Maximise User adoption and efficiency by optimising the user experience.

Only £1,100 + VAT


Course Details

Title: T4CRM020 - Optimising User Experiences (UX) for Microsoft CRM
Duration: 2 days
Price: £1,100 + VAT

This course:
- This course teaches you how the updates made in CRM 2013 and CRM 2015 User Experience change the way users can interact with Dynamics CRM.
- Gives an understanding how the new features of Dynamics CRM 2013/2015 should be used to make this experience come to life for users.
- Introduces the tools available to analyze and report on sales information.
- Provides an understand how designing Dynamics CRM 2013/2015 solutions should differ from solutions designed for CRM 2011

Audience Profile
- Analysts, Developers and Power Users of Microsoft Dynamics CRM embarking on 2013/2015 projects who are familiar with the end-user principles of the software. - Analysts, Developers and Power Users migrating a solution from earlier versions of CRM.

At Course Completion
- After completing this course, students will understand how the Dynamics CRM UX was intended to be used and be able to design and build CRM implementations that maximize the potential of this UX.

Course Outline
Module 1: Changes/Problems in the way we live and work
Lessons
- Information overload
- Anywhere, anytime, any device
- Users expectations
- People are so busy juggling so many things
- People expect to do their work simply and easily

Module 2: Principles of UX design
Lessons
- Understand the basic principles of Structure
- Simplicity
- Visibility
- Feedback
- Tolerance
- ReUse

Module 3: The UX Experience Approach for CRM
Lessons
- Use the new design approach effectively
- Optimisation of design with quick view forms
- How to design forms for multiple devices & for specific devices
- Make User Experience change a change in approach/intent
- How to move from presenting information to guiding to improved outcomes
- Optimisation of 2011 upgrades to embrace the new design.

Module 4: Changing the Focus: Engagement
Lessons
- Focus on the business user
- Re-design for process flow
- Identify Key Concepts of the new UX
- New features to support this

Module 5: Increase Insight
Lessons
- Balance efficiency and value
- Find out what resources are being used and how they are used

Module 6: Improve Navigational Flow
Lessons
- Productivity at the Core
- More Intuitive Navigation Flow
- Input - Find - Do
- Use Contextual insights
- Use the Site map to fast track navigation

Module 7: Flow & Process design
Lessons
- Focus on flow through the application
- Avoid forcing business activities onto the user experience
- Utilise standard web navigational cues, hyperlink and back
- Reimagine existing designs
- Consider alternatives to Navigation Menus
- Using Auto save
- Simply enter and navigate

Module 8: Navigation: Dashboard vs. Menu
Lessons
- Create Dashboards as entry point
- Use Navigation Menu to Change context
- Sub Grids Capabilities & Effective use

Module 9: Ribbon vs. Command Bar
Lessons
- Aim to reduce ‘clutter’ and real estate of ribbon
- Optimise to reduce real estate and simplify experience

Module 10: Optimise for Create and Consume Experiences
Lessons
- Understanding the difference
- Use Quick Create effectively
- Use Composite Fields
- Optimise for display

Module 11: Business Process Flows
Lessons
- Design Experiences
- Understand the Structure of the Form
- Use Flow with Data Structure
- Recognise and represent structures within data

Module 12: Natural Transitions
Lessons
- Make transition when considering related information
- Use of business flows to assist
- Allow security to be aligned
- Changes since CRM 2011

Module 13: User turnoffs
Lessons
- Mental Jarring
- Transitions or Delays
- Slow responses
- Heavy navigation menu driven approaches
- New ways….
- White space

Module 14: Integrated scenarios
Lessons
- Multiple applications
- Unified Service Desk
- MDM/MSE/CRM
- SharePoint/Exchange

Before attending this course, students must have:
• Experience using Microsoft Dynamics CRM 2015, 2013 or 2011.