Appendix B: Lab Solutions
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APPENDIX B: LAB SOLUTIONS
Lab 1.1−Microsoft CRM Modules
Answers
Scenario
Module
Create a customer assistance
policy
c. Service Management
Create target customer lists
b. Marketing Automation
Service Activities calendar
d. Service Scheduling
Manage and track
communications between
salespeople and customers.
a. Sales Management
Plan and execute campaigns
b. Marketing Automation
Call routing and assignment
and queue management
c. Service Management
Prospect and qualify leads
a. Sales Management
Lab 1.2−Working with Records
Step-by-Step
Follow these steps to create the Account Record:
1. In the Navigation Pane select Accounts.
2. Click New.
3. On the General Tab, type the Company name Contoso, Ltd. and
Telephone: 555-4567.
4. Click the Addresses Tab, complete the City: Dallas, and
State/Province: Texas
5. Click Save.
Microsoft CRM Service Management
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Follow these steps to create the new Contact Records:
6. Click the lookup button for Primary Contact. Click New to create a
new contact record. Complete the First Name and Last Name fields
for Christian Hess and click OK.
7. Click OK to return to the Account form.
8. Double click on Christian Hess' name in the Primary Account field
and complete the field Job Title: Purchasing Manager.
9. Click Save and Close to close the Contact record.
10. From the Actions menu select Add Related Contact.
11. Enter the information for Bobby Moore. His job title is Service
Manager.
12. Click the Notes tab. Type the text for the note: Bobby Moore is an
avid golfer.
13. Click Save and Close.
Lab 1.3−Accounts and Contacts
Answers
Scenario
Record Type
A Microsoft® CRM user will be
working with the legal consul
regarding some upcoming deals
and would like to put the
information for the company
lawyer in the CRM system.
d. Contact
A Microsoft CRM user has
established a relationship with a
new company that they have not
done business with before.
a. Account
A Micro