Fast Track: Applications in Microsoft Dynamics CRM 2013/CRM Online
(Microsoft Training Course: F1063) - 2 days - £1015 exc VAT

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London (Tabernacle St) Centre EC2        11     
London International House Centre E1W           23  

> 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 Marketing Automation

Supplementary InformationThe course package includes the Microsoft exam MB2-700, 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 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 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 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.
> Supplementary Information
The course package includes the Microsoft exam MB2-700, 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.