805495-05 Dynamics CRM 2013 for Service Management and Government
Course Description
In just five days, you will understand CRM 2013 from the following roles:
- Administrator
- Developer
- End user
- System customizer
- You will also learn how to perform a CRM 2013 deployment.
Includes selected modules from the following courses:
80545: Service Management in Microsoft Dynamics CRM 2013 (for government)
80542: Microsoft Dynamics CRM 2013 Customization and Configuration
80295: Extending Microsoft Dynamics (Updated for CRM 2013)
Overview
- Introduction to CRM 2013
- Service and case management
- CRM 2013 processes and workflows
- Case-focused deployments (government)
- Customization and Configuration
- Extending CRM 2013
(Note: many of the modifications and scripts require on-premise Dynamics CRM 2013.)
Course Outline
80545: Service Management in Microsoft Dynamics CRM 2013
You will learn how to:
- Navigate/use the CRM 2013 user interface (UI)
- Work with and create dashboards
- Work with various customer service scenarios
- Work with cases and complete case resolution processes
- Use queues to organize and store activities/cases
- Use knowledge base articles to assist customer service representatives with cases
- Use contract management to specify support services for customers
- Use reporting insights for trends and performance to identifying opportunities and potential issues
- Practice goal-management features to establish and track progress against KPI targets
- Use the service scheduling functionality to manage complex combinations of resources
80542: Microsoft Dynamics CRM 2013 Customization And Configuration
You will learn how to:
- Design strategies for business units and security roles
- Create and configure Users and Teams
- Explore all facets of system customization
- Create/configure fields for both custom and system entities
- Create/configure custom entities, including standard and activity entities
- Design/create/configure relationships between entities
- Create/configure views, charts and forms
- Configure field security
- Configure and track components
- Design/create/configure solutions
- Install managed and unmanaged solutions
80295: Extending Microsoft Dynamics CRM (Updated for CRM 2013)
You will learn how to:
- Access system and custom entities (Security Model, business logic, xRM Framework and exceptions)
- Articulate the advantages and disadvantages of Dynamics development languages
- Understand how the Organization Service interacts with Dynamics CRM metadata
- Create workflow activities that run code when configured or on dialog rule creation
- Use Plug-ins to extend the functionality of events
- Use the built-in features of the Dynamics CRM application
- Load/save forms
- Change field data, tabs change state, and upload IFRAMES
- Modify buttons, menu items, navigation, site map, navigation ribbon
- Add custom web content to forms (e.g. HTML, images, Silverlight, JavaScript)