Microsoft CRM Courses Overview

Microsoft CRM is an industry term for software solutions that help enterprise businesses manage customer relationships in an organized way.

Whether you are interested to learn about customer relationship management for yourself or you want to instruct your staff or clients on how to implement a successful customer relationship management process this training pack will repeatedly deliver endless results for you.

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Instructor Led Learning

Duration: 3 Days
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Video Learning

Duration: 3 Days
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Earning as much as : R158 000 p.a

What you will learn

  • Introduction to Microsoft Dynamics CRM
  • Microsoft Dynamics CRM Basics
  • Microsoft Dynamics CRM for Microsoft Office Outlook
  • Introduction to Marketing Management
  • Implementing Marketing Campaigns
  • Service Scheduling Administration

Basic computer skills

Introduction to Microsoft Office course

FULL COURSE OUTLINE

Module 1: Power Platform overview

In this module, you will learn the basics of the Power Platform. You will tour the various administrator portals and install applications.

Lessons

  • Overview
  • Configure Power Platform environments
  • Creating applications
  • Discovery and planning

After completing this module you will be able to:

  • Identify common platform components and their uses.

Module 2: Data Modeling

In this module you will learn how to model data effectively using the platform’s entities, attributes and relationships.

Lessons

  • Data model fundamentals
  • Relationships
  • Other entity options
  • Other field options
  • Internationalizing

After completing this module you will be able to:

  • Create and use relationships and entities.

Module 3: Model-driven apps

In this module you will learn about model driven applications and how to configure and use them.

Lessons

  • Configure model-driven apps
  • Configure model-driven forms
  • Configure views
  • Configure model-driven charts
  • Configure model-driven dashboards
  • Configure reports

After completing this module you will be able to:

  • Create and modify forms.
  • Create and modify views and dashboards.
  • Identify and use other user experience components.

Module 4: Canvas apps

In this module you will learn how to create and use canvas apps, as well as learn the differences between canvas apps and model-driven.

Lessons

  • Application fundamentals
  • Working with data and services
  • Customizing the user experience
  • Integration with model-driven apps

After completing this module you will be able to:

  • Create a canvas app.
  • Work with CDS data.

Module 5: Security

In this module you will learn how the platform’s security model manages users’ experiences and access to both data and functionality.

Lessons

  • Security overview
  • Business units
  • Manage security roles
  • Manage teams
  • Configure hierarchy security

After completing this module you will be able to:

  • Create and use business units.
  • Create, modify and use security roles.

Module 6: Platform Automation Overview

In this module you will learn the basics of the Power Platform automation capabilities.

Lessons

  • Automation overview

After completing this module you will be able to:

  • Identify common platform automation capabilities.

Module 7: Business Rules

In this module you will learn how to build and use business rules and how they work alongside other platform automations.

Lessons

  • Introduction to business rules
  • Additional business rule details

After completing this module you will be able to:

  • Create and use business rules.

Module 8: Workflows

In this module you will learn how to build and use workflows and how they work alongside other platform automations.

Lessons

  • Introduction to workflows
  • Building workflows
  • Advanced workflows

After completing this module you will be able to:

  • Create and use workflows.

Module 9: Microsoft Flows

In this module you will learn how to build and use Microsoft Flows and how they work alongside other platform automations.

Lessons

  • Introduction to Microsoft Flow
  • Other Flow concepts
  • Working with CDS
  • Building approval flows
  • Starting from apps
  • Flow deployment considerations

After completing this module you will be able to:

  • Create and use Microsoft Flows.

Module 10: Business Process Flows

In this module you will learn how to build and use business process flows and how they work alongside other platform automations.

Lessons

  • Introduction to business process flows
  • Configure business process flows
  • Additional business process flow details

After completing this module you will be able to:

  • Create and use business process flows.

Module 11: Introduction to integrations

In this module you will learn the basics of the Power Platform integration capabilities. You will learn how to configure and use email integrations.

Lessons

  • Overview of common scenarios
  • Email integration
  • Outlook integration

After completing this module you will be able to:

  • Identify common integrations,
  • Configure and use email integrations.

Module 12: Integration with Office

In this module you will learn how to integrate with common Office products like OneNote, Word and Excel.

Lessons

  • Templates
  • SharePoint
  • Microsoft Teams
  • Additional integrations

After completing this module you will be able to:

  • Configure and use integrations with Office products.

Module 13: Managing Data

In this module you will learn how to import and export data for the Power Platform and create and use data maps.

Lessons

  • Managing data overview
  • Duplicate detection
  • Importing data
  • Exporting data
  • Bulk delete

After completing this module you will be able to:

  • Import and export data.
  • Create and use data maps.
  • Perform bulk delete.

Module 14: Manage Instances and Applications

In this module you will learn how to enable and update first-party applications; install third-party apps and configure using admin portals.

Lessons

  • Overview
  • Manage applications

After completing this module you will be able to:

  • Enable and update first-party apps.
  • Install third-party apps.

Module 15: Manage Solutions

In this module you will learn how to create, manage and deploy solutions.

Lessons

  • Solution concepts
  • Planning and creating solutions
  • Working with solution components
  • Distributing solutions
  • Working with managed solutions

After completing this module you will be able to:

  • Create solutions.
  • Deploy customziations.

Module 16: Additional Deployment Considerations

In this module you will learn how to configure for mobile and deploy components such as Microsoft Flow.

Lessons

  • Configure settings
  • Mobile configuration settings
  • Mobile configuration

After completing this module you will be able to:

  • Configure for mobile.
  • Deploy components.

Module 1: Sales Overview

In this module you will learn the basics of sales in Dynamics 365. We will install and configure the application as well as learn about security roles, key terms and the data model.

Lessons

  • Sales overview
  • Configuring Sales
  • Module summary

After completing this module, you will be able to:

  • Install and configure the sales application.
  • Identify common sales scenarios.

Module 2: Working with Opportunities

In this module you will learn how to manage customer data records, use built in sales tools and take a lead to an opportunity.

Lessons

  • Manage customers
  • Working with opportunities
  • Embedded intelligence
  • Playbooks
  • Integrated sales tools
  • Module summary

After completing this module, you will be able to:

  • Create customer records.
  • Use sales tooling.

Module 3: Quotes to Orders

In this module you will learn how to use quotes and orders to further use Dynamics 365 for Sales to manage your sales opportunities to closed deals.

Lessons

  • Order processing overview
  • Manage product catalog
  • Create and manage quotes
  • Create and manage orders and invoices
  • Module summary

After completing this module, you will be able to:

  • Create and use the product catalog.
  • Add quotes to opportunities.
  • Complete a sale with an order.

Module 4: Sales Analytics and Insights

In this module you will learn how to create and use goals; integrate with PowerBI and enable Sales AI.

Lessons

  • Overview
  • Power BI
  • AI for Sales
  • Modules summary

After completing this module, you will be able to:

  • Create and use goals.
  • Integrate with PowerBI.

Enable Sales AI functionality

Module 1: Marketing Application Configuration

In this module, you will learn about advanced settings, marketing content, templates and integrations in Dynamics 365 for Marketing.

Lessons

  • Configure advanced settings
  • Manage marketing content and templates
  • Manage LinkedIn and Power BI integrations

After completing this module you will be able to:

  • Configure advanced settings such as organization, business management, and content.
  • Manage marketing content and templates.

Module 2: Leads

This module will review how to create, manage and score leads.

Lessons

  • Create and manage leads
  • Assess sales readiness

After completing this module you will be able to:

  • Create and manage leads.
  • Synchronize leads from LinkedIn.
  • Assess sales readiness using lead scoring models.

Module 3: Marketing Forms and Pages

This module will cover how to create marketing forms and pages.

Lessons

  • Create marketing forms
  • Create marketing pages
  • Manage internet marketing

After completing this module you will be able to:

  • Create marketing forms and embed them on marketing pages.
  • Create a marketing page.
  • Preview, validate and go live with a marketing page.
  • Create marketing form and page templates.

Module 4: Segments and Lists

This module will cover how to manage segments, subscription centers, lists and double opt-in.

Lessons

  • Create and manage segments
  • Create and manage subscription centers
  • Double opt-in

After completing this module you will be able to:

  • Configure static and dynamic segments.
  • Create a subscription list.
  • Set up a subscription center page.
  • Set up and enable a double opt-in process.

Module 5: Marketing Emails

This module will cover how to create email messages in Dynamics 365 Marketing.

Lessons

  • Create Email Message

After completing this module you will be able to:

  • Create and design email messages.
  • Preview, validate and go live with email messages.
  • Save an email message as a template.

Module 6: Customer Journeys

This module will review the customer journey creation process.

Lessons

  • Create customer journeys

After completing this module you will be able to:

  • Create a customer journey from a template.
  • Identify customer journey tiles and properties.
  • Validate and go live with a customer journey.
  • Create an account-based customer journey.
  • Understand the marketing calendar features.

Module 7: Insights

This module will demonstrate how to view, understand and manage customer insights.

Lessons

  • Marketing insights
  • Customer insights
  • Marketing execution insights
  • Lead management insights
  • Internet marketing insights

After completing this module you will be able to:

  • Locate insights.
  • Understand marketing insights such as contact, segment, customer journey, marketing email,and leads.

Module 8: Events

In this module you will learn how to manage event planning and execution in Dynamics 365 for Marketing.

Lessons

  • Manage event planning
  • Manage event execution

After completing this module you will be able to:

  • Create in-person and webinar events.
  • Set up event planning features such as sessions, speakers, event passes, waitlists, and venues.
  • Create and manage recurring events.

Module 9: Surveys

In this module you will review how to configure, design and distribute surveys in Dynamics 365 for Marketing.

Lessons

  • Create surveys

After completing this module you will be able to:

  • Create a reusable survey theme.
  • Create, design, preview and publish a survey.

Module 10: Results

In the Results module, you will review marketing event and survey insights.

Lessons

  • Review event and survey results

After completing this module you will be able to:

  • Utilize the event dashboard to assess the outcome of your events.

Module 1: Customer Service Overview

In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.

Lessons

  • Lesson 1: Create case records
  • Lesson 2: Related service apps
  • Lesson 3: Analytics for service
  • Lesson 4: AI for service
  • Lesson 5: Configuring customer service
  • Lesson 6: Module summary

After completing this module, students will be able to:

  • Install and configure the customer service application.
  • Identify common customer service scenarios.

Module 2: Case Management

In this module you will learn how to open and resolve customer service cases, both manually and with automation.

Lessons

  • Lesson 1: Case management overview
  • Lesson 2: Creating case records
  • Lesson 3: Queue management
  • Lesson 4: Case routing
  • Lesson 5: Resolving cases
  • Lesson 6: Module summary

After completing this module, you will be able to:

  • Open and resolve customer service cases.
  • Automate case creation and routing.

Module 3: Service Level Agreements and Entitlements

In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.

Lessons

  • Lesson 1: SLA and entitlement overview
  • Lesson 2: Create and manage entitlements
  • Lesson 3: Create and manage SLAs
  • Lesson 4: Module summary

After completing this module, you will be able to:

  • Create and use service level agreements.
  • Create and use entitlements.

Module 4: Knowledge Management

In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.

Lessons

  • Lesson 1: Knowledge management overview
  • Lesson 2: Authoring and organizing
  • Lesson 3: Use knowledge content
  • Lesson 4: Manage knowledge content
  • Lesson 5: Module summary

After completing this module, you will be able to:

Create and manage knowledge content.

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