MicroSoft Dynamics CRM

Course Overview :

Microsoft Dynamics CRM - Overview. Customer Relationship Management (CRM) is a system for managing a company's interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.

Course Content:

Introduction to Microsoft Dynamics CRM                                                                                                                                

Sales Process

♦ Leads

♦ Opportunities

♦ Competitors

♦ Products

♦ Quotes, Orders, and Invoices

♦ Goals

Marketing

♦ Marketing Lists

♦ Campaigns

♦ Sales Literature

♦ Quick Campaigns

Service

♦ Services

♦ Service Calendar

♦ Cases

♦ Knowledge Base

♦ Contracts

Administration, Settings & Configuration

Administration

♦ Creating and managing Business Units, Users and Teams

♦ Privileges, Access Levels and Security Roles

♦ Creating and managing Security Roles

♦ Auto Numbering and System Settings

♦ Installing MUI Language Packs

Settings & Configuration

♦ Business Management

♦ Sites, Sales Territories, Facilities and Resource Groups

♦ Working with Multi-Currency

♦ System Queues and Custom Queues

♦ Services and Business Closures

♦ Fiscal Year Settings and Quotas

♦ Subjects

♦ Connections

Data Management

♦ Duplication Detection Settings, Rules, and Jobs

♦ Bulk Record Deletion

♦ Data Maps and Imports

♦ Product Catalog

♦ Understanding the Product Catalog

♦ Unit Groups

♦ Adding Products

♦ Creating Price Lists

♦ Creating Discount Lists

♦ Using the Deployment Manager

♦ Redeploying Dynamics CRM

Basic and Advanced Customizations in MS Dynamics CRM

Entity Customization

♦ Basic Form Customizations

♦ Basic UI Customization Capabilities

♦ Form Customization – Working with Tabs, Sections, Fields, and IFrames

♦ Introduction to Application Event Programming

♦ Using Form and Field Events

MS CRM Entity Model

♦ Customization Concepts – Entity Types and Attributes

♦ Creating Custom Entities and Attributes

Relationships, Views and Advanced Views

♦ Types of Relationships

♦ Relationship Behaviors

♦ Creating Entity Relationships

♦ Entity Mapping

Views and Advanced Views

♦ Public, Personal and System Views

♦ View Customizations – Common Tasks

♦ Advanced Views Customizations

Form Scripting

♦ Client-side scripting using JavaScript

♦ Working with IFrames

      Working with Web Resources

      Report Wizard, Scheduling and Exporting Reports

      Working with Dash Boards

      Extending MS Dynamics CRM

      Processes (Workflows & Dialogs)

♦ Overview of Workflow

♦ Creating Workflows steps through Workflow Designer

♦ Overview of Dialogs

♦ Creating Dialog Pages, Prompt and Response

♦ Working with Input Parameters in Dialogs

Ribbon Customizations

♦ Creating & Hiding Ribbon Elements

♦ Enabling & Disabling Ribbon Elements

Working with Site Maps

Introduction to Solutions

♦ Managed & Unmanaged Solutions

♦ Importing & Exporting Solutions

Advanced Client-Side Scripting

♦ Working with OData

♦ Working with REST

♦ Working with SOAP

CRM Web Services

♦ Introduction to Web Services

♦ Query Expression & Query Attribute

♦ Request & Response

 Plugins

♦ The Event Execution Pipeline

♦ IPluginExecutionContext Interface

♦ Developing Plugins

♦ Deploying Plugins

♦ Debugging Plugins

 Custom Workflows

♦ Developing Custom Workflow Activities

♦ Deploying Custom Workflow Activities

♦ Debugging Custom Workflow Activities.