a contact instead of a customer. Note that the information from the contact record and customer template is necessary to create quotes. o Briefly mention what the Quotation to Contact feature allows the user to do. Highlight that prior to using customer templates, they must be set up. Guide students through the process of setting up the customer template. Describe the fields on the customer template card. Point out which fields are mandatory for filling in. o Show where the user can find all customer templates stored in the program. Lab 10.1 – Set Up Customer Template Suggest that students perform Lab 10.1 in the training manual. Give approximately 10 minutes for this task. Provide assistance if requested. Display slide 57. Create Quotes Discuss using contact and customer template information: Page 27
  • 32. Relationship Management State that at a certain stage in the sales cycle of the opportunity or when a contact is close to becoming a customer, it may be necessary to make a sales quote for the contact. Mention that if the contact is a customer, the program uses the customer information to create the quote. Highlight that if the contact involved in this opportunity is not yet a customer, the user can still create the quote. Discuss the situation when several customer templates are available for a quote. o Guide the students through the steps for creating a sales quote from the Opportunity List window. Mention that prior to creating the sales quote, a contact must be defined, the customer template must be set up, and an opportunity for the company must exist. Note that it is possible to make a sales quote directly in the Sales Quote window for a contact that has not yet become a customer. o Guide the students through the steps of creating a quote from the Sales Quote Window. Converting a quote into an order presumes linking a contact with a customer. State that if the contact is not linked to a customer when the user clicks Make Order, the program asks whether the user wants to convert the contact into a customer. Stress that the user must let the program convert a contact into a customer, otherwise a sales order will not be created. o Go through the steps for creating a sales order. Lab 10.2 – Create a Sales Quote and a Sales Order Suggest that students perform Lab 10.2 in the training manual. Give approximately 15 minutes for this task. Provide assistance if requested. Test Your Knowledge As a home assignment for this chapter, suggest that students answer the questions from the “Test Your Knowledge” section of chapter 10 and check their answers in the “Solutions” section of that same chapter.Page 28 ** Intended for Instructor Preparation Only **
  • 33. Instructor NotesCHAPTER 11: DOCUMENT ARCHIVING Chapter Overview: The goals of this chapter are 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 the archive. Timeline Presentation: 30 minutesHow to Teach This Chapter Display slide 58. Archive Sales Quotes Introduce students to creating an archive version of documents: State that the user can make the program create an interaction log entry every time a sales, purchase, and service document change their nature: being created, converted, or printed. Discuss saving an archive copy of a document before changing its nature. Describe the changes that take place while the document is being archived. o Tell about changing the number in the No. of Archived Versions field on the sales quote card. o Show the archive entry in the Sales List Archive window. o Mention about setting up automatic archiving of sales and purchase documents in the program. Point out that it is possible to print a sales quote and, in addition, perform both archiving a copy and creating an interaction log entry at the same time. Show the Log Interaction and Archive Document check boxes in the Sales – Quote window while printing a quote. o Add that in case of printing, a log entry appears in the Interaction Log Entry window for the contact and salesperson involved in the sales quote. Page 29
  • 34. Relationship Management Explain that if a copy of a document was archived, the document can be rolled back to a previous version. o Mention the two ways of restoring a quote: from the interaction log entries created for a contact or salesperson and from the sales quote card. Mention that if a sales quote was archived, converted into an order, and the order was posted, the user will not be able to restore a quote – the program will display an error message. Lab 11.1 – Issue a Quote to a Contact Suggest that students perform Lab 11.1 in the training manual. Give approximately 10 minutes for this task. Provide assistance if requested. Lab 11.2 – Restore the Quote Suggest that students perform Lab 11.2 in the training manual. Give approximately 10 minutes for this task. Provide assistance if requested. Display slide 59. Archive Sales Orders Tell about archiving sales orders: Mention that the procedure of archiving and restoring a sales order is similar to that for a sales quote. o Tell about changes that take place while archiving a document. State that when an order is sent for confirmation, the user can make the program create an interaction log entry for this document and save an archive copy for future reference. o Mention the Archive Document and Log Interaction check boxes in the Order Confirmation window. o Mention that in case of printing, a log entry is created for the contact in the Interaction Log Entries window. Briefly describe how to restore a sales order from the archive. o Mention the two ways of restoring a sales order: from the interaction log entries created for a contact or salesperson and from the sales order card. Display slide 60. Session 5 Summary Review the key concepts. Ask students if they have any questions. Test Your Knowledge As a home assignment for this chapter, suggest that students answer the questions from the “Test Your Knowledge” section of chapter 11; check their answers in the “Solutions” section of that same chapter.Page 30 ** Intended for Instructor Preparation Only **
  • 35. Instructor NotesCHAPTER 12: OUTLOOK SYNCHRONIZATION Chapter Overview: The goals of this chapter are to: Define Outlook Synchronization concepts. Set up Outlook Synchronization on the Microsoft Dynamics® NAV side. Describe synchronization. Set up levels of synchronization. Explain 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. Review specifics of successful work with Outlook Synchronization. Timeline Presentation: 150 minutesHow to Teach This Chapter Display slide 61. Session 6 List the objectives of this session. Display slide 62. Synchronization Entities Explain why Outlook Synchronization is important in today’s business environment. o Briefly go over the tasks that can be carried out using the Outlook Synchronization functionality. Explain what a synchronization entity is. Define synchronization entities both on the Microsoft Dynamics NAV and Microsoft office Outlook sides. Display slide 63. Synchronization Levels Discuss levels of synchronization and synchronization user: State that there are two levels of synchronization. Page 31
  • 36. Relationship Management o Describe each level with examples. o In the program, show how to set up each level. Point out setting up a synchronization user. Mention that after defining a synchronization user and synchronization entities, it is necessary to register synchronization entities in the program. o Show the Outlook Synch. Change Log Set. batch job. Display slide 64. Synchronization User Roles State what synchronization user roles are used in Outlook Synchronization. Describe what each role is capable of. Stress that all actions that relate to setting synchronization entities and synchronization entities on the Microsoft Dynamics NAV side can be fulfilled only by a power user or an administrator. Lab 12.1 – Map the Customer Table to Outlook Contact Item Suggest that students perform Lab 12.1 in the training manual. Give approximately 20 minutes for this task. Provide assistance if requested. Display slide 65. Synchronization Add-in Discuss Synchronization Add-in on the Outlook side: Define what must be done on the Microsoft Office Outlook side to get ready for Outlook Synchronization. Discuss the Microsoft Dynamics NAV Synchronization Add-in that is installed on the Microsoft Office Outlook side. Mention about the Microsoft Dynamics NAV Synchronization toolbar and the Settings window. o Point out that these two tools are used for controlling and managing the synchronization process. Display slide 66. Outlook Synchronization Toolbar Show the Microsoft Dynamics NAV Synchronization toolbar in Microsoft Office Outlook. Explain the purpose of each of four buttons on the toolbar. Display slide 67. The Settings Window Discuss the Settings window: Describe the four tabs the window contains.Page 32 ** Intended for Instructor Preparation Only **
  • 37. Instructor Notes o Discuss the options on each tab. Set up synchronization on the Microsoft Office Outlook side. o Mention about the two ways of running synchronization: automatically and manually. Discuss the synchronization process. Run synchronization manually.Display slide 68. Synchronization Errors and ConflictsPoint out that if synchronization errors or conflicts occur, they can be viewed inthe Troubleshooting window.Describe the content of two tabs in this window. Provide clues about how toresolve conflicts and errors.Lab 12.3 – Resolve Synchronization ConflictsSuggest that students perform Lab 12.3 in the training manual. Giveapproximately 15 minutes for this task. Provide assistance if requested.Display slide 69. Session 12 SummaryReview the key concepts. Ask student if they have any questions.Test Your KnowledgeAs a home assignment for this chapter, suggest that students accomplish Lab 12.2from the training material, and answer the questions from the “Test YourKnowledge” section of chapter 12 and check their answers in the “Solutions”section of that same chapter. Page 33
  • 38. Relationship ManagementCONCLUSION Chapter Overview The goal of this chapter is to review the key points that have been covered in this class. Timeline Presentation: 5 minutesHow to Teach this Chapter Display slide 70: Course Summary This is the end of the course. Review the list of key points with students. Have everyone review their list of objectives. Display slide 71: Questions and Answers Encourage students to ask questions if they have any.Page 34 ** Intended for Instructor Preparation Only **

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