Application Skills in Microsoft Dynamics CRM 2013

Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number
Expertise Level

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Overview/Description
Microsoft Dynamics CRM 2013 is a Customer Relationship Management application with an in-built platform designed to facilitate it being customized and extended to meet a broad range of requirements. In this course, you will get an introduction to the system navigation and basic features. The course also teaches you how to work with the Microsoft Dynamics CRM 2013 Outlook Client, various ways to automate business processes, integrating your e-mails with CRM 2013, and creating your own custom queries using advanced find.

Target Audience
Individuals who plan to use, implement or support Microsoft Dynamics CRM 2013 and the CRM 2013 Outlook Client in their organization.

Prerequisites
none

Expected Duration (hours)
2.7

Lesson Objectives

Application Skills in Microsoft Dynamics CRM 2013

start the course

understand the different CRM modules and their primary entities

navigate the CRM 2013 web client

create and manage Account and Contact records

work with the different activity records

use connections to represent the relationships between different records in the system

install the Outlook Client for CRM 2013

navigate your way around the Outlook Client

configure synchronization rules in Outlook

synchronize your existing contacts with CRM

track your tasks and appointments from Outlook to CRM

set up offline functionality for CRM

configure the way in which your CRM Outlook client behaves

configure e-mail related personal system settings

track your e-mails against CRM entities

convert your e-mails to leads, cases, and opportunities

use tracking tokens and smart matching to automatically link e-mails to records

add content to your e-mails using templates, sales literature, and articles

create a basic background or asynchronous workflow

create a real-time or synchronous workflow

create a basic dialog

create a conditional branch in a dialog

create a dialog that queries CRM data

use system jobs to manage and monitor background processes

monitor real-time processes

create an Advanced Find query that shows fields across multiple entities

create an advanced find query that filters fields across multiple entities

create a workflow to welcome new contacts

Course Number:
er_dcrm_a01_it_enus

Expertise Level
Intermediate