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Installation and Deployment in Microsoft Dynamics CRM 2013
Length: 16 hours
Module 1: Email Management
Lab : Install the Email RouterLab : Configure the Email RouterLab : Configure Server-Side Synchronization
Module 2: Microsoft Dynamics CRM for Microsoft Office Outlook
This module describes the installation requirements for the Microsoft Dynamics CRM for Outlook client and how to install and configure the client.
Lab : Install Microsoft Dynamics CRM for Outlook
Lab : Offline Capability
Module 3: Configure an Internet-Facing Deployment
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).”
Module 4: System Requirement and Required Technologies
This module provides a high-level overview of the supporting technologies and describes the components of a Microsoft Dynamics CRM implementation.
Module 5: Install Microsoft Dynamics CRM Server
This module focuses on installing Microsoft Dynamics CRM Server. It also discusses the required components and Server requirements.Lessons
Lab : Install Microsoft Dynamics CRM ServerLab : Load Sample Data
Module 6: Install Microsoft Dynamics CRM Reporting Extensions
This module describes the role of Reporting Extensions and provides an overview of the report types that are available in Microsoft Dynamics CRM.
Lab : Install Reporting Extensions
Module 7: Manage Microsoft Dynamics CRM with the Deployment Manager
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.Lessons
Lab : Duplicate the Adventure Works Cycles Organization
Module 8: Upgrade to Microsoft Dynamics CRM 2013
This module examines the planning considerations and the steps for upgrading an existing Microsoft Dynamics CRM deployment to Microsoft Dynamics CRM 2013.
Module 9: Maintain and Troubleshoot a Deployment
This module provides information on maintaining performance, troubleshooting, and updating Microsoft Dynamics CRM.Lessons
Lab : Configure Tracing
Module 10: High-Availability Options
This module provides a high-level overview of the high-availability options.
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Customization and Configuration in Microsoft Dynamics CRM 2013
Length: 24 hours
Module 1: Customizing Forms
Lab : Modify Form Layout and Add Fields
Lab : Create a Role-Based Form for the Competitor entity.
Module 2: Configuring Business Rules
Lab : Create a Business Rule
Module 3: Customizing Views
Lab : Modify a Quick Find View
Lab : Create Custom Views
Module 4: Introduction to Customizing Microsoft Dynamics CRM 2013
Lab : Create a Solution and publisher
Module 5: Building a Security Model in Microsoft Dynamics CRM 2013
Lab : Configure Security Roles
Lab : Configure User Access
Module 6: Customizing Entities
Lab : Create Custom Entities
Lab : Create a Custom Activity Entity
Module 7: Customizing Fields
Lab : Create and Modify a Global Option Set
Module 8: Managing Relationships
Lab : Create New Relationships
Lab : Customize Relationship Mappings
Module 9: Customizing Charts and Dashboards
Lab : Create a Custom Chart
Lab : Create a Dashboard
Module 10: Additional Security Options
Lab : Configure Field Security
Lab : Create and Configure an Access Team Template
Module 11: Business Process Flows
Lab : Create a Multi-Entity Business Process Flow[/vc_column_text][/vc_tta_section][vc_tta_section title=”80545″ tab_id=”1452358303194-641a6543-f054″][vc_facebook type=”button_count”][vc_column_text]
Customer Service in Microsoft Dynamics CRM 2013
Length: 8 hours
Module 1: Introduction
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.
Module 2: Analysis, Reports and Goals
Lab : Goals and Goal Metrics
Module 3: Service Scheduling
Lab : Schedule a Service by Using a Same-Site Requirement
Module 4: Cases
Lab : Case Resolution Processing
Module 5: Knowledge Base
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.
Lab : Managing Knowledge Base Articles
Module 6: Queue Management
Lab : Create and Manage Queues
Module 7: Contracts
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.
Lab : Resolving a Case with a Contract
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Sales Management in Microsoft Dynamics CRM 2013
Module 1: Metrics and Goals
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.
Lab : Goal Management for Individuals
Module 2: Sales Analysis
This module explains the tools that Microsoft Dynamics CRM provides to analyze and report on sales-related information.
Lab : Create a New Personal, Sales Dashboard
Module 3: Introduction to Sales Management
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.
Module 4: Lead Management
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.
Lab : Create and Disqualify a Lead
Module 5: Working with Opportunity Records
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.
Lab : Managing Sales Opportunities
Module 6: Working with the Product Catalog
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.
Lab : Managing Price List Items
Lab : Managing the Product Catalog
Module 7: Sales Order Processing
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.
Lab : Sales Order Process