Microsoft Dynamics CRM 4.0: Fast Track to Microsoft Dynamics CRM 4.0 Certification: Become a CRM Developer

Course Overview

After completing the course and the associated exams, students will have the following certifications: Microsoft Certified Business Management Solutions Specialist in CRM 4 Applications and CRM 4 Customisation and Configuration.In addition, the exams form part of the Microsoft Certified Business Management Solutions Professional certifications (Applications - 1 other exam required; Developer - 2 other exams required; Installation and Deployment - 3 other exams required).

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Related Courses

• Microsoft Dynamics CRM 4.0: Customization and Configuration in Microsoft Dynamics CRM 4.0
• Microsoft Dynamics CRM 4.0: Applications
• Microsoft Dynamics CRM 4.0: Installation and Deployment
• Microsoft Dynamics CRM 4.0: Extending Microsoft Dynamics CRM 4.0
• Microsoft Dynamics CRM 4.0: Administration in Microsoft Dynamics CRM 4.0
• Microsoft Dynamics CRM 4.0: Workflow in Microsoft Dynamics CRM 4.0
• Microsoft Dynamics CRM 4.0: Introduction to Microsoft Dynamics CRM 4 for Small and Medium Businesses
• Microsoft Dynamics Sure Step 2.0: Project Managing Microsoft Dynamics CRM Implementations with Microsoft Dynamics Sure Step 2.0
• Microsoft Dynamics CRM 4.0: Fast Track to Microsoft Dynamics CRM 4.0 Certification: Become a CRM Power User
• Microsoft Dynamics CRM 4.0: Fast Track to Microsoft Dynamics CRM 4.0 Certification: Become a CRM Expert

Audience

This fast track course provides students with the training and exams required to achieve certification in Microsoft Dynamics CRM 4.0. It is intended for individuals that plan to implement, deploy, use, maintain, consult or support Microsoft Dynamics CRM 4.0 in their organisation.

Prerequisites

Before attending this course, students must have the following pre-requisites:

• A general knowledge of Microsoft Windows and SQL Server 2005.
• Experience with Microsoft Dynamics CRM, including processes and practices.

Course Outline

1. 8913: Introduction to Microsoft Dynamics CRM
2. 8913: Microsoft Dynamics CRM Basics
3. 8913: Microsoft Dynamics CRM for Microsoft Office Outlook
4. 8913: Introduction to Sales Management
5. 8913: Sales Order Processing
6. 8913: Introduction to Marketing Management
7. 8913: Implementing Marketing Campaigns
8. 8913: Introduction to Service Management
9. 8913: Managing Service Cases
10. 8913: Microsoft Dynamics CRM Knowledge Base
11. 8913: Introduction to Service Scheduling
12. 8913: Service Scheduling Administration
13. Exam MB2-632
14. 8912: Creating Your Organisational Structure
15. 8912: Configuring Security
16. 8912: Configuring Users and Teams
17. 8912: Configuring Organisational Settings
18. 8912: Customising Microsoft Dynamics CRM Overview
19. 8912: Customising Forms and Views
20. 8912: Customising Entities and Attributes
21. 8912: Customising Relationships and Mapping
22. 8912: Renaming Entities and Translating Customisations
23. 8912: Maintaining Organisations Through Deployment Manager
24. 8912: Introduction to Advanced Customisations
25. Exam MB2-631

Supplementary Information The Fast Track courses are run over longer days (from 9:00am to 5:30pm) with short or working lunches. Exams are taken in the evenings from 6:00pm.

Module 1: 8913: Introduction to Microsoft Dynamics CRM

• Gaining a competitive advantage through CRM
• Microsoft Dynamics CRM Modules
• Balancing Usability and Reporting
• Microsoft Dynamics CRM User Interface
• Multi-Language/Multi-Currency Support
• Personalizing the CRM Experience

Skills

• Explain how creating and implementing a CRM strategy provides overall value to an organization.

Module 2: 8913: Microsoft Dynamics CRM Basics

• Microsoft Dynamics CRM in Your Organization
• Customer Records
• Record Ownership and Assignment
• Using Activities to track Customer Interactions
• Using Workflows
• Finding and Maintaining Your Data
• Using Duplicate Detection
• Subject Tree

Skills

• Explain the variety of tools to track, manage, execute, and report on customer interactions.

Module 3: 8913: Microsoft Dynamics CRM for Microsoft Office Outlook

• Integration between Microsoft Dynamics CRM and Outlook
• Record Management in Microsoft Dynamics CRM for Outlook
• E-mail management in Microsoft Dynamics CRM for Outlook
• Creating Mail Merge Documents
• Using Microsoft Dynamics CRM for Outlook with Offline Access

Skills

• Explain the unique benefits of Microsoft Dynamics CRM for Outlook.

Module 4: 8913: Introduction to Sales Management

• Tracking Competitors
• Managing Sales Literature
• Working with Leads
• Working with Opportunities
• Tracking Opportunities through a Sales Process
• Using the Sales Pipeline Report

Skills

• Explain the basic sales process and how they vary between organizations.

Module 5: 8913: Sales Order Processing

• Product Catalog
• Creating Price Lists
• Creating and Revising Quotes
• Creating and Tracking Orders
• Creating and Closing Invoices
• Evaluating Sales Data

Skills

• Explains the role of the product catalog in Microsoft Dynamics CRM.

Module 6: 8913: Introduction to Marketing Management

• Marketing Campaigns vs. Quick Campaigns
• Creating and Using a Marketing Campaign
• Creating and Using Campaign Templates
• Managing Campaign Responses
• Analyzing Campaigns

Skills

• Describe the marketing functionality and key features you can use to increase marketing effectiveness.

Module 7: 8913: Implementing Marketing Campaigns

• Distribute Campaign Activities
• Monitoring Marketing Campaigns
• Capturing and Viewing Campaign Responses
• Working with Campaign Responses
• Analyzing Marketing Information

Skills

• Explain the process for distributing campaign activities.

Module 8: 8913: Introduction to Service Management

• Service Management Process Flow
• Creating Contract Templates
• Creating and Modifying a Contract and Contract Lines
• Renewing Contracts
• Working with Contracts

Skills

• Describe the Microsoft Dynamics CRM service management functionality.

Module 9: 8913: Managing Service Cases

• Understanding Case Management
• Creating Cases
• Working with Cases
• Reactivating, Cancelling and Deleting Cases

Skills

• Explain the concepts of case management in Microsoft Dynamics CRM.

Module 10: 8913: Microsoft Dynamics CRM Knowledge Base

• Knowledge Base Concepts
• Working with Article Templates
• Creating and Submitting Articles
• Approving, Publishing, and Rejecting an Article
• Working with Queues

Skills

• Explain how to use the Microsoft Dynamics CRM Knowledge Base.

Module 11: 8913: Introduction to Service Scheduling

• Service Scheduling Process
• Scheduling Service Activities
• Close, Cancel, or Reschedule a Service Activity
• View Service Activities and Appointments

Skills

• Explain the basic service scheduling process and service scheduling activities in detail.

Module 12: 8913: Service Scheduling Administration

• Scheduling Appointments
• Scheduling Users and Other Resources
• User Work Schedules
• Manage Resource Allocation
• Creating and Managing Sites
• Managing Business Closures

Skills

• Explain the scheduling administration, setup process, and administrative activities in detail.

Module 13: Exam MB2-632

• The ics covered in this exam are:
• Microsoft Dynamics CRM Concepts (34%)
• Sales (18%)
• Marketing (16%)
• Service Management (18%)
• Service Scheduling (14%).

Module 14: 8912: Creating Your Organisational Structure

• Business Units
• Managing Business Units

Skills

• Set up your organisational structure by maintaining business units within an organisation.

Module 15: 8912: Configuring Security

• Microsoft Dynamics CRM Security Features
• Privileges and Access Levels
• Security Roles and Business Units
• Creating and Copying Security Roles
• Planning Security Considerations

Skills

• Review the Microsoft Dynamics CRM security model, the components that make up the model, and how to manage them.

Module 16: 8912: Configuring Users and Teams

• User Management Overview
• Adding and Maintaining User Accounts
• Team Management

Skills

• Explain how to define the users who access Microsoft Dynamics CRM and the teams that share Microsoft Dynamics CRM data.

Module 17: 8912: Configuring Organisational Settings

• System Settings
• Auto Numbering
• Multilingual User Interface
• Multicurrency

Skills

• Examine the variety of configuration settings that enable Microsoft Dynamics CRM to be tailored to satisfy business requirements.

Module 18: 8912: Customising Microsoft Dynamics CRM Overview

• Customisation Methodology
• Upgrading Customisations
• Publishing & Reusing Customisations

Skills

• Explain how Microsoft Dynamics CRM can be customised to adapt to business models.

Module 19: 8912: Customising Forms and Views

• Basic UI Customisation Capabilities
• Form Customisations
• Preview Form Customisation
• View Customisations

Skills

• Examine how to customise the Microsoft Dynamics CRM user interface using the application's customisation tools.

Module 20: 8912: Customising Entities and Attributes

• Customisation Concepts
• Customising Attributes
• Creating a Custom Entity

Skills

• Examine how Microsoft Dynamics CRM allows the creation of new entities and attributes through the application's built-in tools.

Module 21: 8912: Customising Relationships and Mapping

• Entity Relationships
• 1:N Relationship Behaviour
• Creating Entity Relationships
• Entity Mapping

Skills

• Indentify the different types of supported relationships in Microsoft Dynamics CRM.

Module 22: 8912: Renaming Entities and Translating Customisations

• Renaming a Customisable Entity
• Translate Customised Labels

Skills

• Explain how to rename a customisable entity and, in a multilingual deployment, translate customised labels into the required languages.

Module 23: 8912: Maintaining Organisations Through Deployment Manager

• Creating Multiple Organisations
• Deployment Manager -Administrators
• Deployment Manager - Organisations
• Deployment Manager - Servers
• Deployment Manager - License

Skills

• Examine the available tools in Microsoft Dynamics CRM's Deployment Manager utility.

Module 24: 8912: Introduction to Advanced Customisations

• Introduction to Workflow
• Introduction to Application Event Programming
• Using Form Events and Field Events
• Introduction to IFrames
• Introduction to URL Addressable Forms
• Introduction to Creating Custom Menus, Navigation Items and Buttons
• Introduction to ISV.Config Integration Points
• Introduction to SiteMap
• SiteMap Structure
• Introduction to SDK Capabilities

Skills

• Understand the variety of advanced customisation features available with Microsoft Dynamics CRM.

Module 25: Exam MB2-631

• The ics covered in this exam are:
• Configuring Your Deployment (28%)
• Customizing Forms and Views (12%)
• Customizing Entities and Attributes (32%)
• Customizing Relationships and Mappings (20%)
• Maintaining Organizations (8%).

 

Microsoft Dynamics CRM 4.0: Fast Track to Microsoft Dynamics CRM 4.0 Certification: Become a CRM Developer / F1033

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