Microsoft Dynamics CRM Training

Introduction
Benefits of Closed Loop Marketing
Creating and Using Marketing Lists
Marketing Campaigns and Quick Campaigns
Quick Campaigns
Introduction to Marketing Campaigns
Creating a Marketing Campaign
Creating and Using Campaign Templates
Importing Leads
Implementing and Managing Marketing Campaigns
Campaigns, Campaign Activities and Marketing Lists
Creating and Using Email Templates
Sales Literature, Products and Price Lists
Distributing Campaign Activities
Capturing and Viewing Campaign Responses
Working with Campaign Responses
Analysis, Reporting and Goals
Analyzing Marketing Information with Lists, Views and Charts
Working with Reports
Creating and Managing Marketing Goals
Creating Charts
Customizing and Working with Dashboards
Sales Management in Microsoft Dynamics
Introduction
Overview of the Sales Process in Microsoft Dynamics CRM
Core Records in the Sales Process
Tracking Competitors and Managing Sales Literature
Working with Leads
Working with Opportunities
Sales Processes, Workflows and Dialogs
Working with the Product Catalog
The Product Catalog and the Sales Process
Unit Groups
Adding and Maintaining Products
Creating, Maintaining and Using Price Lists
Sales Order Processing
The Microsoft Dynamics CRM Sales Order Process
Opportunities, Quotes, and the Sales Process
Working with Orders
Working with Invoices
Analysis, Reporting and Goals
Analyzing Sales Information with Lists, Views and Charts
Working with Reports
Exporting Sales Information to Microsoft Office Excel
Creating and Managing Sales Goals
Creating Charts
Dashboards
Service Management in Microsoft Dynamics
Introduction
Getting Started with Service Management
Cases and the Service Management Process
Queues and Contracts in Service Management
Working with Cases in the Case Grid
Working with Cases and Contracts
Creating Case Records
Working with Cases
Contracts and Contract Templates
Creating and Working with Contracts
Using Contracts with Cases
Using the Knowledge Base
Article Templates
Creating, Approving and Publishing Articles
Using and Searching the Knowledge Base
Cases and Knowledge Base Articles
Working with Teams and Queues
Introduction to Teams
Introduction to Queues
Creating and Managing Queues
Working with Queues and Queue Items
Using Workflows with Queues
Analysis, Reporting and Goals
Service Management Reports
Service Management Charts and Dashboards
Goal Management for Service
Service Scheduling in Microsoft Dynamics
Introduction
Service Scheduling Overview
Service Scheduling Scenarios
Service Scheduling Process
Working with Service Activities and the Service Calendar
Closing, Canceling, or Rescheduling a Service Activity
Using Charts and Reports to Analyze Service Activities
Advanced Topics
Understanding the Service Activity Scheduling Engine
Resources, Services and Selection Rules
Incorporating Customer Preferences
Resource and Service Capacity Requirements
Understanding Sites and Same-Site Requirements
Microsoft Dynamics Customization and Configuration
Business Units and Security Roles
Business Units
Managing Business Units
Security Features
Configuring Users and Teams
User Management Overview
Adding and Maintaining User Accounts
Team Configuration
Customizing Microsoft Dynamics CRM Overview
Customization Methodology
Who can Customize Microsoft Dynamics CRM?
Types of Customizations
Types of Customizations – Solutions
Customizing Fields
Customization Concepts
Field Data Types
Field Properties
Creating Fields
Creating Option Sets
Customizing Entities
Entity Concepts
Modifying Custom Entities
Customizing Relationships and Mappings
Types of Entity Relationships
Creating Entity Relationships
Entity Mapping
Customizing Forms, Views and Charts
Basic UI Customization Capabilities
View Customization Overview
Charts
Form Customization Overview
Other Form Objects
Creating New Forms
Configuring Field Security
Field Security Scope
Field Security and Other Security Methods
Configuring Auditing
Enabling Auditing
Viewing Audit Data
Managing Audit Partitions
Configuring Solutions
Solutions Review
Exporting and Importing Unmanaged Solutions
Exporting and Importing Managed Solutions