Fast Track: Applications in Microsoft Dynamics CRM 2015 / CRM Online
(Course: F1082 Microsoft Equivalent F1082) 2Days £1200.00 exc VAT

 May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr 
London (Tabernacle St) Centre EC2  27
27
 07 05 16 14      
Manchester (Portland St) Centre    14         


> Target Audience

This course provides both an introduction to Microsoft Dynamics CRM 2015 and provides students with the skills and knowledge to personalise Microsoft Dynamics CRM 2015.

Please Note: This is a draft course outline and is subject to revision. New features will be integrated into the content.

Target Audience:

It is intended for individuals that plan to implement, deploy, use, maintain, consult or support Microsoft Dynamics CRM 2015 in their organisation. Includes selected marketing and What's New content.

> Course outline


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 Bar
  • 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
  • Sales Product Taxonomy
  • 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: What's New in Sales and Customer Service

  • Enhanced Business Processes
  • Enhanced Business Rules
  • Hierarchy Visualization
  • Search improvements
  • Enhanced Mobile Sales
  • SLA Enhancements

Module 18: Introduction to Marketing Automation

> Pre-Requisites
Before attending this course, students must have:
  • 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 you 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