Ms Dynamics Crm

Overview

Approx 153 Hours To Complete Ms Dynamics Crm in English Language

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 service module
 Service Management & Service Scheduling
 Case Entity
 Routing Rules
 Queue Management
• Private Queue & Public Queue
• Add case to a queue based on routing rule
 SLA (Service Level Agreements)
 Type OF SLA
• Standard SLA & Enhanced SLA
 Using 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 Java Script
 Working with IFrames
 Working with Web Resources

Module 17: Data management
 Duplication Detection Settings and Rules
 Bulk Record Deletion
 Data Maps and Date Imports

Module 18: Ribbon Customization
 Creating & Hiding Ribbon Elements
 Enabling & Disabling Ribbon Elements
 Working with Site Maps