About this course

Course type Performance Plus
Course code QACRMFT5
Duration 5 Days

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

Target Audience: The course is intended for individuals that plan to implement, deploy, use, maintain, consult or support Microsoft Dynamics CRM in their organisation. Includes selected marketing and What's New content.

Prerequisites

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

Please note: Before attending this class delegates must have a Microsoft account (signing up one is free). The instructions on how to set up a Microsoft account can be found here.

Delegates will learn how 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 Bar
  • 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
  • Sales Product Taxonomy
  • 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 dashboards, 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 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: What's New in Sales and Customer Service

  • Enhanced Business Processes.
  • Enhanced Business Rules
  • Hierarchy Visualization
  • Search improvements
  • Enhanced Mobile Sales
  • SLA Enhancements

Module 18: Introduction to Customizing Microsoft Dynamics CRM 2015

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

Module 19: Building a Security Model in Microsoft Dynamics CRM 2015

  • 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 20: 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 21: Customizing Fields

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

Module 22: 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 23: 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 24: Configuring Business Rules

  • Configure Conditions, Actions & Branching Logic
  • Lab: Create a Business Rule

Module 25: Customizing Views

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

Module 26: 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 27: Additional Security Options

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

Module 28: Business Process Flows

  • Configure Stages, Steps, Required Fields & Branching Logic
  • Lab : Create a Multi-Entity Business Process Flow

Performance Plus

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.

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