Microsoft Dynamics CRM Course page 

Microsoft Dynamics CRM 2015/2016 Sales Service and Customization Boot Camp (Course 805750)

Course Description

In an accelerated learning environment, this boot camp incorporates selected modules from the following Microsoft Dynamics CRM courses: Sales Management in Microsoft Dynamics CRM (805705) Customer Service in Microsoft Dynamics CRM (805710) Customization and Configuration in Microsoft Dynamics CRM (805715)

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 the Microsoft Dynamics CRM exams.


This course helps to prepare you for the following exams either 2015 or 2016:


    Microsoft Dynamics CRM 2015 Applications (MB2-704)
    Microsoft Dynamics CRM 2015 Customization and Configuration (MB2-707)


    Dynamics CRM 2016 Sales (MB2-713)
    Dynamics CRM 2016 Marketing (MB2-709)
    Microsoft Dynamics CRM 2016 Customization and Configuration (MB2-712)

Course Outline

Day 1: Sales (805705)

Module 1: Introduction to Sales Management


  • Customer who use Dynamics CRM and scenarios
  • Basic Record Types for Sales Management
  • An overview of the Sales Process

Module 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

Module 3: Working with Opportunity Records


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

Module 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

Module 5: Sales Order Processing


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

Module 6: Marketing


  • The Dynamics Marketing Module
  • Marketing List Management
  • Marketing Campaigns and Activities
  • Campaign Responses
  • Quick Campaigns
  • Marketing Goals and Reports
  • Microsoft Marketing as a Service and Marketing Professional Users
  • Dynamics Marketplace

Module 7: 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

Module 8: Sales and Marketing 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: Service (805710)

Module 1: Introduction


  • Customer Scenarios
  • Customer Service Entities and Record Types
  • What’s new in Dynamics CRM 2015 for Service Management
  • The process flow and steps and stages
  • How and why an organization

Module 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

Module 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

Module 4: Queue Management


  • Queue Management
  • Assigning Teams or Users to Cases

Module 5: Contracts for Service and Support


  • Contracts and Contract Templates
  • Incident based or Time Based Contracts
  • Creating and Working with Contracts
  • Using Contracts with Cases

Module 6: Analysis, Reports and Goals


  • Improving Organizational Performance
  • Customer Service Reports
  • Customer Service Charts and Dashboards
  • Customer Service Goals and Metrics

Module 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

Day 3 to Day 5: Customization (Course 805715)

Module 1: Introduction to Customizing Microsoft Dynamics CRM


  • The Dynamics CRM project management process
  • Customization or Development
  • Dynamics CRM Solutions
  • Introduction to Entity Customization

Module 2: Building a Security Model in Microsoft Dynamics CRM


  • Introduction to the Dynamics CRM Security Model
  • Business Units
  • Security Roles
  • User and Team Management
  • Assigning and Sharing with Users and Teams and Security Roles

Module 3: Customizing Entities


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

Module 4: Customizing Fields


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

Module 5: Managing Relationships


  • Types of Entity Relationships
  • Create Entity Relationships One to Many (1:N) Relationship
  • Field Mapping between Entities
  • Many to One (N:1) Relationships between Entities
  • Many to Many (N:N) Relationships between Entities
  • Connections and Connection Roles

Module 6: Customizing Forms


  • Financial Reason Codes
  • Create and Modify Forms
  • Quick Create and Quick View Forms
  • Main Forms and Mobil Forms
  • Manage Multiple Forms

Module 7: Configuring Business Rules


  • Configure Business Rules

Module 8: Customizing View


  • Creating View s
  • Customization Concepts
  • System and Personal Views
  • Removing Unwanted Views

Module 9: Customizing Charts and Dashboards


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

Module 10: Additional Security Options


  • Field Security
  • Access Team Templates
  • Auditing Overview

Module 11: Business Process Flows Lessons


  • Business Process Flows

Module 12: Adding functionally with Solutions


  • The solution model
  • Choosing a Solution
  • Importing and Export a solution

What You’ll Learn

After completing this course, students will be able to:

  • Work with Sales Management and real-life sales scenarios.
  • How the various elements of the Microsoft Dynamics CRM 2015 and Sales Management fit together.
  • Basic terminology used in Dynamics CRM sales management.
  • How the basic flow of sales activity in Microsoft Dynamics CRM: Lead, Account, Contact, Opportunity, Order, Invoice.
  • 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.
  • Marketing campaigns responses and quick 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 and marketing analysis tools that Microsoft Dynamics CRM provides to analyze and report on sales/marketing related information.
  • Key terms, phrases, and elements to effectively work with customer service and case management 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 to assist organizations that require complex combinations of resources and scheduling.
  • Design and plan a Dynamics CRM organizational strategy.
  • Design and implement strategies for the creation of Business Units and Security Roles.
  • Configure Microsoft Dynamics CRM Users and Teams.
  • Describe the principles of customizing the system.
  • Create and configure fields for both custom and system entities.
  • Create and configure custom entities, including standard and activity entities.
  • Design, create and configure relationships between entities.
  • Create and configure Views, Charts and Forms for both system and custom entities.
  • Implement Field Security and Access Team Templates in Microsoft Dynamics CRM.
  • Design, create and configure Solutions in Microsoft Dynamics CRM.
  • Design, create and configure Business Rules and Business Process Flows to guide users through their work Design, create and configure Solutions in Microsoft Dynamics CRM; implementing both managed and unmanaged Solutions.
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