MODULE 1: Introduction to Dynamics CRM
Module 1 introduces students to Microsoft Dynamics CRM and its core components. The purpose of this module is to familiarize students with the simplest and most foundational tasks within CRM. This module will introduce navigating the CRM, interacting with records and activities, and becoming comfortable with finding and pulling data from CRM.
MODULE 2: Manage Microsoft Dynamics CRM marketing automation applications
Module 2 demonstrates the functionality available in the Marketing area of Dynamics CRM. The student will see how these tools can be applied to outreach in the form of Campaigns. The student will also become familiar with how prospects and customers can be organized and targeted.
MODULE 3: Manage leads, opportunities, and sales
Module 3 walks through the core steps of the sales process and the records that support those steps. The student will learn how the core sales records and activities interplay to guide the user during the sales process. Each organization uses these tools differently, so the student will become familiar with the best methods to deploying these tools.
MODULE 4: Manage Microsoft Dynamics CRM Sales components and the product catalog
Module 4 expands the use of the Sales area to include tools such as the Product Catalog and the Quote and Order records. The student will become familiar with the latter stages of the sales process, as well as the final stage of invoicing the customer through CRM. Behind the scenes settings such as Currency and Fiscal Period will also be highlighted to give the student the ability to configure CRM in the most advantageous manner for their organization. By the end of the module, the student should be comfortable with all core sales tools.
MODULE 5: Manage metrics and perform sales analysis
Module 5 will provide a walkthrough CRM’s powerful analytics tools. Students will learn how to create and maintain sales goals. This module will teach how to translate a functioning sales process and resulting data into useful metrics and analytics. This module will also explore the tools to perform calculations and create reports based on that sales data. Students will become familiar with creating reports, charts and dashboards intended for distribution.
MODULE 6: Integrate Microsoft Dynamics CRM with other products
Module 6 focuses on harnessing the power of built in integrations to Dynamics CRM to leverage Outlook, SharePoint, OneNote, PowerBi, Yammer and Skype. Students will become familiar with the out-of-the-box integration tools provided through CRM.
MODULE 7: Manage cases and the knowledge base
Module 7 transitions to the Customer Service tools available in Dynamics CRM and the options available in the Interactive Service Hub, specifically looking at Cases and Knowledge Articles to resolve customer issues. Students will explore the differences between CRM and the Interactive Service Hub for these tools and discuss the best use of each platform.
MODULE 8: Manage queues, entitlements, and service level agreements (SLAs)
Module 8 expands on the Customer Service focus of Dynamics CRM and the use of Queues, Entitlements and Service Level Agreements to manage the complexity of Customer Service.
MODULE 9: Manage service scheduling, interactive service hub, and the unified help desk
Module 9 expands further on the Customer Service tools of CRM with Service Scheduling and the possibilities with the Interactive Service Hub and Unified Service Desk. Students will learn the differences between single and multi-stream dashboards, as well as the most effective way to deploy these tools.
MODULE 10: Work with FieldOne and surveys and perform service management analysis
Module 10 exposes students to the new features available through FieldOne and The Voice of the Customer. The student will learn how to apply the functionality of FieldOne to support field service scenarios and how to utilize the Voice of the Customer platform to product customer surveys natively integrated with CRM.