Introduction to Microsoft Dynamics CRM 2013
(Microsoft Training Course: F1068) - 1 day - £600 exc VAT

 Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov 
London International House Centre E1W        13   25  

> Target Audience
This course provides an introduction to Microsoft Dynamics CRM 2013. The course describes Microsoft Dynamics CRM concepts, the Web interface, searching, and reporting and is intended for anyone who wants to gain foundational knowledge of Microsoft Dynamics CRM 2013.
> Course outline
  1. Microsoft Dynamics CRM Concepts
  2. Working with the Application
  3. Working with Records
  4. Searching and Reporting
  5. Tablets and Phones

Module 1: Microsoft Dynamics CRM Concepts
  • This module provides a high-level overview of Microsoft Dynamics CRM and describes ways to navigate the application.
  • Microsoft Dynamics CRM functionality
  • Microsoft Dynamics CRM clients
  • Security
  • Microsoft Dynamics CRM records
  • Application navigation
  • Microsoft Dynamics CRM Website and Help
  • Lab: Navigate Microsoft Dynamics CRM
  • Summarize at a high-level Microsoft Dynamics CRM and its sales, marketing, and service areas.
  • Describe the Microsoft Dynamics CRM Web and the Microsoft Dynamics CRM for Outlook clients.
  • Explain the Microsoft Dynamics CRM security model.
  • Summarize Microsoft Dynamics CRM records.
  • Explain the purpose of the get started pane.
  • Describe ways to navigate the application.
  • Show how to use the Microsoft Dynamics CRM Website and Help.
Module 2: Working with the Application
  • This module explains how customer records are used in Microsoft Dynamics CRM. It describes how addresses, notes, attachments, connection records, and activities are recorded in Microsoft Dynamics CRM and how to configure personal options.
  • Customer records
  • Addresses
  • Notes and attachments
  • Connections
  • Activities
  • Business Process Flows
  • Personal options
  • Lab: Work with Core Records and Personal Options
  • Explain how customer records are used in Microsoft Dynamics CRM.
  • Record addresses.
  • Use notes and attachments.
  • Describe the purpose of connection records.
  • Use activity records to track customer interactions.
  • Use Business Process Flows to increase data quality.
  • Personalize Microsoft Dynamics CRM.
Module 3: Working with Records
  • This module describes views and how to filter views. It further explains ownership of records, how to share records, how to delete and edit multiple records, how to import records, and how to run a mail merge.
  • Views
  • Record ownership
  • Sharing records
  • Deleting and editing records
  • Import records
  • Mail merge with Microsoft Word
  • Lab: Import Contacts
  • Lab: Mail Merge
  • Describe views and how to filter views.
  • Explain ownership of records.
  • Describe the purpose of sharing and how to share records.
  • Describe how to delete and edit multiple records.
  • Describe how to import records into Microsoft Dynamics CRM.
  • Describe the process for running mail merge on Microsoft Dynamics CRM records.
Module 4: Searching and Reporting
  • This module describes ways to find and report on data in Microsoft Dynamics CRM.
  • Search using quick find
  • Search using Advanced Find
  • Manage saved views
  • Export to Excel
  • Default reports
  • The Report Wizard
  • Overview of charts and dashboards
  • Lab: Search for Records
  • Lab: Export Records
  • Lab: Reports
  • Find records using quick find.
  • Search for records using Advanced Find.
  • Manage saved views.
  • Export records to Microsoft Excel.
  • Describe the default reports included in a new installation of Microsoft Dynamics CRM.
  • Create reports using the Report Wizard.
  • Provide an overview of dashboards and charts.
Module 5: Tablets and Phones
  • This module demonstrates how Microsoft Dynamics CRM forms are displayed on phones and tablet devices.
  • Display data
  • Input/edit data
  • Activities
  • Using View Port
  • Understand how Microsoft Dynamics CRM works on Tablets and Phones
  • Describe how to input, display and edit data on Tablets and Phones
  • Create activities on Tablets and Phones
  • Navigate using View Port
> Pre-Requisites
Before attending this course, students must have a working knowledge of the following:
  • Microsoft Windows operating systems
  • Microsoft Outlook
  • Microsoft Word
  • Microsoft Excel
> Purpose
After completing the course, students will be able to describe at a high level key Microsoft Dynamics CRM concepts; explain how customer records, addresses, notes, attachments, connection records, and activities are recorded in Microsoft Dynamics CRM and how to configure personal options; work with records and views; search and report on Microsoft Dynamics CRM data; appreciate the functionality of Microsoft Dynamics CRM apps for Tablets and Phones.