Microsoft - Dynamics CRM 2013 Online

Course 80546: 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 80545: 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 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

Contracts

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 80542: 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

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

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

Firebrand Training erbjuder accelererade kurs- och certifieringsprogram som inkluderar allt, är enkelt för kunden och utvecklat med fokus på de specifika behov som våra deltagare har. Vi säkerställer att alla detaljer tas om hand så att du helt kan fokusera på dina kunskaps- och certifieringsmål.

Våra kurs- och certifieringsprogram inkluderar allt med:

• Praktiskt orienterad utbildning som använder vår unika metodik (Presentation|Övning|Diskussion).
• Omfattande kursmaterial och labbmanualer – vi utvecklar traditionella kursmaterial för att motsvara de specifika krav som accelererad inlärning ställer. Följande kursmaterial från Microsoft ingår:
• 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
• Ett helt instruktörslett program där du får tillgång till komfortabla klassrum, labbutrustning och loungemiljöer 24 timmar om dygnet.
• Examensvoucher och certifieringstest som genomförs på plats under kursen.
• Vår certifieringsgaranti som innebär att vi erbjuder en ovillkorlig garanti att du erhåller din certifiering. Du har rätt att återkomma till din kurs så många gånger det behövs inom en 12 månadersperiod tills certifieringen är uppnådd. Allt du behöver betala är eventuella nya test- och boendeavgifter.
• Boende, mat samt tillgång till kaffe, te, frukt och tilltugg under hela kursen.
• Transport till och från närmaste flygplats/tågstation före och efter genomförd kurs.

You should have a general working knowledge of:

• Microsoft Dynamics CRM 2013 usage, and of solving real-world business problems by using Microsoft Dynamics CRM 2013
• Microsoft Office
• Windows operating systems
• Windows Internet Explorer
• The Customer Relationship Management process
• Microsoft Outlook.

Ditt accelererade kurs inkluderar:

• Övernattningar *
• Måltider, obegränsade snacks, drycker, te och kaffe *
• On-site tentor **
• Examenskuponger **
• Övningsprov **
• Certifieringsgaranti ***
• Kursmaterial
• Upp till 12 timmars instruktörledd undervisning varje dag
• 24-timmars laboratorieåtkomst
• Digitalt kursmaterial **

* Gäller endast för internatkurser. Övernattningar ingår från natten före kursstart. Detta gäller inte för onlinekurser. 
** Vissa undantag gäller. Se examenspåret eller tala med våra experter.
*** Klara första gången eller gå kursen igen gratis så många gånger som behövs, obegränsat i 1 år. Betala endast för övernattningar, tentor och eventuella kostnader.

Sju skäl till varför du bör gå din kurs med Firebrand Training

1. Två utbildningsalternativ. Välj mellan internatkurser eller onlinekurser.
2. Du blir certifierad snabbt. Med oss ​​blir du utbildad på rekordtid.
3. Vår kurs är allt inkluderat. En engångsavgift täcker allt kursmaterial, tentor**, övernattningar* och måltider*. Inga dolda kostnader.
4. Klara första gången eller utbilda dig igen gratis. Detta är vår garanti. Vi är säkra på att du klarar din kurs första gången. Om inte, kom tillbaka inom ett år och betala endast för övernattningar, tentor och tillkommande kostnader.
5. Du kommer att lära dig mer. En dag med en traditionell utbildningsleverantör varar normalt från kl. 9 till 17, med en lång lunchpaus. Med Firebrand Training får du minst 12 timmars kvalitetstid per dag med din instruktör.
6. Du kommer att lära dig snabbare. Troligtvis har du en annan inlärningsstil än de runt dig. Vi kombinerar visuella, auditiva och taktila stilar för att leverera materialet på ett sätt som säkerställer att du lär dig snabbare och lättare.
7. Du kommer att studera med de bästa. Vi har blivit namngivna i Training Industrys "Top 20 IT Training Companies of the Year" varje år sedan 2010. Förutom att ha vunnit många fler utmärkelser har vi utbildat och certifierat över 135 000 yrkesverksamma.

* Gäller endast för internatkurser. Gäller inte för onlinekurser. 
** Vissa undantag gäller. Se examenspåret eller tala med våra experte