Course Description
This 5-day package consists of three Dynamics CRM 2013 courses, that maps to the following two Dynamics CRM 2013 certifications:
- Microsoft Specialist: Dynamics CRM 2013 Applications
- Microsoft Specialist: Dynamics CRM 2013 Customization and Configuration
The first course, 80545, focuses on how an organization can nurture
customer satisfaction through automation of business processes within
Microsoft Dynamics CRM 2013. This course provides an insight into all of
the powerful Customer Service and Service Scheduling functionality
capabilities within Microsoft Dynamics CRM 2013.
Course 80546 introduces the capabilities of Sales Management in
Microsoft Dynamics CRM 2013 that allow you to track and manage the sales
process from potential to close. This course provides insight on sales
process information, and introduces the tools available to analyze and
report on sales information.
Lastly, course 80542 describes the techniques required to customize
Microsoft Dynamics CRM to meet the specialized needs of businesses. The
topics covered include security; creation and configuration of entities;
design of forms views and charts; auditing and solutions. The course
describes each topic and how each topic relates to the other topics to
produce a full configured, effective solution.
Target Audience
This training is intended for both novice and experienced customizers
of Microsoft Dynamics CRM who are familiar with the end-user principles
of the software. No programming skills are required, but a basic
understanding of database principles will be an advantage.
Why You Should Take the Microsoft Dynamics CRM 2013
Benefits of Certification
For IT professionals, certification is a
third party validation of your skills, that helps distinguish you from
your peers. Beyond demonstrating a level of competency and proficiency,
certification proves that you are committed to your cause and that
you’ve invested the time and money to prove it. Holding a certification
also makes you a more valuable employee, and often results in raises,
promotions, and a better career.
For organizations, certifications identify
the credentials that can be used to hire the right employee. Having
certified employees also increases sales for the organization by proving
to prospective clients that the organization has the skills to support
its claims.
What’s Included
We take care of all logistics for you, so you can concentrate on
learning, acquiring skills and getting certified. We provide
instructors, books, computer equipment and software in a comfortable
learning environment for most training.
This training combines and covers materials from the following courses
80545: Customer Service in Microsoft Dynamics CRM 2013 (1 day)
Course Objectives
- 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.
Course Outline
Module 1: Introduction
Customer Scenarios
Customer Service Entities and Record Types
Module 2: 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 3: 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 4: Queue Management
Queue Management
Lab: Create and Manage Queues
Create a New Public Queue for Incoming Questions
Module 5: 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 6: 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 7: 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
80546: Sales Management in Microsoft Dynamics CRM 2013 (1 day)
Course Objectives
- 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
Course Outline
Module 1: Introduction to Sales Management
Customer Scenarios
Basic Record Types
Module 2: 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 3: Working with Opportunity Records
Create Opportunities and Work with Opportunity Form
Changing Opportunity Status
Lab: Managing Sales Opportunities
Module 4: Working with the Product Catalog
The Microsoft 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 5: Sales Order Processing
Adding Line Items (Opportunity Products) to Opportunities
Quote Management
Working with Orders
Working with Invoices
Lab: Sales Order Process
Module 6: Metrics and Goals
Configuring Goal Metrics
Configuring 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 7: 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 Personal, Sales Dashboard
Create an advanced find query
Create a chart.
Create a dashboard, and add the advanced find query and chart to it.
Share the dashboard.
80542: Customization and Configuration in Microsoft Dynamics CRM 2013 (3 days)
Course Objectives
- 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
Course Outline
Module 1: 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 2: 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 3: 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 4: 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 5: Managing Relationships
Types of Entity Relationships
Create Entity Relationships
1:N Relationship Behavior
Field Mappings in 1:N Relationships
Connections and Connection Roles
Lab: Create New Relationships
Lab: Customize Relationship Mappings
Module 6: 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 7: Configuring Business Rules
Configure Business Rules
Lab: Create a Business Rule
Module 8: Customizing Views
View Customization Concepts
System Views
Create Custom Views
Remove Unwanted Views
Lab: Modify a Quick Find View
Lab: Create Custom Views
Module 9: 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 10: Additional Security Options
Field Security
Access Team Templates
Auditing Overview
Lab: Configure Field Security
Lab: Create and Configure an Access Team Template
Module 11: Business Process Flows
Business Process Flows
Lab: Create a Multi-Entity Business Process Flow