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805750: Microsoft Dynamics CRM 2015/2016 Sales Service and Customization Boot Camp

Day 1: Sales (805705)

Module 1: Introduction to Sales Management


  • Customer who use Dynamics CRM and scenarios
  • Basic Record Types for Sales Management
  • An overview of the Sales Process

Module 2: Lead Management


  • Lead to Opportunity Process Form and Process Ribbon
  • Convert Activity Records to Leads
  • Qualifying and Disqualifying Leads
  • Create, Maintain, and Use Sales Literature
  • Create, Maintain, and Use Competitors

Module 3: Working with Opportunity Records


  • Create Opportunities and Work with Opportunity Form
  • Changing Opportunity Status

Module 4: Working with the Product Catalog


  • The Microsoft Dynamics CRM Product Catalog
  • Unit Groups
  • Adding and Maintaining Products
  • Creating, Maintaining and Using Price Lists
  • Currency Management
  • Creating a Price List

Module 5: Sales Order Processing


  • Adding Line Items (Opportunity Products) to Opportunities
  • Quote Management
  • Working with Orders
  • Working with Invoices

Module 6: Marketing


  • The Dynamics Marketing Module
  • Marketing List Management
  • Marketing Campaigns and Activities
  • Campaign Responses
  • Quick Campaigns
  • Marketing Goals and Reports
  • Microsoft Marketing as a Service and Marketing Professional Users
  • Dynamics Marketplace

Module 7: Metrics and Goals


  • Configuring Goal Metrics
  • Configuring Fiscal Periods
  • Creating and Assigning Goal Records
  • Creating and Recalculating Parent and Child Goal Records
  • Creating a Rollup Query

Module 8: Sales and Marketing Analysis


  • Running Built-in Reports
  • Exporting Sales Information to Excel
  • Working with Charts and Dashboards
  • Working with System Charts from the Opportunity List
  • Working with Dashboards
  • Create a New Dashboard in the Workplace
  • Sharing Dashboards, Charts, and Advanced Find Queries


Day 2: Service (805710)

Module 1: Introduction


  • Customer Scenarios
  • Customer Service Entities and Record Types
  • What’s new in Dynamics CRM 2015 for Service Management
  • The process flow and steps and stages
  • How and why an organization

Module 2: Cases


  • Creating Case Records
  • Understanding the Process Ribbon and Menu Options
  • Case Resolution, Canceling and Deleting
  • Assigning Case Records
  • Other Actions on Cases From Forms and Views
  • Working with the Subject Tree
  • Working with the Case List and Views

Module 3: Knowledge Base


  • Article Templates
  • Creating, Approving and Publishing Articles
  • Using and Searching the Knowledge Base
  • Cases and Knowledge Base Articles
  • Sending Knowledge Base Articles

Module 4: Queue Management


  • Queue Management
  • Assigning Teams or Users to Cases

Module 5: Contracts for Service and Support


  • Contracts and Contract Templates
  • Incident based or Time Based Contracts
  • Creating and Working with Contracts
  • Using Contracts with Cases

Module 6: Analysis, Reports and Goals


  • Improving Organizational Performance
  • Customer Service Reports
  • Customer Service Charts and Dashboards
  • Customer Service Goals and Metrics

Module 7: Service Scheduling


  • Service Scheduling Scenarios
  • Service Scheduling Terminology
  • Service Scheduling Process
  • Resources, Services and Selection Rules
  • Include Customer Preferences
  • Understand Sites and Same-Site Requirements
  • Manage Business Closures
  • Explain the Service Activity Scheduling Engine
  • Working with Service Activities and the Service Calendar
  • Close, Cancel, or Reschedule a Service Activity


Day 3 to Day 5: Customization (805715)

Module 1: Introduction to Customizing Microsoft Dynamics CRM


  • The Dynamics CRM project management process
  • Customization or Development
  • Dynamics CRM Solutions
  • Introduction to Entity Customization

Module 2: Building a Security Model in Microsoft Dynamics CRM


  • Introduction to the Dynamics CRM Security Model
  • Business Units
  • Security Roles
  • User and Team Management
  • Assigning and Sharing with Users and Teams and Security Roles

Module 3: Customizing Entities


  • Entity Customization Concepts
  • Create a Custom Entity
  • Additional Entity Properties
  • Modifying the Configuration of an Entity

Module 4: Customizing Fields


  • Field Data Types
  • Field Display Formats
  • Field Properties
  • Customize Existing Fields
  • Configure Option Sets
  • Status and Status Reason Fields
  • Deleting Fields

Module 5: Managing Relationships


  • Types of Entity Relationships
  • Create Entity Relationships One to Many (1:N) Relationship
  • Field Mapping between Entities
  • Many to One (N:1) Relationships between Entities
  • Many to Many (N:N) Relationships between Entities
  • Connections and Connection Roles

Module 6: Customizing Forms


  • Financial Reason Codes
  • Create and Modify Forms
  • Quick Create and Quick View Forms
  • Main Forms and Mobil Forms
  • Manage Multiple Forms

Module 7: Configuring Business Rules


  • Configure Business Rules

Module 8: Customizing View


  • Creating View s
  • Customization Concepts
  • System and Personal Views
  • Removing Unwanted Views

Module 9: Customizing Charts and Dashboards


  • Create and Modify Charts
  • Export and Import Charts
  • Create and Modify Dashboards

Module 10: Additional Security Options


  • Field Security
  • Access Team Templates
  • Auditing Overview

Module 11: Business Process Flows Lessons


  • Business Process Flows

Module 12: Adding functionally with Solutions


  • The solution model
  • Choosing a Solution
  • Importing and Export a solution

Course Registration


5 days


Course Outline