Microsoft Dynamics CRM Course page 

Microsoft Dynamics CRM 2013 Boot Camp (Course 805652)

Course Description

In an accelerated learning environment, this boot camp incorporates selected modules from the following Microsoft Dynamics CRM 2013 courses: Sales Management in Microsoft Dynamics CRM 2013 (80546) Customer Service in Microsoft Dynamics CRM 2013 (80545) Customization and Configuration in Microsoft Dynamics CRM 2013 (80542)

Who Should Attend

New partners and customers of Microsoft Dynamics CRM that want to learn about the available features in the Microsoft Dynamics CRM product, including marketing, sales, service management, service scheduling along with a basic understanding of database principles to help prepare you for exams MB2-700 Microsoft Dynamics CRM 2013 Applications and MB2-703 Microsoft Dynamics CRM 2013 Customization and Configuration.


This course helps to prepare you for the Microsoft Dynamics CRM 2013 Applications (MB2-700) and Microsoft Dynamics CRM 2013 Customization and Configuration (MB2-703) exams.

Course Outline

Day 1: Sales Management in Microsoft Dynamics CRM 2013 (80546)

1. Introduction to Sales Management

  • Customer Scenarios
  • Basic Record Types

2. Lead Management

  • 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

3. Working with Opportunity Records

  • Create Opportunities and Work with Opportunity Form
  • Changing Opportunity Status

4. Working with the Product Catalog

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

5. Sales Order Processing

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

6. Metrics and Goals

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

7. 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

Day 2: Customer Service in Microsoft Dynamics CRM 2013 (80545)

1. Introduction

  • Customer Scenarios
  • Customer Service Entities and Record Types

2. Cases

  • 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

3. Knowledge Base

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

4. Queue Management

  • Queue Management

5. Contracts

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

6. Analysis, Reports and Goals

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

7. Service Scheduling

  • 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

Days 3–5: Customization and Configuration in Microsoft Dynamics CRM 2013 (80542)

1. Introduction to Customizing Microsoft Dynamics CRM 2013

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

2. Building a Security Model in Microsoft Dynamics CRM 2013

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

3. Customizing Entities

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

4. Customizing Fields

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

5. Managing Relationships

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

6. Customizing Forms

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

7. Configuring Business Rules

  • Configure Business Rules

8. Customizing Views

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

9. Customizing Charts and Dashboards

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

10. Additional Security Options

  • Field SecurityAccess Team Templates
  • Auditing Overview

11. Business Process Flows

  • Business Process Flows


Lab: Create and Disqualify a Lead
Lab: Managing Sales Opportunities
Lab: Managing Price List Items
Lab: Managing the Product Catalog
Lab: Sales Order Process
Lab: Goal Management for Individuals
Lab: Create a New Personal, Sales Dashboard
Lab: Case Resolution Processing
Lab: Managing Knowledge Base Articles
Lab: Create and Manage Queues
Lab: Resolving a Case with a Contract
Lab: Goals and Goal Metrics
Lab: Schedule a Service by Using a Same-Site Requirement
Lab: Create a Solution and publisher
Lab: Configure Security Roles
Lab: Configure User Access
Lab: Create Custom Entities
Lab: Create a Custom Activity Entity
Lab: Create and Modify a Global Option Set
Lab: Create New Relationships
Lab: Customize Relationship Mappings
Lab: Modify Form Layout and Add Fields
Lab: Create a Role-Based Form for the Competitor entity.
Lab: Create a Business Rule
Lab: Modify a Quick Find View
Lab: Create Custom Views
Lab: Create a Custom Chart
Lab: Create a Dashboard
Lab: Configure Field Security
Lab: Create and Configure an Access Team Template
Lab: Create a Multi-Entity Business Process Flow

What You’ll Learn

After completing this course, students will be able to:

  • The context of Sales Management and real-life sales scenarios
  • How the various elements of the Microsoft Dynamics CRM 2013 and Sales Management fit together
  • Basic terminology used throughout the application
  • How the basic flow of sales activity in Microsoft Dynamics CRM begins with the entry of leads
  • Ways to manage leads in Microsoft Dynamics CRM
  • Role of leads and when they can be used
  • The lead-to-opportunity process and the roles of these records
  • Sales literature in Microsoft Dynamics CRM
  • Steps to create and maintain competitors
  • Features and benefits of the product catalog
  • Unit groups for the product catalog
  • Add products to the product catalog
  • Kit products and substitute products
  • Price lists and configure as appropriate for different customers
  • Marketing campaigns and special offers
  • Set up different price lists for different types of customers and marketing campaigns
  • Tools available within Microsoft Dynamics CRM to capture important sales information and identify new business opportunities
  • How goal management enables organizations to manage and analyze performance
  • Use the sales analysis tools that Microsoft Dynamics CRM provides to analyze and report on sales-related information
  • Key terms, phrases, and elements to effectively work with customer service scenarios and terminology
  • Why cases are the fundamental record type in service management and why they represent a single incident of service
  • Use queues to organize and store activities and cases that are waiting to be processed
  • Effectively search the knowledge base to access a repository of informational articles that are used to assist customer service representatives in the resolution of cases
  • Utilize contract management to specify the amount of support services in which a customer is entitled
  • Use reporting functionality to gain insight into trends and performance, as well as identifying opportunities and potential issues
  • Practice goal-management features to establish and track progress against target values for key performance indicators
  • Use the service scheduling functionality and how it is designed to assist organizations when providing services that require complex combinations of resources
  • Strategies for the creation of business units and security roles
  • Microsoft Dynamics CRM users and teams
  • Principles of customizing the system
  • Fields for both custom and system entities
  • Custom entities, including standard and activity entities
  • Relationships between entities
  • Views, charts and forms for both system and custom entities
  • Field security and access team templates in Microsoft Dynamics CRM
  • Solutions in Microsoft Dynamics CRM
  • Business rules and business process flows to guide users through their work
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