Microsoft dynamics crm
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Transcript of Microsoft dynamics crm
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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