MICROSOFT DYNAMICS CRM

INSTRUCTIONS

1. Open Microsoft Outlook

2. Select > CRM from the top menu bar

3. When answering a new phone call Select >Phone call from the top menu bar

4. A new window >Phone Call New will open

5. Type your notes from the call into

>Enter a note

6. Enter caller’s name, address, phone no, post code and details of what the call is about

7. If you have TRANSFERRED THE CALL continue to no. 8

8. If Emailing go to no.13

9. Select the drop down box next to >Sender

10. A new window will pop up > Look up Record

11. Check the drop down box next to > Look for. This should read Contact if not click on drop down box and change to >Contact

12. Click in the > Search box (search for record) and type in the callers name, phone number or Email address. Click on >Magnifying glass

13. If the person’s name is in the system it will appear, tick the corresponding box and click Properties and if details are matching click OK. You have now finished and you are now ready to take a new call

14. If the caller’s name and details are not on the list or not matching with existing, click > New

15. Fill out all the contact

details, post code, if course enquiry, gender, which course calling about etc. Click > Save & Close

• If the caller is already included on

the CRM and enquiring about a new course: – Select ”Area of Interest”

based on the course that they are enquiring about

– Ask the caller “How did you hear about us?” and select the appropriate option

– Ask the caller for their postcode (if it’s not already entered)

• If the caller is new and not already

on the CRM and enquiring about a new course: – Select “Area of Interest”

based on the course that they are enquiring about

– Ask the caller “How did you hear about us?” and select the appropriate option

– Ask the caller for their postcode

16. If sending an Email

Click on > New Email.

17. Copy and paste your notes into the new email.

18. Once copied and pasted, address. Click on > Set Regarding

19. A drop down box will appear, Click on > Contact a new window will open

20. Type in the person’s name, phone no. or email address in and click on > Magnifying glass. This will search the CRM database for any record of entered details

21. Click on the person’s name (it will be there as you have just added them) and choose the record you want and click ok