MICROSOFT DYNAMICS CRM 365

Introduction to Microsoft Dynamics CRM

  • What is CRM ?
  • What is Microsoft Dynamics CRM 365 ?
  • History of Microsoft Dynamics CRM.
  • Deployment Types.
  • Comparison with other CRM’s in the Market.
  • Out of Box Features (OOB Concepts).

ADMIN MODULE

Sales Module

  • Lead Management.
  • Opportunity Management.
  • Product Management.
  • Quotes, Orders and Invoices.
  • Goal Management.

Marketing Module

  • Marketing Lists.
  • Campaigns.
  • Sales Literature.
  • Quick Campaigns.

Service Module

  • Services.
  • Service Calendar.
  • Case Management.
  • Knowledge Base.
  • Contracts.

Field Service Module

Project Services Module

Activity Feeds

Working with Dash Boards

  • Creating and publishing Dashboards.

Working with Reports

  • Creating reports using reporting wizard.
  • Creating reports using SQL Server Data Tools.
  • Understanding the difference between Online and On-Premise Reports.

Process Driven UI

Accessing CRM from Outlook

Administration, Settings & Configuration

Administration & Security

  • Creating and managing Business Units, Users and Teams.
  • Privileges, Access Levels and Security Roles.
  • Positions & Hierarchies.
  • Creating and managing Security Roles.
  • Auto Numbering, Languages System Settings.
  • Auditing.

Settings & Configuration

  • Business Management.
  • Sites, Sales Territories, Facilities and Resource Groups.
  • Working with Multi Currency.
  • System Queues and Custom Queues.
  • Services and Business Closures.
  • Fiscal Year Settings.
  • Subjects.
  • Connections.
  • Data Management.
  • Duplication Detection Settings, Rules and Jobs.
  • Bulk Record Deletion.
  • Data Maps and Imports.
  • Product Catalog.
  • Understanding the Product Catalog.
  • Unit Groups.
  • Adding Products.
  • Creating Price Lists.
  • Creating Discount Lists.

Workflows & Real Time Workflows

Business Process Flows

Business Rules

Dialogs

Basic and Advanced Customizations in

MS CRM Entity Model

  • Customization Concepts – Entity Types and Attributes.
  • Filtered Views.
  • Creating Custom Entities and Attributes.

CLASSIC (DEVELOPMENT MODULE)

Entity Customization

  • Form Customizations.
  • UI Customization Capabilities.
  • Form Customization – Working with Tabs.

Sections, Fields and Iframes

  • Introduction to Application Event Programming.
  • Using Form and Field Events.
  • Mobile Forms.

Relationships, Views and Advanced Views

  • Types of Relationships.
  • Relationship Behaviour’s.
  • Creating Entity Relationships.
  • Entity Mapping.

Views and Advanced Views

  • Public, Personal and System Views.
  • View Customizations – Common Tasks.
  • Advanced Views Customizations.

Processes (Workflows & Dialogs)

  • Overview of Workflow.
  • Creating Workflows steps through Workflow Design.
  • Overview of Dialogs.
  • Creating Dialog Pages, Prompt and Response.
  • Working with Input Parameters in Dialogs.

Form Scripting

  • Public, Personal and System Views.
  • View Customizations – Common Tasks.
  • Advanced Views Customizations.

Ribbon Customizations

  • Creating & Hiding Ribbon Elements.
  • Enabling & Disabling Ribbon Elements.

LIGHTNING

Introduction to Solutions

  • Managed & Unmanaged Solutions.
  • Importing & Exporting Solutions.

Plugins

  • The Event Execution Pipeline.
  • Developing Plugins.
  • Plugin Registration Tool.
  • Deploying Plugins.
  • Debugging Plugins.

Custom Workflows

  • Developing Custom Workflow Activities.
  • Debugging Custom Workflow Activities.

Microsoft CRM – Outlook Integration

  • Settings.
  • Email Configuration.
  • Email Tracking in CRM.

Tools

  • Ribbon work Bench tool.
  • XRM Tool Box.
  • Role Based Views Introduction.

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