This 5 day Bootcamp is a series of three classes aimed at empowering you to create the best CRM implementation for your organization! We will use lectures, demonstrations, hands-on labs and discussions as learning tools. Concentrated overview of the 2013 CRM System and Processes, MS Dynamics CRM 2013 Introduction, MS Dynamics CRM 2013 Analytics and MS Dynamics CRM 2013 Administration
Certified Microsoft courses included:
Course 80546 Sales Management in Microsoft Dynamics® CRM 2013
Course 80545 Customer Service in Microsoft Dynamics CRM 2013
Course 80542 Customization and Configuration in Microsoft Dynamics CRM 2013
Prepares for Exams:
MB2-700: Microsoft Dynamics CRM 2013 Applications
MB2-703: Microsoft Dynamics CRM 2013 Customization and Configuration
After completing this course, students will be able to:
- Understand the context of Sales Management and review real-life sales scenarios
- Identify how the various elements of the Microsoft Dynamics CRM 2013 Sales fit together
- Review the basic terminology used throughout the application.
- Review how the basic flow of sales activity in Microsoft Dynamics CRM begins with the entry of leads, and review ways to manage leads in Microsoft Dynamics CRM
- Identify the role of leads, and when they can be used
- Know the Lead to Opportunity process and the roles of these records.
- Work with Sales Literature in Microsoft Dynamics CRM.
- Explore the steps to create and maintain Competitors.
- Identify the features and benefits of the product catalog.
- Create and maintain unit groups for the product catalog.
- Add products to the product catalog, and describe the use of kit products and substitute products.
- Create price lists and configure as appropriate for different customers, marketing campaigns and special offers.
- Set up different price lists for different types of customers and marketing campaigns
- Utilize the tools to available within Microsoft Dynamics CRM to capture important sales information and uncover new business opportunities.
- Identify how Goal Management enables organizations to manage and analyze performance.
- Use the Sales Analysis tools that Microsoft Dynamics CRM provides analyze and report on sales-related information
- Design and implement strategies for the creation of Business Units and Security Roles
- Configure Microsoft Dynamics CRM Users and Teams
- Describe the principles of customizing the system
- Create and configure fields for both custom and system entities
- Create and configure custom entities, including standard and activity entities
- Design, create and configure relationships between entities
- Create and configure Views, Charts and Forms for both system and custom entities
- Implement Field Security and Access Team Templates in Microsoft Dynamics CRM
- Design, create and configure Solutions in Microsoft Dynamics CRM
- Design, create and configure Business Rules and Business Process Flows to guide users through their work
- Identify the key set of terms, phrases and elements to effectively work with Customer Service Scenarios and Terminology
- Recognize why cases are the fundamental record type in service management, and represent a single incident of service.
- Use Queues to organize and store Activities and Cases that are waiting to be processed.
- Effectively search the Knowledge Base to access a repository of informational articles used to assist customer service representatives in the resolution of cases.
- Utilize Contract Management to specify the amount of support services a customer is entitled to.
- Use reporting functionality to gain insight into trends, performance, and identifying opportunities and potential issues.
- Practice Goal Management features to establish and track progress against target values for key performance indicators.
- Use the Service scheduling functionality and how it is designed to assist organizations when providing services that require complex combinations of resources.
Before attending this course, students must have:
- General knowledge of Microsoft Windows
- General knowledge of Microsoft Office
- An understanding of Customer Relationship Management solution processes and practices
- Introduction to Sales Management
- Lead Management
- Working with Opportunity Records
- Working with the Product catalog
- Sales Ordering Processing
- Metrics and Goals
- Sales Analysis
- Knowledge Base
- Queue Management
- Analysis, Reports and Goals
- Service Scheduling
- Introduction to Customizing Microsoft Dynamics CRM 2013
- Building a Security Model in Microsoft Dynamics CRM 2013
- Customizing Fields
- Managing Relationships
- Customizing Forms
- Configuring Business Rules
- Customizing Views
- Customizing Charts and Dashboards
- Additional Security Options
- Business Process Flows