Ms Dynamics Crm

What you will learn

• Course Outline
• Module 1: Microsoft Dynamics CRM Overview
• What is CRM?
• How to Access CRM?
• How to Activate 30 days CRM online trial version
• Difference between CRM Online and CRM on-premise Version
• Three Modules in CRM - Sales, Marketing, and Services
• CRM Records:
• Owner of the record
• • Status of the record
• • Sorting
• • Assigning and sharing Record
• • Views -System Views and Personal View
• • Editable Grid
• Search and Advanced find search
• MS Dynamics CRM Architecture
• Setting Personal Options
• Module 2: Customizing Entities and Forms
• MS CRM Entity Model
• Customization Concepts – Entity Types and Attributes Data Type
• Creating Custom Entities, Attributes and main form and Global Option Set
• Form Customization Overview.
• Create and Modify Forms.
• Types of Forms in CRM -
• • Quick Create Form
• • Quick View Form
• • Mobile form
• Create and manage Multiple Main Form
• Role-based Form
• Module 3: Managing Relationships
• Types of Entity Relationships
• Relationship Behaviours
• Creating Entity Relationships
• Module 4: Solution Concepts
• Default Solution
• Managed Solution
• Unmanaged Solution
• Managed Properties
• Module 5: Building a Security Model in Microsoft Dynamics CRM
• Introduction to Business Unit
• Team
• User
• Security Model in CRM –
• • Role-Based Security, Access rights and Privileges
• • Record Level Security
• • Field Level Security
• Auditing Overview
• Module 6: Introduction to Sales Management
• Sales Life Cycle
• Convert Activity Records to Leads
• Qualifying and Disqualifying Leads
• Create Opportunities and Work with Opportunity Forms and records
• Adding Line Items (Opportunity Products) to Opportunities
• Quote Management
• Working with Order
• Working with Invoices
• Create, Maintain, and Use Sales Literature
• Module 7: Working with the Product Catalog
• Unit Group and configure Unit
• Adding and Maintaining Products
• Price List and associate price list with Product
• Discount List
• Product Family,
• Product and Product Bundle configuration
• Module 8: Introduction to Marketing Management
• Marketing Life Cycle:
• Campaign and Quick Campaign,
• Marketing list- Static and Dynamics Marketing list
• Campaign Activity
• Campaign Response
• Module 9: Introduction to Service Management
• Overview of the service module
• Service Management & Service Scheduling
• Case Entity
• Routing Rules
• Queue Management
• • Private Queue & Public Queue
• • Add case to a queue based on the routing rule
• • SLA (Service Level Agreements)
• • Type OF SLA
• • Standard SLA & Enhanced SLA
• • Using a business scenario to implement SLA
• • Entitlement
• • Create an entitlement: From Template & from scratch
• • Define Entitlement Terms
• • Associate entitlements to cases
• • Using business scenario to implement Entitlement
• • Using Service Level Agreement (SLA) with Entitlement
• • Knowledge Base Article: (a) Directly create ( b) Create from Template
• • Creating Subject for knowledge-based Article
• Module 10: Reports
• • Running Built-in Reports
• • Creating and updating Report in CRM
• • Grouping, Sorting, and Exporting Reports
• Module 11: View, Charts, and Dashboard
• • View
• • Personal View & System View
• • Charts
• • Personal Chart & System Chart
• • Dashboard
• • Personal Dashboard & System Dashboard
• Module 12: Email Functionality in Microsoft Dynamics CRM
• ? Email Template
• ? Configure Email
• ? Folder level tracking
• Module 13: Configuring Business Rules in Microsoft Dynamics CRM
• ? Configure Business Rules
• Module 14: Implementing Business Processes
• • Overview of Business Process Flow
• • Creating Business Process Flow with condition
• • Overview of Workflow
• • Creating Workflows through Workflow Designer
• • Overview of Dialogs
• • Creating Dialog Pages, Prompt and Response
• • Working with Input Parameters in Dialogs
• Module 15: Plugins
• • Overview of Plug-ins
• • The Event Execution Pipeline
• • Deploying Plugins
• • Debugging Plugins
• Module 16: Application Event Programming
• • Client-side scripting using JavaScript
• • Working with IFrames
• • Working with Web Resources
• Module 17: Data management
• • Duplication Detection Settings and Rules
• • Bulk Record Deletion
• • Data Maps and Data Imports
• Module 18: Ribbon Customization
• • Creating & Hiding Ribbon Elements
• • Enabling & Disabling Ribbon Elements
• • Working with Site Maps