Only £2,500 + VAT

Looking for a specific part of this course?
See our Applications or Customisations Course

Also see our NEW Dynamics 365 for Sales Fast Track and our NEW Dynamics 365 for Customer Service Fast Track


Course Details

Title: T4CRM032 - CRM 2016 In 5 Days Flat
Duration: 5 days
Price: £2,500 + VAT
This course covers the same content as the CRM 2016 Certification Bootcamp, without the full exam preparation coaching, evening practice sessions and on-demand sitting of the Microsoft CRM Exams MB2-704 & & MB2-712

About this Course:
- This course takes an accelerated approach to covering all the major aspects of Microsoft Dynamics CRM, including utilising CRM's Sales, Services and Marketing applications, managing and customising the CRM system to meet specific business requirements, creating and importing automated processes including Workflows and Business Rules.

It combines all the material from the T4CRM033 - CRM 2016 Applications course, with the T4CRM034 - CRM 2016 Customisation and Configuration course, and includes an additional module on Marketing Lists and Campaigns.

Audience Profile
This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2016 in their organization. The training is intended any individuals focused on utilising CRM, including sales representatives, customer service representatives, service schedulers, administrators, office managers, CEOs, and consultants who want to gain a full and complete knowledge of CRM's adaptability and functionality for specific and general business requirements

Course Outline

Sales And Marketing

Module 1:Sales Managment
- Customer Scenarios
- Core Records
- Working with Sales Literature
- Creating and Maintaining Competitors
- Using Sales Territories
- Exploring social Engagement

Module 2: Lead Managment
- Lead and Opportunity Records
- Lead to Opportunity Process Flow
- Understand Sales Methodology and Lead Management
- Explore Business Process Flow
- Convert, Track and Work with Leads

Module 3: Opportunity Records
- Understanding Opportunity Records
- Create, Work and Close Opportunity Records
- The Status of an Opportunity
- Assigning Opportunities
- Connecting Competitors
- Manage Opportunity from System View
- Adding a Existing Contact to Opportunities from Quick Create

Module 4: The Product Catalog
- Features of the Product Catalog
- Unit Groups
- Products
- Price list
- Product Bundles
- View Product in Hierachical Views
- Multiple Currencies
- Add Line Items to Opportunity

Module 5: Sales Order Processing
- The Quote Life Cylcle
- Generating Quotes from Opportunities
- Create and Edit Quotes
- Create and Edit Orders
- Create and Edit Invoices
- Converting Quotes to Orders
- Converting Orders to Invioces

Module 6: Sales and Marketing
- The Closed Loop Marketing Process
- Using Marketing Lists
- Using Quick Campaigns
- The Purpose and Elements of Marketing Campaigns
- Using Campaign Templates
- Interactive Generation of HTML IN Emails

Module 7: Goal Management
- Create and Manage Sales Goals for Individuals, Teams and the Organisation
- Configure the financial period
- Defining Parent and Child Goals
- Work With Individuals Goal Records
- Create Rollup Queries
- Using Pre-Formated Excel Templates
- Using Word Templates

Module 8: Sales Analysis
- Use Lists, Views and Charts to Obtain Important Information
- Use Sales Reports to Review Potential Opportunities, Forcast Revenue and Analyse Sales Productivity
- Working with Advanced Find
- Useing the Export to Excel Feature
- Create and Share Personal and System Charts
- Working with and Creating Dashboards
- Power BI Dashboards
- Using Pre-Formated Excel Templates

Customer Services

Module 1: Services Management
- Customer Scenarios
- Understanding Basic Record Types

Module 2: Case Management
- Creating a Case
- Understanding the Case Resolution Process
- Examine the Impact of Activities and the Procedure for using Knowledge Base
- Configure the Subject Tree and associate Subjects with Cases
- Understand Advanced Configerrration Options Ralated to Case Management

Module 3: Knowledge Articals
- Create, Activate, Deactivate and Delete Lnowledge Article Templates
- Examine the complete Process of Creating, Editing and Publishing Knowldge Articles
- Search for Articles Through the Service Module
- Search for Articles from within a Case Records
- Utilise Knowledge Articles to Assist in Resolving a Case

Module 4: Queue Management
- Understand and Explain the Differences and Details of Default/System Queues and Personal Queues
- Create and Maintain Queues and Queue Items
- Understand and Work with Routing Queue Items, Include Adding, Working on and Releasing

Module 5: Entitlements and Service Level Agreements
- Explain Service Level Agreement and How to Associate them with Entitlements
- Explain the Components of Entitlements
- Create and Manage Entitlements and Entitlement Templates
- Explain Entitlement Chanels and how they Affect the Entitlements
- Explain how Product and Contacts can be added to an Entitlement and what this does to the Entitlement
- Associate Entitlements with Cases and Explain case Resolution when Entitlement are used

Module 6: Service Scheduling
- Understand Common Scenarios when the service scheduling module can apply
- Define and understand the context of basic Elements of the Service Scheduling model
- Identify the Role and Importance of the Service Activity, Scheduling engine and Scheduling Process
- Deomnstrate how to Create and Modify Services and Selection Rules for the resources required to preform a service activity

Module 7: Reporting and Analysis
- Common Measurements used to Analyse Dynamics Success
- Explore Creating Goals Within the Application
- Review the Available Analysis Tools within Dynamics 365
- Demonstrate and use Advanced Find Queries
- Design and Create Charts
- Implement Goals for Employees within the Application

Module 8: Goal Management
- Explore Goal Metrics, Targets and Owners
- Using Parent Goals
- Discuss the difference between 'actual' and 'in progress' Targets
- Using Rollup Queries

Module 9: Service Extension
- Interactive Service Hub
- Unified Service Desk
- Field One

Course Outline

Customisation and Configuration

Module 1: Introduction to Customisation and Configuration in Dynamics 365
- Overview of Dynamics 365
- Licencing and Connection Options
- Examine Supporting Technologies
- General Overview of Customisation Principles

Module 2: Configuring Dynamics 365, Business Units, Users and Teams
- Configuring Dynamics 365
- Create and Manage Business Units
- User Management and Email Configuration
- Using Teams to Extend Functionality
- Document Management Features

Module 3: Building a Security Model
- Overview of Dynamics 365 Security Model
- Create, Configure and Manage Security Roles
- Understand How Users and Team Apply to the Security Model
- Understand how Hierarchy Security Changes the Behaviour of Security in Dynamics 365

Module 4: Introduction to Solutions
- Solutions Overview
- Including Components in Solutions
- Understanding Solution Publishers and Version Numbers
- Solution Types
- Using Mutiple Solutions
- Eporting and Importing Solutions

Module 5: Dynamics 365 Entity/Field Customisation
- Overview of Entities
- Defining Entity Ownership
- Working with Entity Properties
- System VS. Custom Entities
- Overview of Fields
- Working with Different Field Types

Module 6: Additional Field Customisation
- Creating Fields to Meet Current Needs
- Using Calculated and Roll Up Fields
- Working with Local and Global Option Sets
- Using Alternate Keys
- Using Field Level Security
- Satus and Status reason Transition

Module 7: Relationships
- Overview of Relationships
- 1:N and N:N Relationships
- Working with Hierarchical Data
- Using Entity Mapping
- Connections and Connection Roles

Module 8: Customising Forms
- Dynamics 365 Form Types
- How to Build Dynamics 365 Forms
- Specialised Form Components
- Using Access Teams and Sub-Grids to Facilitate Record Sharing
- Working with Multiple Forms
- Web Resources and Iframes

Module 9: Business Rules
- Overview of Business Rules
- Business rule Structure and Design
- Using Conditions and Actions

Module 10: Views and Visualisations
- Types of Views in Dynamics 365
- Creating and Customising Views
- Customising Charts
- Customising Dashboards
- Modifying Dynamics 365 Themes

Module 11: Introduction to Processes in Dynamics 365
- Review Business Process Flows
- Review Workflowa
- Review Dialoges
- Review Custom Actions
- Examine How to Create a Workflow

Module 12: Business Process Flows
- Overview of Business Process Flows
- Using Steps, Stages and Catagories
- Review Options for Conditional Branching
- Role Driven Process Flows

Before attending this course, students must have:
• General knowledge of Microsoft Windows.
• General knowledge of Microsoft Office.