Mon, 10 Dec 2018 14:00:00 GMTFri, 14 Dec 2018 21:30:00 GMT

Course Description

This 5 day boot camp combines 3 courses into one to give students a full perspective of CRM Dynamics 2015/16, how to use its existing features as well as how to use the configurable and customizable features of the software. This course provides a mix of theory, hands-on exercises, labs and preparation for the Dynamics certification exams. This course is designed for those looking to both gain familiarity with Dynamics CRM 2013 through 365 and to obtain certification. This course covers a revision to the Microsoft courses for Dynamics CRM 2013+ with additional materials to discuss Dynamics 365 for use in government and public sector organizations. With this course, students will be prepared for the exams: "MB2-712: and MB2-716 : Microsoft Dynamics CRM/365 Customization and Configuration" exams. Insights for the broader MB2-718 Customer Service exam are also examined, looking at Customer Service enhancements and using the Integrated Service hub.

Audience

This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2013 through to 365 in their organization. The training is intended for customer service representatives, service schedulers, administrators, office managers, CEOs, and consultants who want to gain foundational knowledge of the application functionality.

Duration

5 Days

Day 1 - Events and Engagement Management in Microsoft Dynamics CRM 2013 to 365

Day 2 - Customer Service in Microsoft Dynamics CRM 2013 to 365

Day 3 to 5 - Configuration and Customization in Dynamics CRM 2013 to 365

This course prepares students for the following exam(s):

         MB2-718: Microsoft Dynamics CRM Customer Service

         MB2-712/MB2-716: Microsoft Dynamics CRM Customization and Configuration (2016 and 365)

Admission Cost

$2,950.00 CAD

 

Courses part of the Boot Camp

This course combines three courses into one, officially materials have been adapted to Dynamics CRM 2013 to 365 are covered.

Day 1 - Outreach and Campaign Management in Microsoft Dynamics CRM 2013 to 365

Module 1 - Introduction to Marketing and Campaign Management

  • Public Sector Scenarios
  • Basic Record Types
  • Create a Contact

Module 2 - Engagement and Lead Management

  • Reviewing Leads, Contacts, Accounts, Campaigns and Activities
  • Lead to Case and Registration Process Form and Process Ribbon
  • Convert Activity Records to Leads, Registrations and other useful options 
  • Qualifying and Disqualifying Leads
  • Create, Maintain, and Use Campaigns
  • Create, Maintain, and Use Campaign Activities
  • Lab : Create an Outreach Campaign using an email channel

Module 3 - Working with Complex Relationships of Accounts and Contact Records

  • Create Accounts and Contacts with roles 
  • Changing Addresses
  • Lab : Managing relationships of a multi-national and multi-tiered organization

Module 4 – Campaign Analytics

  • Measuring Email Blasts
  • Which marketing metrics are available
  • Marketing and Engagement Add ons for Dynamics CRM 
  • ClickDimensions
  • Microsoft Dynamics Marketing
  • Lab : Scheduling a Campaign Blast

 

Day 2 - Customer Service in Microsoft Dynamics CRM 2013 to 365

Module 1 - Introduction

  • Customer Scenarios
  • Customer Service Entities and Record Types
  • Using the Interactive Service Hub

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
  • Lab : Case Resolution Processing
  • Create a case
  • Associate a phone call with the case
  • Resolve the case

Module 3 - Knowledge Base in the Interactive Service Hub

  • Knowledge management process
  • Create a knowledge article
  • Create and manage article versions
  • Translate a knowledge article in multiple languages
  • Track knowledge article views
  • Lab : Managing Knowledge Base Articles
  • Create, Submit, and Publish a Knowledge Base Article.

Module 4 – Queue Management

  • Queue Management
  • Lab : Create and Manage Queues
  • Create a New Public Queue for Incoming Questions

Module 5 – Entitlements & SLAs

  • Entitlements and SLA Templates
  • Creating and Working with Entitlements
  • Using Entitlements and SLAs with Cases
  • Lab : Resolving a Case with an Entitlement
  • Create an Entitlement Template
  • Create an SLA using a Contract Template
  • Open a case and associate an SLA and entitlement
  • Create and Close an Appointment Activity a With the Case
  • Resolve the Case

Module 6 - Analysis, Reports and Goals

  • Customer Service Reports
  • Customer Service Charts and Dashboards
  • Customer Service Goals and Metrics
  • Lab : Goals and Goal Metrics
  • Modify a Goal Metric to Include in-Progress Cases

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
  • Lab : Schedule a Service by Using a Same-Site Requirement

Module 8 – Integrated Service Hub Configuration

  • Configure Interactive Dashboards
  • Configure Interactive Forms

 

Day 3 to 5 - Customization and Configuration in Microsoft Dynamics CRM 2013 to 365

Module 1 - Introduction to Customizing Microsoft Dynamics CRM 2013 to 365

  • Customization or Development?
  • Microsoft Dynamics CRM Solutions
  • Introduction to Entity Customization
  • Lab : Create a Solution and publisher

Module 2 – Configuring CRM, Business Units, Teams and Users

  • Configuring Dynamics CRM
  • Create and Manage CRM Business Units
  • User Management and Email Configuration
  • Using CRM Teams to Extend Functionality

Module 3 - Building a Security Model in Microsoft Dynamics CRM 2013 to 365

  • Configuring Dynamics CRM
  • Create and Manage CRM Business Units
  • User Management and Email Configuration
  • Using CRM Teams to Extend Functionality
  • Lab : Configure Security Roles
  • Lab : Configure User Access

Module 4 -  Introduction to Dynamics CRM Solutions

  • Dynamics CRM Solutions Overview
  • Including CRM Components in Solutions
  • Solution Publishers and Versioning
  • Solutions Types
  • Working with Multiple Solutions
  • Export & Import CRM Solutions

Module 5 -  Customizing Entities

  • Entity Customization Concepts
  • Create a Custom Entity
  • Additional Entity Properties
  • Modifying the Configuration of an Entity
  • Lab : Create Custom Entities
  • Lab : Create a Custom Activity Entity

Module 6 – Customizing Fields

  • Field Data Types
  • Field Display Formats
  • Field Properties
  • Customize Existing Fields
  • Configure Option Sets
  • Status and Status Reason Fields
  • Delete Fields
  • Lab : Create and Modify a Global Option Set

Module 7 - Managing Relationships

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

Module 8 - Customizing Forms

  • Form Customization Overview
  • Create and Modify Forms
  • Quick Create and Quick View Forms
  • Manage Multiple Forms
  • Mobile Clients
  • Lab : Modify Form Layout and Add Fields
  • Lab: Create a Role-Based Form for the Competitor entity.

Module 9 – Business Rules

  • Introduction to Business Rules
  • How to design and implement Business Rules
  • Lab : Create a conditional Business Rule

Module 10 - Customizing Views and Visualizations

  • View Customization Concepts
  • System Views
  • Create Custom Views
  • Remove Unwanted Views
  • Lab : Modify a Quick Find View
  • Lab : Create Custom Views
  • Create and Modify Charts
  • Export and Import Charts
  • Create and Modify Dashboards
  • Lab : Create a Custom Chart
  • Lab : Create a Dashboard

Module 11 - Introduction to Processes in Microsoft Dynamics CRM

  • Review Processes Available in CRM
  • Business Process Flows
  • Workflows
  • Dialogs
  • Custom Actions
  • Examine how to create a CRM workflow

Module 12 - Business Process Flows

  • Overview of Business Process Flows
  • Using Stages, Steps, and Categories
  • Reviews Options for Conditional Branching
  • Role Driven Process Flows Lab : Create a Multi-Entity Business Process Flow with conditional stages