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Microsoft Dynamics CRM 2013
Introduction to Microsoft Dynamics CRM 2013
1. Describe at a high level key Microsoft Dynamics CRM concepts.
2. Explain how customer records, addresses, notes, attachments, connection records, and activities are recorded in Microsoft Dynamics CRM and how to configure personal options.
3. Work with records and views.
4. Use Microsoft Dynamics CRM for Outlook to track and synchronize items and manage offline capability.
5. Search and report on Microsoft Dynamics CRM data.
MS CRM 2013 New Features
1. User Interface
2. Base & Extension Table Changes
3. CRM Services
4. CRM Solutions
5. Update Rollups
6. Phone Format
7. Access Teams
8. Server-side Synchronization
9. Business Process Flow
10. Quick View, Quick Create
11. Portable Business Logic
12. Real time Workflows
Installation and Deployment in Microsoft Dynamics CRM 2013
1. Describe the components that are required for a successful Microsoft Dynamics CRM implementation.
2. Identify the hardware and software requirements for each component of a Microsoft Dynamics CRM implementation.
3. Install Microsoft Dynamics CRM Server.
4. Install Microsoft Dynamics CRM Reporting Extensions.
5. Install and configure the Microsoft Dynamics CRM E-mail Router.
6. Describe the deployment methods for installing Microsoft Dynamics CRM for Outlook.
7. Upgrade to Microsoft Dynamics CRM 2013.
8. Manage Microsoft Dynamics CRM organizations using the Deployment Manager.
Sales Management and Marketing Automation in Microsoft Dynamics CRM 2013
Module 1: Introduction
? This module introduces the capabilities of Microsoft Dynamics CRM that allow you to track and manage the sales process from potential to close.
1. Overview of the Sales Process in Microsoft Dynamics CRM
2. Core Records in the Sales Process
3. Tracking Competitors and Managing Sales Literature
4. Working with Leads
5. Working with Opportunities
6. Sales Processes, Workflows and Dialogs
Module 2: Working with the Product Catalog
? This module describes the role of the product catalog in Microsoft Dynamics CRM and the benefits of using it. It shows the tasks that are required to configure a product catalog, including setting up and maintaining unit groups, products, and price lists. It also describes and demonstrates the important role of the product catalog and price lists in the sales process.
1. The Product Catalog and the Sales Process
2. Unit Groups
3. Adding and Maintaining Products
4. Creating, Maintaining and Using Price Lists
Module 3: Sales Order Processing
? This module discusses the tools used to capture important sales information and uncover new business opportunities. Although, quotes, orders, and invoices are an important part of the sales processes and provide a complete view of the customer, implementing a sales process allows users to initiate, track, and close sales consistently and efficiently.
1. The Microsoft Dynamics CRM Sales Order Process
2. Opportunities, Quotes, and the Sales Process
3. Working with Orders
4. Working with Invoices
Module 4: Analysis, Reporting and Goals
? This course discusses a number of tools you can use to analyze and report on sales-related information in Microsoft Dynamics CRM.
1. Analyzing Sales Information with Lists, Views and Charts
2. Working with Reports
3. Exporting Sales Information to Microsoft Office Excel
4. Creating and Managing Sales Goals
5. Creating Charts
Service Management and Service Scheduling in Microsoft Dynamics CRM 2013
Module 1: Introduction to Service Scheduling
? This module discusses the scheduling process, scheduling engine, and scheduling service activities in detail since they are key entry points in the scheduling process.
1. Service Scheduling Overview
2. Service Scheduling Scenarios
3. Service Scheduling Process
4. Working with Service Activities and the Service Calendar
5. Closing, Canceling, or Rescheduling a Service Activity
6. Using Charts and Reports to Analyze Service Activities
Module 2: Advanced Topics
? This module presents how to use service scheduling in situations that have complex scheduling requirements.
1. Understanding the Service Activity Scheduling Engine
2. Resources, Services and Selection Rules
3. Incorporating Customer Preferences
4. Resource and Service Capacity Requirements
5. Understanding Sites and Same-Site Requirements
Customization and Configuration in Microsoft Dynamics CRM 2013
Module 1: Customizing Microsoft Dynamics CRM Overview
? This module describes the customization architecture of CRM. The principles behind Solutions and their components are introduced.
1. Customization Methodology
2. Who can Customize Microsoft Dynamics CRM?
3. Types of Customizations
4. Types of Customizations - Solutions
Module 2: Customizing Fields
? This module explains the use of fields in Microsoft Dynamics CRM. The module describes the concept of data types and formats for fields; and, how to create them in for system and custom entities.
1. Customization Concepts
2. Field Data Types
3. Field Properties
4. Creating Fields
5. Creating Option Sets
Module 3: Customizing Entities
? This module describes the concept of an entity in Microsoft Dynamics CRM. The module explains how to create new entities and the various configuration options available. It explains the difference between standard and activity entities and the different scenarios in which they can be used.
1. Entity Concepts
2. Modifying Custom Entities
Module 4: Customizing Relationships and Mappings
? This module explains the purpose of entity relationships in Microsoft Dynamics CRM. The module describes how to create and customize 1: N, N: 1 and N: N relationships and explains the difference between native and manual N: N relationships.
1. Types of Entity Relationships
2. Creating Entity Relationships
3. Entity Mapping
Module 5: Customizing Forms, Views and Charts
? This module explains the design, creation and customization of Views, Charts and Forms. Views design includes the use of filters and columns lists; and, the idea of system and personal views. The module goes on to explain how to create charts and how to configure charts for various Microsoft Dynamics CRM areas. Form design is covered in detail, including the use of web components on forms, form security and filtered lookups.
1. Basic UI Customization Capabilities
2. View Customization Overview
4. Form Customization Overview
5. Other Form Objects
6. Creating New Forms
7. View Customization
8. Creating Charts
9. Forms Design
Module 6: Configuring Field Security
? This module explains the concept of field security in Microsoft Dynamics CRM. The module describes how to create and implement Field Security Profiles and how those profiles complement the other security mechanisms in Microsoft Dynamics CRM.
1. Field Security Scope
2. Field Security and Other Security Methods
Module 7: Configuring Auditing
? This module describes the auditing architecture of Microsoft Dynamics CRM. It explains how auditing can be enabled at three levels in Microsoft Dynamics CRM: system, entity and field. The module describes how to view and interpret auditing data.
1. Enabling Auditing
2. Viewing Audit Data
3. Managing Audit Partitions
Module 8: Business Units and Security Roles
? This module explains how to create and configure Business Units in Microsoft Dynamics CRM. It also explains the design principles behind Security Roles, and how to create and modify new Security Roles.
1. Business Units
2. Managing Business Units
3. Security Features
Module 9: Configuring Users and Teams
? This module describes how to create and configure Users and Teams in Microsoft Dynamics CRM. The module explains the interaction between Active Directory and Users and examines how to assign Security Roles to both Users and Teams.
1. User Management Overview
2. Adding and Maintaining User Accounts
3. Team Configuration
Module 10: Configuring Solutions
? This module builds on the principles described in module 3 to explain how to create and configure Solutions. The module describes the difference between managed and unmanaged Solutions and illustrates the methods used to export and import both types.
1. Solutions Review
2. Exporting and Importing Unmanaged Solutions
3. Exporting and Importing Managed Solutions
Extending Microsoft Dynamics CRM 2013
1. Describe how Microsoft Dynamics CRM 2013 is extended and the core extensibility features.
2. Use common methods to access system and custom entities, including the Security Model, business logic, xRM Framework and exceptions.
3. Execute queries in the Microsoft Dynamics CRM database, including Query Attribute, QueryByExpression, LINQ, FetchXM, filtered views and OData.
4. Explain how the Organization Service web service interacts with Microsoft Dynamics CRM metadata.
5. Develop custom workflow activities for use within Microsoft Dynamics CRM that run code when configured workflow or dialog rules are created.
6. Debug custom workflow activity code and use declarative workflows for On-premise deployments.
7. Use Plug-ins to extend the functionality of events for any entity in Microsoft Dynamics CRM 2013.
8. Use the built-in features of the Microsoft Dynamics CRM application and understand how the Dynamics CRM application behaves when forms are loaded or saved, field data changed, tabs change state, and when IFRAMES are uploaded.
9. Add custom buttons, menu items and modifications to the navigation areas, including interaction with the Site Map and the Ribbon.
11. Use web resources to enable the storage of shared blocks of code or resources for reuse across the Microsoft Dynamics CRM web application.
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