Microsoft Dynamics CRM Course page 


Dynamics CRM 2013 for Service Management and Government (Course 805495)

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)


  • 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)
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