About this course

Course type Specialist
Course code F1062
Duration 5 Days

This course provides both an introduction to Microsoft Dynamics CRM 2013 and provides delegates with the skills and knowledge to personalise Microsoft Dynamics CRM 2013.

Target Audience:

The course is intended for individuals that plan to implement, deploy, use, maintain, consult or support Microsoft Dynamics CRM 2013 in their organisation. Now includes selected marketing content.

Microsoft recommends this course in preparation for the following exams:

  • Microsoft Dynamics CRM 2013 Applications Specialist
  • MB2700:Microsoft Dynamics CRM 2013 Applications
  • Microsoft Dynamics Customisation and Configuration in CRM 2013 Specialist
  • MB2703:Microsoft Dynamics CRM 2013

Prerequisites

  • General knowledge of Microsoft Windows
  • General knowledge of Microsoft Office
  • Delegates do not need a prior understanding of Customer Relationship Management solution processes and practices

Delegates will learn how to

After completing this course you will be able to:

  • use the Microsoft Dynamics CRM user interface and application terminology
  • develop basic and advanced navigation and record maintenance
  • create marketing campaigns
  • create and maintain account, contact, and activity record management
  • schedule, administer, and define services
  • use the sales functionality
  • configure an organisational structure within Microsoft Dynamics CRM
  • import and export customisations
  • customise database entities and attributes
  • customise entity relationships and mappings

Outline

Module 1: Microsoft Dynamics CRM Concepts

  • Microsoft Dynamics CRM functionality
  • Microsoft Dynamics CRM clients
  • Microsoft Dynamics CRM records
  • Application navigation

Module 2: Working with the Application

  • Customer records
  • Addresses
  • Personal options

Module 3: Introduction to Sales Management

  • Customer Scenarios
  • Basic Record Types

Module 4: Lead Management

  • Lead to Opportunity Process Form and Process Ribbon
  • Convert Activity Records to Leads
  • Qualifying and Disqualifying Leads
  • Create, Maintain, and Use Sales Literature
  • Create, Maintain, and Use Competitors
  • Lab: Create and Disqualify a Lead
  • Create a New Lead Record
  • Disqualify the Lead Record

Module 5: Working with Opportunity Records

  • Create Opportunities and Work with Opportunity Form
  • Changing Opportunity Status
  • Lab: Managing Sales Opportunities

Module 6: Working with the Product Catalog

  • The Dynamics CRM Product Catalog
  • Unit Groups
  • Adding and Maintaining Products
  • Creating, Maintaining and Using Price Lists
  • Currency Management
  • Creating a Price List
  • Lab: Managing Price List Items
  • Create a Test Opportunity Record, and Add a Price List
  • Lab: Managing the Product Catalog
  • Create Currency
  • Create a Unit Group associated with the Currency
  • Create a Product
  • Create a Price List and Price List Item Tied to the Currency

Module 7: Sales Order Processing

  • Adding Line Items (Opportunity Products) to Opportunities
  • Quote Management
  • Working with Orders
  • Working with Invoices
  • Lab: Sales Order Process

Module 8: Metrics and Goals

  • Configuring Goal Metrics & Fiscal Periods
  • Creating and Assigning Goal Records
  • Creating and Recalculating Parent and Child Goal Records
  • Creating a Rollup Query
  • Lab: Goal Management for Individuals
  • Implement a Goal Metric

Module 9: Sales Analysis

  • Running Built-in Reports
  • Exporting Sales Information to Excel
  • Working with Charts and Dashboards
  • Working with System Charts from the Opportunity List
  • Working with Dashboards
  • Create a New Dashboard in the Workplace
  • Sharing deshboards, Charts and Advanced Find Queries
  • Lab: Create a New Sales Dashboard
  • Create an advanced find query
  • Create a chart
  • Create a dashboard, and add the advanced find query and chart to it, then share

Module 10: Introduction to Customer Service

  • Customer Scenarios
  • Customer Service Entities and Record Types

Module 11: Cases

  • Creating Case Records
  • Understanding the Process Ribbon and Menu Options
  • Case Resolution, Canceling and Deleting
  • Assigning Case Records
  • Other Actions on Cases From Forms and Views
  • Working with the Subject Tree
  • Working with the Case List and Views
  • Lab: Case Resolution Processing
  • Create a case
  • Associate a phone call with the case
  • Resolve the case

Module 12: Knowledge Base

  • Article Templates
  • Creating, Approving and Publishing Articles
  • Using and Searching the Knowledge Base
  • Cases and Knowledge Base Articles
  • Sending Knowledge Base Articles
  • Lab: Managing Knowledge Base Articles
  • Create, Submit, and Publish a Knowledge Base Article

Module 13: Queue Management

  • Queue Management
  • Lab: Create and Manage Queues
  • Create a New Public Queue for Incoming Questions

Module 14: Contracts

  • Contracts and Contract Templates
  • Creating and Working with Contracts
  • Using Contracts with Cases
  • Lab: Resolving a Case with a Contract
  • Create a Contract Template
  • Create a Contract using a Contract Template
  • Open a case and associate a contract
  • Create and Close an Appointment Activity a With the Case
  • Resolve the Case

Module 15: Analysis, Reports and Goals

  • Customer Service Reports
  • Customer Service Charts and Dashboards
  • Customer Service Goals and Metrics
  • Lab: Goals and Goal Metrics
  • Modify a Goal Metric to Include in-Progress Cases

Module 16: Service Scheduling

  • Service Scheduling Scenarios
  • Service Scheduling Terminology
  • Service Scheduling Process
  • Resources, Services and Selection Rules
  • Include Customer Preferences
  • Understand Sites and Same-Site Requirements
  • Manage Business Closures
  • Explain the Service Activity Scheduling Engine
  • Working with Service Activities and the Service Calendar
  • Close, Cancel, or Reschedule a Service Activity
  • Lab: Schedule a Service by Using a Same-Site Requirement
  • Create a Service Activity based on a Same-Site Requirement Service

Module 17: Introduction to Customizing Microsoft Dynamics CRM 2013

  • Customization or Development?
  • Microsoft Dynamics CRM Solutions
  • Introduction to Entity Customization
  • Lab: Create a Solution and publisher

Module 18: Building a Security Model in Microsoft Dynamics CRM 2013

  • Introduction to Business Units
  • Overview of Security Roles
  • User Management Overview
  • Team Management Overview
  • Teams and Sharing
  • Manage Security Roles for Users and Teams
  • Lab: Configure Security Roles
  • Lab: Configure User Access

Module 19: Customizing Entities

  • Entity Customization Concepts
  • Create a Custom Entity
  • Additional Entity Properties
  • Modifying the Configuration of an Entity
  • Lab: Create Custom Entities
  • Lab: Create a Custom Activity Entity

Module 20: Customizing Fields

  • Field Data Types
  • Field Display Formats
  • Field Properties
  • Customize Existing Fields
  • Configure Option Sets
  • Status and Status Reason Fields
  • Delete Fields
  • Lab: Create and Modify a Global Option Set

Module 21: Managing Relationships

  • Types of Entity Relationships
  • Create Entity Relationships
  • 1:N Relationship Behaviour
  • Field Mappings in 1:N Relationships
  • Connections and Connection Roles
  • Lab: Create New Relationships
  • Lab: Customize Relationship Mappings

Module 22: Customizing Forms

  • Form Customization Overview
  • Create and Modify Forms
  • Quick Create and Quick View Forms
  • Manage Multiple Forms
  • Mobile Clients
  • Lab: Modify Form Layout and Add Fields
  • Lab: Create a Role-Based Form for the Competitor entity

Module 23: Configuring Business Rules

  • Configure Business Rules
  • Lab: Create a Business Rule

Module 24: Customizing Views

  • View Customization Concepts
  • System Views
  • Create Custom Views
  • Remove Unwanted Views
  • Lab : Modify a Quick Find View
  • Lab : Create Custom Views

Module 25: Customizing Charts and Dashboards

  • Create and Modify Charts
  • Export and Import Charts
  • Create and Modify Dashboards
  • Lab : Create a Custom Chart
  • Lab : Create a Dashboard

Module 26: Additional Security Options

  • Field Security
  • Access Team Templates
  • Auditing Overview
  • Lab : Configure Field Security
  • Lab : Create and Configure an Access Team Template

Module 27: Business Process Flows

  • Business Process Flows
  • Lab : Create a Multi-Entity Business Process Flow

Module 28: Introduction to Marketing Automation

  • SELECTED CONTENT COVERING MICROSOFT DYNAMICS CRM 2013 MARKETING WILL BE ADDED TO DAY ONE OF THIS FAST TRACK COURSE
  • Benefits of Closed Loop Marketing
  • Creating and Using Marketing Lists
  • Marketing Campaigns and Quick Campaigns
  • Quick Campaigns
  • Introduction to Marketing Campaigns
  • Creating a Marketing Campaign
  • Creating and Using Campaign Templates
  • Importing Leads
Specialist Course

5 Days

Duration
Microsoft Dynamics
Delivery Method

Delivery method

Classroom

Face-to-face learning in the comfort of our quality nationwide centres, with free refreshments and Wi-Fi.

Find dates and prices

Online booking is currently not available for this course, to find out more please call us on 0345 074 7998 or email us at info@qa.com to discuss how we can help.

Trusted, awarded and accredited

Fully accredited to ensure we provide the highest possible standards in learning

All third party trademark rights acknowledged.