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MS Dynamics CRM Training

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Course type: Online Instructor led Course

Platform: Online

Course ID: 42027

Course type: Online Instructor led Course

Platform: Online

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About the Course



Topics To Be Covered

Day 1

·         What is CRM? 

·         How to Access CRM?

·         How to Activate 30 days CRM online trial version

·         Three Modules in CRM - Sales, Marketing and Services

·         CRM Records: 

  •   Owner of the record 

  •   Status of the record 

  •    Sorting 

·         CRM Online and on-premise Version 

·         User Creation and assign security roles 


·         Assigning and sharing records 

·         Search and Advanced find view 

·         ad-hoc query using advanced find view and download fetchXML

·         Using other Language in CRM (Language Pack) 

·         Options 


·         CRM Architecture

·         MS CRM Entity Model

·         Customization Concepts â?? Entity Types and Attributes

·         Creating Custom Entities and Attributes

·         Option set & Global Option Set


·         Types of Form â??

·         Quick Create Form

·         Quick View Form

·         Mobile form

·         Creating Multiple Main Form

·         Role based Form


·         Types of Relationships

·         Relationship Behaviors

·         Creating Entity Relationships

·         Editable Grid 


·         Default Solution

·         Managed Solution 

·         Unmanaged Solution

·         Managed Properties


·         Sales Life Cycle

·         Lead, Opportunity

·         Quote, Order

·         Invoice

·         Sales Literature


·         Business Rules


·         Unit Group and configure Units

·         Price List and associate price list with Product 


·         Discount List 

·         Product Family,

·         Product and Product Bundle configuration


·         Marketing Life Cycle:

·         Campaign, Quick Campaign,

·         Marketing list,

·         Campaign Activity,

·         Campaign Responses.


  • Service Life Cycle

    • Overview of service module

    • Service Management & Service Scheduling 

    • Case Entity 

    • Routing Rules



  • Queue: Private Queue & Personal Queue 

  • Add case to a queue: based on routing rule 

  • Knowledge Base Article: (a) Directly create (b) Create from Template 

  • Creating Subject for knowledge based Article 


·         SLA (Service Level Agreements) 

·         Type OF SLA: Standard SLA & Enhanced SLA

·         Business Scenario: implement SLA 

·         Entitlement 

·         Create an entitlement: From Template & from scratch

·         Define Entitlement Terms

·         Associate entitlements to cases

·         Business Scenario: Implement Entitlement 

·         Crating Service Level Agreement (SLA) with Entitlement 



  • Business Unit 

  • Team 

  • User

  • Security Model in CRM â??

    • Role Based Security,

    • Access rights and Privileges 


  • Implemented Security Model in CRM â??

    • Record Level Security

    • Field Level Security


·         Data Management

·         Duplication Detection Settings and Rules

·         Bulk Record Deletion

·         Data Maps and Imports


·         View

·         Personal View & System View

·         Charts

·         Personal Chart & System Chart

·         Dashboard

·         Personal Dashboard & System Dashboard


·         Business Rule


·         Business Process Flow


·         Overview of Workflow

Creating Workflows through Workflow Designer


·         Overview of Dialogs

·         Creating Dialog Pages, Prompt and Response



·         Plugin

·         Developing Plugins

·         Deploying Plugins

·         Debugging Plugins


·         Web Resources

·         I Frames

·         Reports



·         Ribbon Customizations

·         Creating & Hiding Ribbon Elements

·         Enabling & Disabling Ribbon Elements


·         Data Management

â?¢    Duplication Detection Settings and Rules

â?¢    Bulk Record Deletion

â?¢    Data Maps and Imports

Date and Time

Not decided yet.

About the Trainer

Manish picture

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1 Courses



5 Years of Experience

I am working as a freelance MS Dynamic CRM trainer, with over 12.5 years of IT experience that includes over 4.5 years in MS dynamic CRM and from last 4 years I am also involved in on-line MS Dynamic CRM Training.


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