Microsoft Dynamics CRM 2011/2013 Course

Introduction to Microsoft Dynamics CRM 2013

• Dynamics CRM Overview

• Working with Dynamics CRM

• Processes and Scenarios

• Working with Data

Microsoft Dynamics CRM 2013 Installation Deployment

• Plan the Microsoft Dynamics CRM Installation

• Install and Deploy Microsoft Dynamics CRM Server

• Configure Microsoft Dynamics CRM

• Configure and Manage Email Router

• Install and Deploy the Microsoft Dynamics CRM Client for Microsoft Outlook

• Upgrade a Microsoft Dynamics CRM Edition and Redeploy Microsoft Dynamics CRM

• Manage and Troubleshoot a Microsoft Dynamics CRM Deployment

• Deployment Management

• Report Manager

• Language Pack installation

Microsoft Dynamics CRM 2013 Application

• Manage Service Cases

• Manage the Knowledge Base

• Manage Queues and Contracts

• Manage Service Scheduling

• Manage Leads and Opportunities

• Manage Sales

• Manage Analysis and Reporting Features

Sales Management in Microsoft Dynamics CRM 2013

• Understand the context of Sales Management and review real-life sales scenarios

• Identify how the various elements of the Microsoft Dynamics CRM 2013 Sales fit together

• Review the basic terminology used throughout the application.

• Review how the basic flow of sales activity in Microsoft Dynamics CRM begins with the entry of leads, and review ways to manage leads in Microsoft Dynamics CRM

• Identify the role of leads, and when they can be used

• Know the Lead to Opportunity process and the roles of these records.

• Work with Sales Literature in Microsoft Dynamics CRM.

• Explore the steps to create and maintain Competitors.

• Identify the features and benefits of the product catalog.

• Create and maintain unit groups for the product catalog.

• Add products to the product catalog, and describe the use of kit products and substitute products.

• Create price lists and configure as appropriate for different customers, marketing campaigns and special offers.

• Set up different price lists for different types of customers and marketing campaigns

• Utilize the tools to available within Microsoft Dynamics CRM to capture important sales information and uncover new business opportunities.

• Identify how Goal Management enables organizations to manage and analyze performance.

• Use the Sales Analysis tools that Microsoft Dynamics CRM provides analyze and report on sales-related information

Customer Service in Microsoft Dynamics CRM 2013

• Identify the key set of terms, phrases and elements to effectively work with Customer Service Scenarios and Terminology

• Recognize why cases are the fundamental record type in service management, and represent a single incident of service.

• Use Queues to organize and store Activities and Cases that are waiting to be processed.

• Effectively search the Knowledge Base to access a repository of informational articles used to assist customer service representatives in the resolution of cases.

• Utilize Contract Management to specify the amount of support services a customer is entitled to.

• Use reporting functionality to gain insight into trends, performance, and identifying opportunities and potential issues.

• Practice Goal Management features to establish and track progress against target values for key performance indicators.

• Use the Service scheduling functionality and how it is designed to assist organizations when providing services that require complex combinations of resources.

Microsoft Dynamics CRM 2013 Customization and Configuration

• Create and Customize Solutions

• Customize Entities and Entity Relationships

• Customize Fields

• Manage Forms

• Manage Views

• Create and Customize Charts and Dashboards

• Manage Security

• Manage Business Processes and Rules

• Design and implement strategies for the creation of Business Units and Security Roles

• Configure Microsoft Dynamics CRM Users and Teams

• Describe the principles of customizing the system

• Create and configure fields for both custom and system entities

• Create and configure custom entities, including standard and activity entities

• Design, create and configure relationships between entities

• Create and configure Views, Charts and Forms for both system and custom entities

• Implement Field Security and Access Team Templates in Microsoft Dynamics CRM

• Design, create and configure Solutions in Microsoft Dynamics CRM

• Design, create and configure Business Rules and Business Process Flows to guide users through their work

Integration with Microsoft Dynamics CRM 2013

• Asp. Net Integration with MS CRM 2013

• Share Point Integration with MS CRM 2013

• SSIS Integration with MS CRM 2013

• SSRS Integration with MS CRM 2013

• Portal Integration with MS CRM 2013

• Outlook Offline Client Integration with MS CRM 2013

• Data Migration with MS CRM 2013

Extending Microsoft Dynamics CRM

• Planning the Deployment of Microsoft Dynamics CRM

• Performing Common Platform Operations (CURD) Server Side C# .Net

• Performing Common Platform Operations (CURD) Client Side JavaScript

• Performing Advanced Platform Operations

• Implementing Business Processes

• Creating Plug-ins

• Workflows

• Dialogs

• Implementing Business Rules

• Implementing Application Events

• Implementing Web Resources