The course teaches the basic and advanced concepts of MS Dynamics CRM through online training including numerous hands-on lab exercises and real time scenarios. Students will gain a clear understanding of MS Dynamics CRM.

Course Content:

Module 1: Microsoft Dynamics CRM Overview

• What is CRM?
• How to Access CRM?
• Deployment models for Microsoft CRM- On Premise, Online and Partner Hosted
• Three Modules in CRM – Sales, Marketing and Services
• CRM Records:
• Owner of the record
• Status of the record
• Sorting
• Assigning and sharing Record
• Views -System Views and Personal View
• Search and Advanced find search

Module 2: Setup Dynamics 365 Trial Version and User Management

• How to get access to a 30 days Dynamics 365 trial version
• Environments Overview
• Manage User Accounts, User Licenses and Security Roles

Module 3: Overview of Settings

• Personalization Settings
• Advanced Settings
• System Settings
• Auto-Numbering
• Languages

Module 4: Customizing Entities and Forms

• MS CRM Entity Model
• Core Entities – Account, Contact, Lead, Opportunity, Case
• Create and manage Custom Entities and Attributes
• Configure entity ownership
• Form Customization
• Create and modify Forms in CRM –
• Quick Create Form
• Quick View Form
• Main form
• Create and manage Multiple Main Form
• Role based Form

Module 5: Managing Relationships

• Types of Entity Relationships
• Relationship Behaviors
• Creating Entity Relationships

Module 6: Solution Concepts

• Describe Solution components
• Default Solution
• Managed Solution
• Unmanaged Solution
• Specify a publisher, work with multiple solutions

Module 7: Building a Security Model in Microsoft Dynamics CRM

• Describe Business Unit
• Create and manage Team
• Create and manage security roles for Users and Teams
• Access rights and Privileges
• Security Model in CRM –
• Role Based Security
• Record Level Security
• Field Level Security
• Implement the auditing capability in CRM

· Module 8: Introduction to Sales Management

• Sales Life Cycle
• Work with Leads –
• Convert Activity Records to Leads
• Qualifying and Disqualifying Leads
• Work with Opportunity –
• Create Opportunities and Manage Opportunity Forms and records
• Describe stages and steps in the opportunity process ribbon
• Adding Line Items (Opportunity Products) to Opportunities
• Quote Management-
• Create a Quote from an Opportunity
• Activate and revise Quotes
• Working with Order-
• Create new Orders
• Convert a quote to an Order
• Working with Invoices-
• Create new invoices
• Convert an Order to an Invoice
• Create, Maintain, and use Sales Literature

· Module 9: Working with the Product Catalog

• Create Unit Group and configure Unit
• Adding and Maintaining Products
• Price List and associate price list with Product
• Create and Configure Discount List
• Create Product Family
• Create Product and Product Bundle configuration

· Module10: Introduction to Marketing Management 

• Marketing Life Cycle
• Campaign and Quick Campaign
• Marketing list- Static and Dynamics Marketing list
• Campaign Activity
• Campaign Response

· Module 11: Introduction to Service Management

• Overview of service module
• Create and maintain Case record-
• Create new case record
• Convert activity records to cases
• Create parent-child cases
• Merge cases, cancel, delete, resolve, and reactivate Cases
• Routing Rules –
• Create Routing Rules
• Apply routing rules to cases
• Queue Management
• Create and maintain Private Queue & Public Queue
• Working with Queue Items
• Describe how case routing rules apply to queues
• Working with SLA (Service Level Agreements) –
• Type of SLA – Standard SLA & Enhanced SLA
• Using business scenario to implement SLA
• Working with Entitlement
• Create an entitlement: From Template & from scratch
• Define Entitlement Terms
• Associate entitlements to cases
• Associate Service Level Agreement (SLA) with Entitlement
• Using business scenario to implement Entitlement

·Module 12: Working with View, Charts and Dashboard 

• View-
• Create, configure, and share Personal View
• Create, configure, and publish System View
• Charts-
• Create, configure, and share Personal Chart
• Create, configure, and publish System Chart
• Dashboard-
• Create, configure, and share Personal Dashboard
• Create, configure, and publish System Dashboard

·Module 13: Create and Manage Business Rules

• Create and Configure Business Rules
• Using business scenario to implement Business rules

·Module 14: Implementing Business Processes

• Overview of Business Process Flow
• Describe the purpose of business process flow
• Create and manage Business Process Flow with condition
• Define stages and steps

·Module 15: Data management 

• Duplication Detection Settings and Rules
• Bulk Record Deletion
• Data Maps and Date Import

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