80421 Sales and Marketing in Microsoft Dynamics AX 2012


Students will gain the knowledge and skills to set up and use the CRM functionality in the Sales and Marketing module for Microsoft Dynamics AX 2012


After completing this course, students will be able to:
  • Understand the basic theory of customer relationship management.
  • Understand CRM-based elements.
  • Gain an overview of the various parts of the Sales and Marketing module.
  • Set up number sequencing information for CRM. - Set up relation type for prospects. - Set up transaction logging for CRM.
  • Reflect the sales organization by creating sales units.
  • Define sales targets for the sales unit and sales personnel.
  • Describe the graphical view that management statistics provides.
  • Define prospects.
  • Set up the categorizations to use the prospects functionality correctly.
  • Create and maintain prospects.
  • Define and assign responsibilities.
  • Create and maintain contact persons connected to prospects.
  • Create and maintain activities for prospects and contact persons.
  • Set up the telemarketing and default values.
  • Create and work with call lists.
  • Execute a telemarketing initiative.
  • Create and maintain campaigns.
  • Distribute campaign responsibilities.
  • Delete an intercompany order chain.
  • Define process definitions.
  • Create a lead.
  • Qualify a lead.
  • Create an opportunity.
  • Create a Competitor record.
  • Create a case.
  • Add actions to a case.
  • Create a knowledge article.
  • Work with document handling in Microsoft Dynamics AX's Sales and Marketing module- Work with mailing lists.
  • Set up and maintain synchronization between the Microsoft Dynamics AX Sales and Marketing module and Microsoft Outlook. - Setup the Computer Telephone Integration system


This course is intended for IT professionals who have a moderate understanding of the Microsoft Dynamics AX 2012 Sales and Marketing module. This course targets those IT professionals who are responsible to set up CRM processes throughout the customer’s sales process. Customers with a basic knowledge of their own CRM processes are preferred.



  • Overview
  • Customer Relationship Management
  • The Customer
  • Sales and Marketing and CRM

Sales and Marketing Setup

  • Overview and Scenario
  • Sales and Marketing Module Setup
  • Transaction Log
  • Lab : Set Up CRM Module

Sales Management

  • Overview and Scenario
  • The Sales Unit
  • Sales Targets
  • Management Statistics
  • Lab : Creating Sales Units and Targets


  • Overview and Scenario
  • The Prospect
  • Segmentation and Categorization
  • Prospect Maintenance
  • Lab : Create New Prospects

Contact Activities and Responsibilities

  • • Overview and Scenario
  • Defining Responsibilities
  • Contact Information
  • Activities
  • Lab : Create Contacts
  • Lab : Creating an Activity


  • Overview and Scenario
  • Telemarketing Setup
  • Creating Call Lists
  • Telemarketing Maintenance
  • Lab : Create a Call List


  • Overview and Scenario
  • Campaign Maintenance

Leads and Opportunities

  • Overview
  • Process Definitions
  • Leads
  • Opportunities
  • Lab : Qualify and Convert a Lead to an Opportunity

Case Management

  • Overview
  • Setup
  • Working with Cases
  • Knowledge Articles
  • Case Management Examples

Common Tools Setup

  • Overview and Scenario
  • Document Management Setup
  • Mailing Lists and Merge Files
  • Microsoft Dynamics AX and Outlook Synchronization
  • Computer Telephone Integration

Training providers

Teaching mode:
Classroom - Instructor Led
Online - Instructor Led
Duration: 2 days
Teaching mode: Classroom - Instructor Led
Duration: 2 days
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Top skills covered in this course

Microsoft Dynamics AX
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Customer relationship management
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