Microsoft Dynamics CRM 2011: Learn Microsoft Dynamics CRM 2011 CRM: Fastrack

Course Overview

After completing the course, students will be able to use the Microsoft Dynamics CRM user user interface and application terminology; develop basic and advanced navigation and record maintenance; create marketing campaigns; create and maintain account, contact, and activity record management; schedule, administer, and define services; use the sales functionality; configure an organisational structure within Microsoft Dynamics CRM; import and export customisations; customise database entities and attributes; customise entity relationships and mappings.

Please Note: This is an interim course using a combination of CRM 2011 content, CRM 4 Official Curriculum and updated labs for CRM 2011. It has been developed using the Beta version of CRM 2011 and the content may be revised when the final version is released.

This Microsoft training course will help you stay competitive, sharpen your skills and could enhance your Microsoft career prospects.

Related Courses

• Microsoft Dynamics CRM 2011: What is New in Microsoft Dynamics CRM 2011 (80289)
• Microsoft Dynamics CRM 2011: Installation and Deployment
• Microsoft Dynamics CRM 2011: Marketing Automation in Microsoft Dynamics CRM 2011
• Microsoft Dynamics CRM 2011: Sales Management in Microsoft Dynamics CRM 2011
• Microsoft Dynamics CRM 2011: Service Management in Microsoft Dynamics CRM 2011
• Microsoft Dynamics CRM 2011: Service Scheduling in Microsoft Dynamics CRM 2011
• Microsoft Dynamics CRM 2011: Customization and Configuration
• Microsoft Dynamics CRM 2011: Fast Track: Applications in Microsoft Dynamics CRM 2011/CRM Online
• Microsoft Dynamics CRM 2011: Extending Microsoft Dynamics CRM 2011
• Microsoft Dynamics CRM 2011: Introduction to Microsoft Dynamics CRM 2011

Audience

This fast track course provides students with the skills and knowledge to use and customise Microsoft Dynamics CRM 2011. It is intended for individuals that plan to implement, deploy, use, maintain, consult or support Microsoft Dynamics CRM 2011 in their organisation.

Prerequisites

There are no pre-requisites for this course.

Course Outline

Module 1: Introduction to Microsoft Dynamics CRM

• Gaining a competitive advantage through CRM
• Microsoft Dynamics CRM Modules
• Microsoft Dynamics CRM User Interface

Skills

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

Module 2: CRM 2011 Basics

• Microsoft Dynamics CRM in Your Organization
• Customer Records
• Record Ownership and Assignment
• Using Activities to track Customer Interactions
• 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: Microsoft Dynamics CRM for Microsoft Office Outlook

• Integration between Microsoft Dynamics CRM 2011 and Outlook
• Record Management in the Outlook client
• E-mail management in CRM 2011 for Outlook
• Multiple Views and Conditional Formatting
• Creating Mail Merge Documents
• Using CRM 2011 for Outlook with Offline Access

Skills

• Improve productivity with the Outlook client

Module 4: 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: Sales Order Processing

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

Skills

• Use the product catalog in Microsoft Dynamics CRM.

Module 6: Marketing Management

• Marketing Campaigns vs. Quick Campaigns
• Creating and Using a Marketing Campaign
• Creating and Using Campaign Templates
• Dynamic and static marketing lists
• Analysing Campaigns

Skills

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

Module 7: 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: Service Management

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

Skills

• Use the CRM 2011 service management functionality.

Module 9: Managing Service Cases

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

Skills

• Explain the concepts of case management in CRM 2011.

Module 10: 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 11: 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 12: Productivity Tools Overview

• Personalisation
• Visualisation
• Shortcuts

Skills

• Understand how to enhance productivity using CRM 2011 features.

Module 13: Personalisation

• Set user preferences including language and currency
• Personal Views
• Outlook Options

Skills

• Set up CRM to be more relevant and more effective.

Module 14: 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 15: Processes: Workflow & Dialogs

• Use workflows and dialogs to automate processes, improve productivity and set standards.
• Use triggers, stages, actions, conditions and waits to define a workflow
• Use variables, prompts, responses and forms to set up a dialog
• Monitoring processes

Skills

• Design and create a simple workflow and a staged workflow.
• Create a dialog.
• Manage CRM processes.

Module 16: Importing Data

• Importing records into an entity
• Migrating Data
• Data Jobs
• Duplicate checks

Skills

• Import existing data into the CRM environment.

Module 17: Visualisation

• Running reports
• Export Data to Excel
• Use the report wizard
• Managing reports
• Creating Charts
• Creating Dashboards
• Setting Metrics and Goals

Skills

• Use Excel and SSRS reporting capabilities to get overviews, summaries and exception reports.
• Use Dashboards and Charts to show the current state and highlight exceptions.

Module 18: Creating Your Organisational Structure

• Business Units
• Managing Business Units

Skills

• Set up the business unit hierarchy for the organisation.

Module 19: 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 20: 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 21: 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 22: Customising Forms and Views

• Basic UI Customisation Capabilities
• Form Customisations with tabs, sections, sub-grids, IFrames
• Multiple Forms
• Preview Form Customisation
• View Customisations

Skills

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

Module 23: Customising Entities and Fields

• Customisation Concepts
• Customising Fields
• Creating a Custom Entity

Skills

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

Module 24: 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 25: 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 26: Introduction to Solutions

• Default and custom solutions
• Importing managed and unmanaged solutions
• Introduction to Application Event Programming
• Using Form Events and Field Events
• Introduction to IFrames and Web resources
• Introduction to URL Addressable Forms
• Introduction to the Ribbon, 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.

 

Microsoft Dynamics CRM 2011: Learn Microsoft Dynamics CRM 2011 CRM: Fastrack / 1041

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