Microsoft - Dynamics CRM 2013



Kun 8 dage



Klasseværelse / Online / Hybrid

Næste dato

Næste dato:

27/3/2023 (Mandag)

Du vil lære

Course 80539A: Installation and Deployment in Microsoft Dynamics CRM 2013

System Requirement and Required Technologies

  • Microsoft Dynamics CRM Offerings
  • On-Premises Licensing Model
  • Online Licensing Model
  • Supporting Technologies
  • Microsoft Dynamics CRM Server
  • Accessing Microsoft Dynamics CRM
  • Microsoft Dynamics CRM for Office Outlook
  • Managing Emails
  • Microsoft Dynamics CRM Reporting Extensions
  • Microsoft Dynamics CRM Language Packs
  • Planning Overview

Install Microsoft Dynamics CRM Server

  • Microsoft Dynamics CRM Server Requirements
  • Microsoft SQL Server Requirements
  • Active Directory Requirements
  • Components Installed During Server Setup
  • Microsoft Dynamics CRM Website
  • Required Installation Rights for Microsoft Dynamics CRM Server
  • Supported Server Topologies
  • Install Microsoft Dynamics CRM Server
  • Installation Troubleshooting
  • Post-Installation Tasks
  • Install Microsoft Dynamics CRM Using the Command Line
  • Deploy Microsoft Dynamics CRM Online

Install Microsoft Dynamics CRM Reporting Extensions

  • Microsoft Dynamics CRM Reporting Overview
  • Microsoft Dynamics CRM Reporting Extensions
  • Requirements for Microsoft Dynamics CRM Reporting Extensions
  • Microsoft Dynamics CRM Report Authoring Extension
  • Install Microsoft Dynamics CRM Reporting Extensions

Manage Microsoft Dynamics CRM with the Deployment Manager

  • Deployment Manager
  • Deployment Administrators
  • Create a New Organization
  • Manage Existing Organizations
  • Manage Servers
  • Configure Access from the Internet
  • Update Web Addresses
  • View License Information
  • Upgrade the Microsoft Dynamics CRM Edition
  • Redeploy Microsoft Dynamics CRM
  • Import Organizations
  • Administer the Deployment Using Windows PowerShell

Upgrade to Microsoft Dynamics CRM 2013

  • Upgrade Considerations
  • Base and Extension Table Merge
  • Upgrade Process Phases
  • Phase 1 – Prepare to Upgrade
  • Phase 2 – Establish the Test Environment
  • Phase 3 – Upgrade and Validate the Test Environment
  • Phase 4 – Upgrade and Validate the Production Deployment
  • Perform an In-Place Upgrade of Microsoft Dynamics CRM 2011 Server
  • Perform a Migration Using the Same Instance of SQL Server
  • Perform a Migration Using a New Instance of SQL Server
  • Upgrade the Microsoft Dynamics CRM 2011 Email Router
  • Plan the Upgrade of Microsoft Dynamics CRM 2011 for Outlook
  • Upgrade Microsoft Dynamics CRM 2011 for Outlook

Email Management

  • Email Processing
  • Email Tracking and Correlation
  • Mailbox Monitoring
  • Synchronization Methods
  • Email Address Approval
  • Overview of the Email Router
  • Install the Email Router and Rule Deployment Wizard
  • Configure the Email Router
  • Set Up a Forward Mailbox for the Email Router
  • Deploy Inbox Rules
  • Install the Email Router on Multiple Computers
  • Troubleshooting
  • Overview of Server-Side Synchronization
  • Configure Server-Side Synchronization
  • Set Up a Forward Mailbox for Server-Side Synchronization
  • Migrate Email Router Settings
  • Email Integration Service Role
  • Test Email Configuration
  • Synchronize Appointments, Contacts, and Tasks

Microsoft Dynamics CRM for Microsoft Office Outlook

  • Microsoft Dynamics CRM for Outlook Overview
  • Installation Requirements
  • Deployment Methods
  • Install Microsoft Dynamics CRM for Outlook
  • Configure Microsoft Dynamics CRM for Outlook
  • Configure User Email Settings
  • Install Microsoft Dynamics CRM for Outlook Using the Command Line
  • Using Microsoft Dynamics CRM for Outlook with Offline Capability

Configure an Internet-Facing Deployment

  • Overview of Claims-Based Authentication
  • Requirements for Configuring an Internet-Facing Deployment
  • Certificates
  • Install Active Directory Federation Services
  • Configure AD FS
  • Configure Claims-Based Authentication
  • Configure an IFD

Maintain and Troubleshoot a Deployment

  • Service Accounts
  • Manage System Jobs
  • Delete Records
  • Disaster Recovery
  • Manage SQL Databases
  • Troubleshooting
  • Configure Tracing
  • Update Microsoft Dynamics CRM
  • Manage Data Encryption
  • Best Practices Analyzer (BPA)
  • VSS Writer Service for Microsoft Dynamics CRM
  • Marketplace

High-Availability Options

This module provides a high-level overview of the high-availability options.

Course 80546A: Sales Management in Microsoft Dynamics CRM 2013

Introduction to Sales Management

The Sales module within Microsoft Dynamics CRM provides a flexible framework for organizations to track, manage, and analyze parts of their sales cycle as well as its overall success.

This course describes the components used in Microsoft Dynamics CRM Sales Management and explains how they can apply to various business scenarios. It also details the entities or record types that Microsoft Dynamics CRM uses to track sales from potential to close. With this information, organizations can determine which aspects of the Sales module framework are appropriate for their organization.

Lead Management

This module introduces the tracking and management features of the Sales module in Microsoft Dynamics CRM. It is rare that two organizations follow the same sales process, even if the organizations are within the same industry. For this reason, Microsoft Dynamics CRM does not dictate a rigid process. Instead it provides a framework around which an organization can build a custom sales process.

This module describes the components of the Microsoft Dynamics CRM sales process. It also details the entities or record types Microsoft Dynamics CRM uses to track sales from potential to close. With this information, organizations can determine which aspects of the sales process framework are appropriate for them.

  • Lead to Opportunity Process Form and Process Ribbon
  • Convert Activity Records to Leads
  • Qualifying and Disqualifying Leads
  • Create, Maintain, and Use Sales Literature
  • Create, Maintain, and Use Competitors

Working with Opportunity Records

In Microsoft Dynamics CRM, qualified leads, such as those that have estimated revenue associated with them, become opportunities. When a prospect or customer expresses qualified interest in buying the business' products or services, that prospect or customer is considered an opportunity. This is an important part of the sales process because this is where the sales team spends most of its time and effort. The process of working on an opportunity may include several customer interactions. How well the sales team manages this stage can mean the difference between a win and a loss.

Working with the Product Catalog

This course describes the role of the product catalog in Microsoft Dynamics CRM and the benefits of using it. It shows the tasks that are required to configure a product catalog, including setting up and maintaining unit groups, products, and price lists. It also describes and demonstrates the important role of the product catalog and price lists in the sales process.

  • The Microsoft Dynamics CRM Product Catalog
  • Unit Groups
  • Adding and Maintaining Products
  • Creating, Maintaining and Using Price Lists
  • Currency Management
  • Creating a Price List

Sales Order Processing

Microsoft Dynamics CRM provides tools that capture important sales information and uncover new business opportunities. Although quotes, orders, and invoices are important to the sales process and provide a complete view of the customer, implementing a sales process allows users to initiate, track, and close sales consistently and efficiently.

The product catalog in Microsoft Dynamics CRM helps companies build a central repository for managing products, services, charges, and fees. The tasks required to set up a product catalog include setting up and maintaining unit groups, products, and price lists. Microsoft Dynamics CRM also supports discount lists, which help companies provide customers with incentives to buy more products.

  • Adding Line Items (Opportunity Products) to Opportunities
  • Quote Management
  • Working with Orders
  • Working with Invoices

Metrics and Goals

Microsoft Dynamics CRM uses two record types known as Goal Metrics and Goals. These record types combine to provide a powerful, flexible set of goal management features. Goal management allows organizations to track individual, team, and organizational progress toward specific goals.

  • Configuring Goal Metrics
  • Configuring Fiscal Periods
  • Creating and Assigning Goal Records
  • Creating and Recalculating Parent and Child Goal Records
  • Creating a Rollup Query

Sales Analysis

  • Running Built-in Reports
  • Exporting Sales Information to Excel
  • Working with Charts and Dashboards
  • Working with System Charts from the Opportunity List
  • Working with Dashboards
  • Create a New Dashboard in the Workplace
  • Sharing DASHBOARDS, Charts and Advanced Find Queries

Course 80545A: Customer Service in Microsoft Dynamics CRM 2013


Microsoft Dynamics CRM includes a comprehensive set of features that increases the efficiency of customer service operations. This module introduces Microsoft Dynamics CRM Customer Service terminology and customer scenarios that the Customer Service module might be used. The module discusses the basic components of case management, and works with the knowledge base, queues, and service contracts. The module also provides an overview of service scheduling and service management.

  • Customer Scenarios
  • Customer Service Entities and Record Types


Customer service is important to a customer relationship management strategy. Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module discusses cases and how the cases can be used together in service management functions.

  • Creating Case Records
  • Understanding the Process Ribbon and Menu Options
  • Case Resolution, Canceling and Deleting
  • Assigning Case Records
  • Other Actions on Cases From Forms and Views
  • Working with the Subject Tree
  • Working with the Case List and Views

Knowledge Base

Most customer service organizations use a knowledge base to provide customer service representatives (CSRs) with the information that they must have to answer questions about a product or service. In Microsoft Dynamics CRM, the Knowledge Base provides a central repository for an organization's information, stored as Articles and organized by Subject.

  • Article Templates
  • Creating, Approving and Publishing Articles
  • Using and Searching the Knowledge Base
  • Cases and Knowledge Base Articles
  • Sending Knowledge Base Articles

Queue Management

A queue is an area that is used to organize and store activities and work items that are waiting to be processed. A queue is also used for activities and work items that are currently being worked on. Microsoft Dynamics CRM includes queuing and workflow tools to improve how incoming requests for sales, marketing, and customer service are handled.

  • Queue Management


Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module describes how contracts can be used together with other record types in Microsoft Dynamics CRM to help service and manage functions.

  • Contracts and Contract Templates
  • Creating and Working with Contracts
  • Using Contracts with Cases

Analysis, Reports and Goals

In Microsoft Dynamics CRM, many methods are available to analyze and report Service Management information. By default, several reports are available, and this includes the “Case Summary Table” report. This report is discussed in this module.

  • Customer Service Reports
  • Customer Service Charts and Dashboards
  • Customer Service Goals and Metrics

Service Scheduling

This module provides an overview of the service scheduling features of Microsoft Dynamics CRM. The organizations that use service scheduling require a complex combination of resources. Service scheduling considers the availability of employees, facilities, and equipment to make sure that the resources are available to deliver service activities for customers.

  • Service Scheduling Scenarios
  • Service Scheduling Terminology
  • Service Scheduling Process
  • Resources, Services and Selection Rules
  • Include Customer Preferences
  • Understand Sites and Same-Site Requirements
  • Manage Business Closures
  • Explain the Service Activity Scheduling Engine
  • Working with Service Activities and the Service Calendar
  • Close, Cancel, or Reschedule a Service Activity

Course 80542A: Customization and Configuration in Microsoft Dynamics CRM 2013

Introduction to Customizing Microsoft Dynamics CRM 2013

  • Customization or Development? Microsoft Dynamics CRM Solutions Introduction to Entity Customization

Building a Security Model in Microsoft Dynamics CRM 2013 Lessons

  • Introduction to Business Units
  • Overview of Security Roles
  • User Management Overview
  • Team Management Overview
  • Teams and Sharing
  • Manage Security Roles for Users and Teams

Customizing Entities Lessons

  • Entity Customization Concepts
  • Create a Custom Entity
  • Additional Entity Properties
  • Modifying the Configuration of an Entity

Customizing Fields Lessons

  • Field Data Types
  • Field Display Formats
  • Field Properties
  • Customize Existing Fields
  • Configure Option Sets
  • Status and Status Reason Fields
  • Delete Fields

Managing Relationships Lessons

  • Types of Entity Relationships
  • Create Entity Relationships
  • 1:N Relationship Behavior
  • Field Mappings in 1:N Relationships
  • Connections and Connection Roles

Customizing Forms Lessons

  • Form Customization Overview
  • Create and Modify Forms
  • Quick Create and Quick View Forms
  • Manage Multiple Forms
  • Mobile Clients

Configuring Business Rules Lessons

  • Configure Business Rules

Customizing Views Lessons

  • View Customization Concepts
  • System Views
  • Create Custom Views
  • Remove Unwanted Views

Customizing Charts and Dashboards Lessons

  • Create and Modify Charts
  • Export and Import Charts
  • Create and Modify Dashboards

Additional Security Options Lessons

  • Field Security
  • Access Team Templates
  • Auditing Overview

Business Process Flows Lessons

  • Business Process Flows

Her er 4 gode grunde til at du skal tage CRM 2013 hos Firebrand:

  1. Du bliver CRM 2013 uddannet og certificeret hurtigere. Du lærer mere på vores 6 dages accelererede kursus og får mindst 12 timers daglig uddannelse i et distraktionsfrit miljø.
  2. Dit CRM 2013 kursus er alt-inklusiv. Du får en gennemskuelig pris, der dækker alle kursusmaterialer, eksamen, overnatning og forplejning. Du skal ikke tænke på andet end at lære.
  3. Bestå CRM 2013 den første gang eller kom tilbage, gratis. Din instruktør er ekspert, og træner dig ud fra accelererede metoder, så du lærer hurtigere og har de bedste muligheder for at bestå eksamen første gang. Men hvis du mod forventning ikke består, er du dækket af vores Certificeringsgaranti.
  4. Tag CRM 2013 hos en prisvindende uddannelsesleverandør. Vi har vundet adskillige udmærkelser heriblandt Microsofts "Årets Learning Partner" hele fem gange og to Børsen Gazelle priser. Firebrand er din hurtigste vej til uddannelse, og vi har sparet 70,000 deltagere for mere end en million spildte timer siden 2001.


We’ll prepare you for, and test you in, the following exams:

  • Exam MB2-702 Deploying Microsoft Dynamics CRM 2013
  • Exam MB2-700 Microsoft Dynamics CRM 2013 Applications
  • Exam MB2-703 Microsoft Dynamics CRM 2013 Customization and Configuration

Hvad er inkluderet?

Firebrand Training tilbyder accelererede uddannelses- og certificeringsprogram som inkluderer alt, er enkelt for kunden og udviklet med fokus på de specifikke behov som vores deltagere har. Vi sørger for, at alle detaljer er på plads, så du kun skal fokusere på dine indlærings- og certificeringsmål.

Vores kursus- og certificeringsprogram inkluderer alt med;

  • Praktisk orienteret undervisning som anvender vores Præsentation|Øvelse|Diskussion metodik.
  • Omfattende kursusmaterialer og labmanualer – vi tilpasser traditionelle kursusmaterialer til de specifikke krav for accelereret indlæring.
  • Et helt igennem instruktørstyret program hvor du får adgang til behagelige undervisningslokaler, labudstyr og lounge miljøer 24 timer i døgnet.
  • Eksamens voucher og testning på kursuscenteret.
  • Overnatninger, samtlige måltider samt adgang til forfriskninger, snacks, kaffe og the.
  • Vores certificeringsgaranti som indebærer, at vi giver en uvilkårlig garanti for at du opnår din certificering. Du har ret til at komme tilbage til kurset så mange gange du ønsker, indenfor de første 12 måneder, indtil du har fået din certificering. Det eneste du skal betale er eventuelle nye eksamens- og logiomkostninger.
  • Transport til og fra nærmeste lufthavn/togstation både før og efter kurset.

Microsoft Official Curriculum

  • MOC 80539 - Installation and Deployment in Microsoft Dynamics® CRM 2013
  • MOC 80546 - Sales Management in Microsoft Dynamics CRM 2013
  • MOC 80545 - Customer Service in Microsoft Dynamics CRM 2013
  • MOC 80542 - Customization and Configuration in Microsoft Dynamics® CRM 2013

Det hele er inkluderet! Du får en alt-inklusiv kursuspakke, som er målrettet til dine behov. Vi tager os af enhver detalje, så det eneste du skal fokusere på er dine lærings- og certificeringsmål.

  • Transport til/fra specifikke afhentningssteder
  • Overnatninger, samtlige måltider samt adgang til forfriskninger, snacks, kaffe og the.
  • Intensiv Hands-on uddannelse med vores unikke (Lecture | Lab | Review)TM metode
  • Omfattende kursusmaterialer og labmanualer
  • Et helt igennem instruktørstyret program
  • 24 timers adgang til både undervisningslokale og instruktøren
  • Samtlige måltider samt adgang til forfriskninger, snacks, kaffe og the.
  • Certificeringsgaranti


You should have a general working knowledge of:

  • Microsoft Dynamics CRM 2011 or 2013 usage, and of solving real-world business problems by using Microsoft Dynamics CRM 2011 or 2013
  • Microsoft Office
  • Windows operating systems
  • Windows Internet Explorer
  • The Customer Relationship Management process
  • Windows Server 2008 R2 or Windows Server 2012
  • Active Directory
  • Claims-based authentication using ADFS 2.0
  • IIS
  • Microsoft SQL Server database administration
  • Microsoft Outlook

Er du klar til dit Firebrand Kursus?

Vi interviewer alle potentielle deltagere angående deres baggrund, uddannelser, certificeringer og personlig indstilling. Hvis du kommer igennem denne screeningsprocedure, betyder det, at du har rigtig gode chancer for at bestå.

Firebrand Training tilbyder et ambitiøst uddannelsesmiljø, som forudsætter at du dedikerer dig til kurset. Ovenstående forkundskaber er vejledende; mange deltagere med mindre erfaring, men med en anden baggrund eller færdigheder, har haft succes med accelereret uddannelse hos Firebrand Training.

Hvis du funderer på hvorvidt du opfylder de anbefalede forkundskaber, er du meget velkommen til at ringe til os på 78 79 16 53 og tale med en af vores uddannelsesrådgivere, som kan hjælpe dig.


Vi har uddannet over 134.561 personer i løbet af 12 år. Vi har bedt dem alle om at bedømme vores accelererede kurser. Aktuelt har 96,53% sagt, at Firebrand oversteg deres forventninger:

"VERY intense, and included a lot of other tips & tricks regarding CRM2013 that was not included in the courseware."
Jens Lovmark, Explizit AB. (1/2/2015 (Søndag) til 8/2/2015 (Søndag))

"Hard but rewarding week."
Anonym (16/11/2014 (Søndag) til 23/11/2014 (Søndag))

"Intensive course, good for getting up to speed with a technology quickly."
Dominic Burnard. (16/11/2014 (Søndag) til 23/11/2014 (Søndag))

"Great way to learn in a short period of time and get qualified."
Peter Norman, ConsultCRM. (16/11/2014 (Søndag) til 23/11/2014 (Søndag))

"Very Intense course but extremely useful."
Anonym (16/11/2014 (Søndag) til 23/11/2014 (Søndag))







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