MS Dynamics CRM training

This module describes management topics that are common to each of the email processing methods and the email processing methods.

• Email Processing
• Email Tracking and Correlation
• Mailbox Monitoring
• Synchronization Methods
• Email Address Approval
• Overview of the Email Router
• Install the Email Router and Rule Deployment Wizard
• Configure the Email Router
• Set Up a Forward Mailbox for the Email Router
• Deploy Inbox Rules
• Install the Email Router on Multiple Computers
• Troubleshooting
• Overview of Server-Side Synchronization
• Configure Server-Side Synchronization
• Set Up a Forward Mailbox for Server-Side Synchronization
• Migrate Email Router Settings
• Email Integration Service Role
• Test Email Configuration
• Synchronize Appointments, Contacts, and Tasks

This module describes the installation requirements for the Microsoft Dynamics CRM for Outlook client and how to install and configure the client.

• Microsoft Dynamics CRM for Outlook Overview
• Installation Requirements
• Deployment Methods
• Install Microsoft Dynamics CRM for Outlook
• Configure Microsoft Dynamics CRM for Outlook
• Configure User Email Settings
• Install Microsoft Dynamics CRM for Outlook Using the Command Line
• Using Microsoft Dynamics CRM for Outlook with Offline Capability

• Configure Windows Firewall to allow incoming connections on port 5555.
• Install Microsoft Dynamics CRM for Outlook.

• Configure Windows Firewall to allow incoming connections on port 5555.
• Install Microsoft Dynamics CRM for Outlook.

This module describes how to configure a Microsoft Dynamics CRM deployment for access over the Internet. A deployment that is configured in this way is referred to as an “Internet-Facing Deployment (IFD).”

• Overview of Claims-Based Authentication
• Requirements for Configuring an Internet-Facing Deployment
• Certificates
• Install Active Directory Federation Services
• Configure AD FS
• Configure Claims-Based Authentication
• Configure an IFD

This module provides a high-level overview of the supporting technologies and describes the components of a Microsoft Dynamics CRM implementation.

• Microsoft Dynamics CRM Offerings
• On-Premises Licensing Model
• Online Licensing Model
• Supporting Technologies
• Microsoft Dynamics CRM Server
• Accessing Microsoft Dynamics CRM
• Microsoft Dynamics CRM for Office Outlook
• Managing Emails
• Microsoft Dynamics CRM Reporting Extensions
• Microsoft Dynamics CRM Language Packs
• Planning Overview

This module focuses on installing Microsoft Dynamics CRM Server. It also discusses the required components and Server requirements.

• Microsoft Dynamics CRM Server Requirements
• Microsoft SQL Server Requirements
• Active Directory Requirements
• Components Installed During Server Setup
• Microsoft Dynamics CRM Website
• Required Installation Rights for Microsoft Dynamics CRM Server
• Supported Server Topologies
• Install Microsoft Dynamics CRM Server
• Installation Troubleshooting
• Post-Installation Tasks
• Install Microsoft Dynamics CRM Using the Command Line
• Deploy Microsoft Dynamics CRM Online

This module describes the role of Reporting Extensions and provides an overview of the report types that are available in Microsoft Dynamics CRM.

• Microsoft Dynamics CRM Reporting Overview
• Microsoft Dynamics CRM Reporting Extensions
• Requirements for Microsoft Dynamics CRM Reporting Extensions
• Microsoft Dynamics CRM Report Authoring Extension
• Install Microsoft Dynamics CRM Reporting Extensions

This module explains how you can redeploy Microsoft Dynamics CRM and use the Microsoft Dynamics CRM Deployment Manager to carry out deployment-wide administration tasks.

• Deployment Manager
• Deployment Administrators
• Create a New Organization
• Manage Existing Organizations
• Manage Servers
• Configure Access from the Internet
• Update Web Addresses
• View License Information
• Upgrade the Microsoft Dynamics CRM Edition
• Redeploy Microsoft Dynamics CRM
• Import Organizations
• Administer the Deployment Using Windows PowerShell

This module examines the planning considerations and the steps for upgrading an existing Microsoft Dynamics CRM deployment to Microsoft Dynamics CRM 2013.

• Upgrade Considerations
• Base and Extension Table Merge
• Upgrade Process Phases
• Phase 1 – Prepare to Upgrade
• Phase 2 – Establish the Test Environment
• Phase 3 – Upgrade and Validate the Test Environment
• Phase 4 – Upgrade and Validate the Production Deployment
• Perform an In-Place Upgrade of Microsoft Dynamics CRM 2011 Server
• Perform a Migration Using the Same Instance of SQL Server
• Perform a Migration Using a New Instance of SQL Server
• Upgrade the Microsoft Dynamics CRM 2011 Email Router
• Plan the Upgrade of Microsoft Dynamics CRM 2011 for Outlook
• Upgrade Microsoft Dynamics CRM 2011 for Outlook

This module provides information on maintaining performance, troubleshooting, and updating Microsoft Dynamics CRM.

• Service Accounts
• Manage System Jobs
• Delete Records
• Disaster Recovery
• Manage SQL Databases
• Troubleshooting
• Configure Tracing
• Update Microsoft Dynamics CRM
• Manage Data Encryption
• Best Practices Analyzer (BPA)
• VSS Writer Service for Microsoft Dynamics CRM
• Marketplace

This module provides a high-level overview of the high-availability options.

• Install Microsoft Dynamics CRM Server on Multiple Computers
• Network Load Balancing
• Clustering Microsoft SQL Server
• Other SQL Server High-Availability Solutions
• High-Availability Options for Other Supporting Components

Microsoft Dynamics CRM includes a comprehensive set of features that increases the efficiency of customer service operations. This module introduces Microsoft Dynamics CRM Customer Service terminology and customer scenarios that the Customer Service module might be used. The module discusses the basic components of case management, and works with the knowledge base, queues, and service contracts. The module also provides an overview of service scheduling and service management.

• Customer Scenarios
• Customer Service Entities and Record Types

In Microsoft Dynamics CRM, many methods are available to analyze and report Service Management information. By default, several reports are available, and this includes the “Case Summary Table” report. This report is discussed in this module.

• Customer Service Reports
• Customer Service Charts and Dashboards
• Customer Service Goals and Metrics

• Modify a Goal Metric to Include in-Progress Cases

This module provides an overview of the service scheduling features of Microsoft Dynamics CRM. The organizations that use service scheduling require a complex combination of resources. Service scheduling considers the availability of employees, facilities, and equipment to make sure that the resources are available to deliver service activities for customers.

• 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

• Create a Service Activity based on a Same-Site Requirement Service.

Customer service is important to a customer relationship management strategy. Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module discusses cases and how the cases can be used together in service management functions.

• 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

• Create a case
• Associate a phone call with the case
• Resolve the case

Most customer service organizations use a knowledge base to provide customer service representatives (CSRs) with the information that they must have to answer questions about a product or service. In Microsoft Dynamics CRM, the Knowledge Base provides a central repository for an organization’s information, stored as Articles and organized by Subject.

• Article Templates
• Creating, Approving and Publishing Articles
• Using and Searching the Knowledge Base
• Cases and Knowledge Base Articles
• Sending Knowledge Base Articles

• Create, Submit, and Publish a Knowledge Base Article.

A queue is an area that is used to organize and store activities and work items that are waiting to be processed. A queue is also used for activities and work items that are currently being worked on. Microsoft Dynamics CRM includes queuing and workflow tools to improve how incoming requests for sales, marketing, and customer service are handled.

• Queue Management

• Create a New Public Queue for Incoming Questions

Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module describes how contracts can be used together with other record types in Microsoft Dynamics CRM to help service and manage functions.

• Contracts and Contract Templates
• Creating and Working with Contracts
• Using Contracts with Cases

• 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

Microsoft Dynamics CRM uses two record types known as Goal Metrics and Goals. These record types combine to provide a powerful, flexible set of goal management features. Goal management allows organizations to track individual, team, and organizational progress toward specific goals.

• Configuring Goal Metrics
• Configuring Fiscal Periods
• Creating and Assigning Goal Records
• Creating and Recalculating Parent and Child Goal Records
• Creating a Rollup Query

• Implement a Goal Metric

This module explains the tools that Microsoft Dynamics CRM provides to analyze and report on sales-related information.

• 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

• Create an advanced find query
• Create a chart.
• Create a dashboard, and add the advanced find query and chart to it.
• Share the dashboard.

The Sales module within Microsoft Dynamics CRM provides a flexible framework for organizations to track, manage, and analyze parts of their sales cycle as well as its overall success. This course describes the components used in Microsoft Dynamics CRM Sales Management and explains how they can apply to various business scenarios. It also details the entities or record types that Microsoft Dynamics CRM uses to track sales from potential to close. With this information, organizations can determine which aspects of the Sales module framework are appropriate for their organization

• Customer Scenarios
• Basic Record Types

This module introduces the tracking and management features of the Sales module in Microsoft Dynamics CRM. It is rare that two organizations follow the same sales process, even if the organizations are within the same industry. For this reason, Microsoft Dynamics CRM does not dictate a rigid process. Instead it provides a framework around which an organization can build a custom sales process. This module describes the components of the Microsoft Dynamics CRM sales process. It also details the entities or record types Microsoft Dynamics CRM uses to track sales from potential to close. With this information, organizations can determine which aspects of the sales process framework are appropriate for them.

• 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

• Create a New Lead Record
• Disqualify the Lead Record.

In Microsoft Dynamics CRM, qualified leads, such as those that have estimated revenue associated with them, become opportunities. When a prospect or customer expresses qualified interest in buying the business’ products or services, that prospect or customer is considered an opportunity. This is an important part of the sales process because this is where the sales team spends most of its time and effort. The process of working on an opportunity may include several customer interactions. How well the sales team manages this stage can mean the difference between a win and a loss.

• Create Opportunities and Work with Opportunity Form
• Changing Opportunity Status

This course describes the role of the product catalog in Microsoft Dynamics CRM and the benefits of using it. It shows the tasks that are required to configure a product catalog, including setting up and maintaining unit groups, products, and price lists. It also describes and demonstrates the important role of the product catalog and price lists in the sales process.

• The Microsoft Dynamics CRM Product Catalog
• Unit Groups
• Adding and Maintaining Products
• Creating, Maintaining and Using Price Lists
• Currency Management
• Creating a Price List

• Create a Test Opportunity Record, and Add a Price List
• 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.

• Create a Test Opportunity Record, and Add a Price List
• 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.

Microsoft Dynamics CRM provides tools that capture important sales information and uncover new business opportunities. Although quotes, orders, and invoices are important to the sales process and provide a complete view of the customer, implementing a sales process allows users to initiate, track, and close sales consistently and efficiently. The product catalog in Microsoft Dynamics CRM helps companies build a central repository for managing products, services, charges, and fees. The tasks required to set up a product catalog include setting up and maintaining unit groups, products, and price lists. Microsoft Dynamics CRM also supports discount lists, which help companies provide customers with incentives to buy more products.

• Adding Line Items (Opportunity Products) to Opportunities
• Quote Management
• Working with Orders
• Working with Invoices