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Using Microsoft Dynamics CRM 2015/2016

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Dynamics CRM Overview

  • Microsoft Dynamics CRM concepts and terminology
  • Overview of the Microsoft Dynamics CRM User Interface
  • Navigating Microsoft Dynamics CRM
  • Using the Microsoft Dynamics CRM Command Bar
  • Record management in Microsoft Dynamics CRM
  • Quick Find and Entity Filtering
  • Working with Advanced Find
  • Working with Relationship Hierarchies
  • Using Microsoft CRM for Outlook
  • Overview of Sales, Marketing and Service Management

Working with Customers

  • Introduction to the Account and Contact Entity
  • Using the Account entity
  • Using the Contact entity
  • Account and Contact relationships
  • Working with Activities
  • Using Notes and Attachements
  • Hierarchy Visualization with Accounts and Contacts

Sales Management in Dynamics CRM

  • The Sales Management Life Cycle
  • Core record types used in Microsoft Dynamics CRM sales management
  • Working with the Competitor and Sales Literature entities
  • Using Leads in Microsoft Dynamics CRM
  • Qualifiying Leads into Opportunities
  • Managing the Product Catalog in Microsoft Dynamics CRM
  • Maintaining Price and Discount lists
  • Working with Opportunity Producs
  • Creating and maintaining Quotes for Opportunities
  • Creating and working with Orders and Invoices

Marketing Automation in Dynamics CRM

  • The concept of a Marketing List
  • Working with Static and Dynamic Marketing Lists
  • Working with Quick Campaigns
  • Planning and budgeting tasks related to marketing campaigns
  • Marketing Automation Life Cycle
  • Planning and Creating Marketing Campaigns
  • Campaign Execution and Response Management¬†

Service Management in Dynamics CRM

  • The Service Management Life Cycle
  • Core entities used in Microsoft Dynamics CRM Service Management
  • The lifecycle of a Case in Microsoft Dynamics CRM
  • Writing and maintaining Knowledge Base Articles
  • Defining Entitlement Templates
  • Creating and using Entitlements
  • The Support Contract lifecycle
  • Working with Queues in Microsoft Dynamics CRM
  • Defining and maintaining the Microsoft Dynamics CRM Subject Tree
  • Creating and using SLA's in Dynamics CRM

Service Scheduling in Dynamics CRM

  • Service Scheduling Life Cycle
  • Service Scheduling functionality. This includes Scheduling Services, Scheduling Administration, and Defining Services
  • Defining Sites in Microsoft Dynamics CRM
  • Facility and Equipment management
  • The concepts of Resources and Resource Groups
  • Defining Services
  • Defining Selection Rules for Services
  • Overview of the Service Calendar
  • Scheduling Service Activities

This course is intended for end users, business users and key users new to Dynamics CRM. It provides the knowledge required to use and understand Dynamics CRM. You learn about the out-of-the-box application functionality in Dynamics CRM, including Sales Management, Marketing Automation, Service Management and Service Scheduling.

This course is intended for end users, business users and key users new to Dynamics CRM 2015/2016.

No prior knowledge of Dynamics CRM is necessary.

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