Microsoft - Dynamics CRM 2013

The Microsoft Dynamics CRM 2013 certification is your way to maximise the functional use of the latest version of the Dynamics CRM business solution.

Learn how to install, configure and administer Microsoft Dynamics CRM 2013 by getting your CRM 2013 certification, in just eight days. On this course you'll gain the academic, strategic and hands-on experience you need to successfully implement and manage the latest Dynamics CRM system.

This course covers the keys areas involved in implementing Dynamics CRM either as a Microsoft Partner or an end user. For Microsoft Partners it includes the three exams required to gain the Dynamics CRM Competency. You and your staff will be able to begin working on Dynamics CRM immediately after completing this eight day course.

CRM 2013 functions you'll learn about:

• Working with dashboards
• Native Outlook Interface
• Connected Experiences
• Role based access
• Teamwork collaboration
• Code in the Cloud

Get your Microsoft Dynamics CRM 2013 certification and you'll be able to distinguish yourself as an expert in CRM 2013.

You will learn the following new Microsoft Dynamics CRM 2013 features, which you'll be able to implement as soon as you leave the course:

• Cleaner, faster more intuitive interface drives productivity
  Microsoft Dynamics CRM 2013 offers a new user experience, with all the information you need in one space, no more infamous pop-ups and no moving from one application to the next. Microsoft CRM 2013 offers a fast and fluid user experience for ease of use and increased productivity.
• Agile process guidance lets you respond to rapidly changing business needs
  Microsoft CRM shifts from transactional CRM to a process-centric, outcome oriented experience to drive effectiveness. New guided processes have been introduced to Dynamics CRM 2013 enabling users to visualise a process and identify what stage they are at, and what tasks remain.
• Access what you need when you need it
  CRM on the Go – the 2013 release of Dynamics CRM focuses on mobility. New tablet and mobile applications enable access to CRM data from Windows 8 tablets and iPads as well as mobile phones.
• Social in context
  New Yammer, Lync and Skype integration provides greater collaboration and insight to customer interactions for greater transparency and efficiency across the organization.
• Robust platform capabilities to tailor your solution
  Dynamics CRM 2013 builds on the agile solution framework to make Microsoft CRM more open and customisable.

What are the benefits of certification?

Individuals

• Overwhelmingly, individuals with Microsoft certifications have an advanced level of knowledge, expertise and skill, and command more professional credibility
• Individual students may receive college credits to utilise tuition reimbursement programs for their IT training, or to complete college coursework

Human Resources

• Employer-funded training and certification programs are a key to retaining skilled staff. Career development and advancement opportunities are shown to significantly reduce rates of employee turnover
• Certification training programs provide benchmarks for hiring and promotion decisions by accurately assessing technical skills
• Certification training programs maximise educational investments through immediate validation of skills
• For HR managers, certification is particularly important because it allows them to more easily identify the skills that an individual possesses. When a company has employees that possess certain skills, it can garner a competitive advantage when seeking to attract customers. Certification can also contribute to increased productivity

Microsoft certification affords special membership benefits:

• Technical information, product information and exclusive discounts on products and services through a secured section of the Microsoft website
• Microsoft logos and certificate for your personal promotion to clients or potential employers
• Invitations to Microsoft conferences and other educational opportunities
• Access to the secure Microsoft Certified Professional Magazine Online website

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 Organisation
• Manage Existing Organisations
• Manage Servers
• Configure Access from the Internet
• Update Web Addresses
• View License Information
• Upgrade the Microsoft Dynamics CRM Edition
• Redeploy Microsoft Dynamics CRM
• Import Organisations
• 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
• Synchronisation 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 Synchronisation
• Configure Server-Side Synchronisation
• Set Up a Forward Mailbox for Server-Side Synchronisation
• Migrate Email Router Settings
• Email Integration Service Role
• Test Email Configuration
• Synchronise 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 Analyser (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 organisations to track, manage, and analyse 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, organisations can determine which aspects of the Sales module framework are appropriate for their organisation.

Lead Management

This module introduces the tracking and management features of the Sales module in Microsoft Dynamics CRM. It is rare that two organisations follow the same sales process, even if the organisations 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 organisation 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, organisations 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 organisations to track individual, team, and organisational 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

Introduction

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

Cases

Customer service is important to a customer relationship management strategy. Microsoft Dynamics CRM provides many features that organisations 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 organisations 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 organisation's information, stored as Articles and organised 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 organise 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

Contracts

Microsoft Dynamics CRM provides many features that organisations 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 analyse 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 organisations 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: Customisation and Configuration in Microsoft Dynamics CRM 2013

Introduction to Customising Microsoft Dynamics CRM 2013

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

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

Customising Entities Lessons

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

Customising Fields Lessons

• Field Data Types
• Field Display Formats
• Field Properties
• Customise 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

Customising Forms Lessons

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

Configuring Business Rules Lessons

• Configure Business Rules

Customising Views Lessons

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

Customising 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

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

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

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