Microsoft Dynamics CRM

Online TrainingBy Arrowsol Technologies

Microsoft Dynamics CRM product is customer relationship management software released by Microsoft.

The CRM software is user friendly and it helps in improving the client customer relationship.

It is having two modules: CRM Functional CRM Technical

What is MSD CRM?

Deploy a CRM Software that adapts to any or all of your business processes. One can access the data in the CRM using a web browser, outlook or tablet.

User interfaces can be personalized according to the preferences and job roles of the colleagues.

Gain timely business insight through real-time CRM reports & dashboards.

The processing costs can be reduced and the efficiency will be increased.

Customers can be retained and the sales drive can be improved.

Why Microsoft Dynamics CRM?

One can easily integrate the software with the outlook.

CRM with in cloud. Easily adopts to fit your business. Efficiency of reporting can be improved. Receive CRM updates to improve the

efficincy of the software.

Benefits of Microsoft CRM:

MICROSOFT CRM Functional Modules:

MSCRM Basics MSCRM Introduction

MSCRM Architecture, Layers and TechnologyMSCRM Basic NavigationsAccounts, Contacts , Activities

Sales & Marketing  Management Lead Management

Opportunity ManagementProduct ManagementCampaign ManagementMarketing List ManagementQuotes, Order, Invoice ManagementCompetitors and Goal ManagementSales Literature and Marketing Materials

CRM Functional Content:

Service Management Case Management

Service ManagementContract ManagementKnowledge Base Article Management

Business Management Fiscal Year, Business Closures

Goal MetricsFacilities and Equipment’sQueue management (Configuring POP3, SMTP, Gmail)Resource GroupQuota, Sales Territories, Site ManagementSubjects, Connection & Relationship Roles.

CRM Functional Content:

Administration System Settings, Server Settings

Business Unit, Security Roles creations.Field Security ProfilesTeam, User CreationAccess and PrivilegesAuto Numbering, Languages Settings

Database Management Data Imports

Data MapsTemplates of Data ImportsDuplicate Detection Settings, Rules, JobsBulk Deletion

CRM Functional Content:

Customization& Solutions Customization of System Entity, Custom Entity

Entity Creation, Attribute CreationsForm Creation, Section, Tabs, I frames,Relationship (1:N, N:1, N:N)Views creationTemplates creation (Email, Contract, KB)Understanding SolutionsImport & Export Customization

Document Management Document Management

Share point Document LocationsComponents Management

Report Management Dashboard Creations

Customizing Reports

CRM Functional Content:

Import and Exports of Reports Customizing RDL files with Business Intelligence

Studio (Basic) Goal Management Goal Audit Settings

Entity and Field Audit SettingsAudit Log ManagementAudit Summary

Workflow Creations Process Creations

Process Triggers, Loops, Branch, ChainProcess Export, Import and PublishWorkflow Rules

CRM Functional Content:

Course Snapshots Marketing Automation in Microsoft Dynamics CRM 2011(80290A) Module 1: Introduction Benefits of Closed Loop Marketing

Creating and Using Marketing ListsMarketing Campaigns and Quick CampaignsQuick CampaignsIntroduction to Marketing CampaignsCreating a Marketing CampaignCreating and Using Campaign TemplatesImporting Leads

Module 2: Implementing and Managing Marketing Campaigns Campaigns, Campaign Activities and Marketing Lists

Creating and Using Email TemplatesSales Literature, Products and Price ListsDistributing Campaign ActivitiesCapturing and Viewing Campaign ResponsesWorking with Campaign Responses

CRM Functional Content:

Module 3: Analysis, Reporting and Goals

Analyzing Marketing Information with Lists, Views and ChartsWorking with ReportsCreating and Managing Marketing GoalsCreating ChartsCustomizing and Working with DashboardsSales Management in Microsoft Dynamics CRM 2011 (80291A)

CRM Functional Content:

Module 1: Introduction Overview of the Sales Process in Microsoft Dynamics

CRMCore Records in the Sales ProcessTracking Competitors and Managing Sales LiteratureWorking with LeadsWorking with OpportunitiesSales Processes, Workflows and Dialogs

Module 2: Working with the Product Catalog The Product Catalog and the Sales Process

Unit GroupsAdding and Maintaining ProductsCreating, Maintaining and Using Price Lists

CRM Functional Content:

Module 3: Sales Order Processing The Microsoft Dynamics CRM Sales Order Process

Opportunities, Quotes, and the Sales ProcessWorking with OrdersWorking with Invoices

Module 4: Analysis, Reporting and Goals Analyzing Sales Information with Lists, Views and

ChartsWorking with ReportsExporting Sales Information to Microsoft Office ExcelCreating and Managing Sales GoalsCreating ChartsDashboards

CRM Functional Content:

Service Management in Microsoft Dynamics CRM 2011(80292A)

Module 1: Introduction Getting Started with Service Management

Cases and the Service Management ProcessQueues and Contracts in Service ManagementWorking with Cases in the Case Grid

Module 2: Working with Cases and Contracts Creating Case Records

Working with CasesContracts and Contract TemplatesCreating and Working with ContractsUsing Contracts with Cases

CRM Functional Content:

Module 3: Using the Knowledge Base Article Templates

Creating, Approving and Publishing ArticlesUsing and Searching the Knowledge BaseCases and Knowledge Base Articles

Module 4: Working with Teams and Queues Introduction to Teams

Introduction to QueuesCreating and Managing QueuesWorking with Queues and Queue ItemsUsing Workflows with Queues

Module 5: Analysis, Reporting and Goals Service Management Reports

Service Management Charts and DashboardsGoal Management for ServiceService Scheduling in Microsoft Dynamics CRM 2011 (80293A)

CRM Functional Content:

Module 1: Introduction Service Scheduling Overview

Service Scheduling ScenariosService Scheduling ProcessWorking with Service Activities and the Service CalendarClosing, Canceling, or Rescheduling a Service ActivityUsing Charts and Reports to Analyze Service Activities

Module 2: Advanced Topics Understanding the Service Activity Scheduling Engine

Resources, Services and Selection RulesIncorporating Customer PreferencesResource and Service Capacity RequirementsUnderstanding Sites and Same-Site Requirements

CRM Functional Content:

Microsoft Dynamics CRM 2011 Customization and Configuration (80294A)

Module 1: Business Units and Security Roles Business Units

Managing Business UnitsSecurity Features

Module 2: Configuring Users and Teams User Management Overview

Adding and Maintaining User AccountsTeam Configuration

Module 3: Customizing Microsoft Dynamics CRM Overview Customization Methodology

Who can Customize Microsoft Dynamics CRM?Types of CustomizationsTypes of Customizations – Solutions

CRM Functional Content:

Module 4: Customizing Fields Customization Concepts

Field Data TypesField PropertiesCreating FieldsCreating Option Sets

Module 5: Customizing Entities Entity Concepts

Modifying Custom Entities Module 6: Customizing Relationships and Mappings Types of Entity Relationships

Creating Entity RelationshipsEntity Mapping

CRM Functional Content:

Module 7: Customizing Forms, Views and Charts

Basic UI Customization CapabilitiesView Customization OverviewChartsForm Customization OverviewOther Form ObjectsCreating New Forms

Module 8: Configuring Field Security Field Security Scope

Field Security and Other Security Methods

CRM Functional Content:

Module 9: Configuring Auditing Enabling Auditing

Viewing Audit DataManaging Audit Partitions

Module 10: Configuring Solutions solutions Review

Exporting and Importing Unmanaged SolutionsExporting and Importing Managed Solutions

CRM Functional Content:

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