Fast Track: Learn Microsoft Dynamics CRM 2013/CRM Online in 5 Days Flat
(Microsoft Training Course: F1062) - 5 days - £2640 exc VAT

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London (Tabernacle St) Centre EC2        03
London International House Centre E1W       06      

> Target Audience
This course provides both an introduction to Microsoft Dynamics CRM 2013 and provides students with the skills and knowledge to personalise Microsoft Dynamics CRM 2013. It 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.
> Course outline
  1. Microsoft Dynamics CRM Concepts
  2. Working with the Application
  3. Introduction to Sales Management
  4. Lead Management
  5. Working with Opportunity Records
  6. Working with the Product Catalog
  7. Sales Order Processing
  8. Metrics and Goals
  9. Sales Analysis
  10. Introduction to Customer Service
  11. Cases
  12. Knowledge Base
  13. Queue Management
  14. Contracts
  15. Analysis, Reports and Goals
  16. Service Scheduling
  17. Introduction to Customizing Microsoft Dynamics CRM 2013
  18. Building a Security Model in Microsoft Dynamics CRM 2013
  19. Customizing Entities
  20. Customizing Fields
  21. Managing Relationships
  22. Customizing Forms
  23. Configuring Business Rules
  24. Customizing Views
  25. Customizing Charts and Dashboards
  26. Additional Security Options
  27. Business Process Flows
  28. Introduction to Marketing Automation

Supplementary InformationThe course package includes the Microsoft exams MB2-700 & MB2-703, which may be taken at any time within 12 months of attending the training course. This course contains exclusive content to help users take advantage of some the Marketing Automation Tools in CRM 2013 that are particular useful for Sales Teams.
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
  • 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
> Pre-Requisites
Before attending this course, students must have the following pre-requisites:
  • 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
> Purpose
After completing this course, students 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.
> Supplementary Information
The course package includes the Microsoft exams MB2-700 & MB2-703, which may be taken at any time within 12 months of attending the training course. This course contains exclusive content to help users take advantage of some the Marketing Automation Tools in CRM 2013 that are particular useful for Sales Teams.