80728 - Introduction to Microsoft Dynamics CRM 2016 (1 Day)
Description
This course provides information on the basic concepts of Microsoft Dynamics CRM 2016. It provides an overview of information about application navigation, setting up accounts, contacts and activities, using the sales and customer service processes within Microsoft Dynamics CRM, and how to use data imports and exports. It also discusses how to create charts or dashboards that can be used to analyze data, along with how to integrate social media applications with Microsoft Dynamics CRM.
Module 1: Microsoft Dynamics CRM Overview
- Microsoft Dynamics CRM Functionality
- Deployment Options
- Business and Branching Process Flows
- Entity Relationship Model
- Entities, Records, Forms & Fields
- Microsoft Help
Module 1 Key Take Away
Test Your Knowledge Module 1
Test Your Knowledge Answers Module 1
Module 2: Accessing Microsoft Dynamics CRM
- Access Types
- Offline Capabilities
- Security
Module 2 Key Take Away
Test Your Knowledge Module 2
Test Your Knowledge Answers Module 2
Module 3: Navigating Microsoft Dynamics CRM
- Navigating the Menu Bar
- Open and Create Records
- Accounts and Contacts
- Record Action Types
- Activities
- Interaction Wall
- Track Data in Microsoft Outlook
- Views
- Search for Data
- Processes
Module 3 Key Take Away
Test Your Knowledge Module 3
Test Your Knowledge Answers Module 3
Module 4: Sales in Microsoft Dynamics CRM
- Leads
- Opportunities
- Communication Tracking
- Product Database
- Sales Process Flow
Module 4 Key Take Away
Practice Module 4
LAB 4.1: CREATE AND DISQUALIFY A LEAD
LAB 4.2: CREATE AN OPPORTUNITY
LAB 4.3 SALES LIFE CYCLES FROM OPPORTUNITY TO ORDER
Test Your Knowledge Module 4
Test Your Knowledge Answers Module 4
Module 5: Customer Care in Microsoft Dynamics CRM
- Case Management
- Knowledge Base
Module 5 Key Take Away
Practice Module 5
LAB 5.1: CREATE A CASE
LAB 5.2 SEARCH FOR A KNOWLEDGE BASE ARTICLE
Test Your Knowledge Module 5
Test Your Knowledge Answers Module 5
Module 6: Marketing in Microsoft Dynamics CRM
- Plan and Budget
- Marketing Lists
- Campaigns
- Track and Report
Module 6 Key Take Away
Practice Module 6
LAB 6.1: CREATE A QUICK CAMPAIGN
LAB 6.2 CREATE A NEW COMPETITOR AND TIE TO AN OPPORTUNITY
Test Your Knowledge Module 6
Test Your Knowledge Answers Module 6
Module 7: Office 365 and Microsoft Dynamics CRM
- Office 365 Groups
- Office 365 Delve
- OneDrive for Business
Module 7 Key Take Away
Test Your Knowledge Module 7
Test Your Knowledge Answers Module 7
Module 8: Working with Data
- Filter Function on Views
- Export Data to Excel
- Default Reports
- Report Wizard
- Charts
- Dashboards
- PowerBI Dashboards
- Export Templates
Module 8 Key Take Away
LAB 8.1 CREATE A RECORD WITH QUICK CREATE
LAB 8.2 CREATE A SIMPLE ADVANCED FIND QUERY
LAB 8.3 EXPORT CRM DATA TO EXCEL
LAB 8.4 CREATE A REPORT USING THE REPORT WIZARD
LAB 8.5 CREATE A BASIC BAR CHART
LAB 8.6 CREATE AND SHARE A DASHBOARD
Test Your Knowledge Module 8
Test Your Knowledge Answers Module 8
Prerequisites:
- Some basic experience using Windows applications.
- Knowledge of basic sales, marketing, and customer service roles in a business.