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Microsoft Dynamics CRM 2011 Online Training .pdf



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Microsoft Dynamics CRM 2011 Online Training – Applications
Duration: 30 hours

Sales Management in Microsoft Dynamics CRM 2011 (3 hrs.)
1. Introduction
Overview of the Sales Process in Microsoft Dynamics CRM
Core Records in the Sales Process
Tracking Competitors and Managing Sales Literature
Qualify and Convert Leads
Running a Dialog Process
2. Working with the Product Catalog
The Product Catalog and the Sales Process
Unit Groups
Adding and Maintaining Products
Creating, Maintaining and Using Price Lists
3. Sales Order Processing
The Microsoft Dynamics CRM Sales Order Process
Opportunities, Quotes, and the Sales Process
Working with Orders
Working with Invoices
4. LAB Exercises
Marketing Automation in Microsoft Dynamics CRM 2011 (3 hrs.)
1. Introduction
Benefits of Closed Loop Marketing

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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
2. Implementing and Managing Marketing Campaigns in MS CRM Dynamics
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
3. LAB Exercises
Service Management in Microsoft Dynamics CRM 2011 ( 3hrs)
1. 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
2. Working with Cases and Contracts
Creating Case Records
Working with Cases

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Contracts and Contract Templates
Creating and Working with Contracts
Using Contracts with Cases
3. Using the Knowledge Base
Article Templates
Creating, Approving and Publishing Articles
Create, activate, deactivate and delete Knowledge Base article templates.
Utilize articles to assist in resolving cases.
4. Working with Teams and Queues
Introduction to Teams
Introduction to Queues
Creating and Managing Queues
Working with Queues and Queue Items
5. LAB Exercises
Reports and Goal Management (2 hrs)
Generating standard Reports for all the above modules
Working with standard CRM Reports.
Working with Goals, Goal Metrics.
Creating Goal Metrics.
Workflow and Dialogues for all the above modules.

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Microsoft Dynamics CRM 2011 Customization and Configuration
Duration – 20 hrs
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
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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
LAB Exercise.
Java Script Hints.

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