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Microsoft Dynamics CRM 2011

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Prerequisites:

1. Knowledge of Microsoft Dynamics CRM 4.0

2. An Understanding of Customer Relationship Management Solution Processes And Practices.

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Training Type: Class Room

Duration: 40 Hours

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Course Outline:

Topic

Sub Topic

Duration

Installation and Deployment

  • Microsoft Dynamics CRM Components
  • Planning the Installation
  • Microsoft Dynamics CRM Server Installation
  • Microsoft Dynamics CRM 2011 Reporting Extensions
  • Installing and Deploying the E-mail Router
  • Microsoft Dynamics CRM for Microsoft Office Outlook
  • Configure an Internet Facing Deployment
  • Upgrading to Microsoft Dynamics CRM 2011
  • Microsoft Dynamics CRM Deployment Manager
  • High Availability Options

10 Hours

Customization and Configuration

  • Business Units and Security Role
  • Configuring Users and Teams
  • Customizing Microsoft Dynamics CRM Overview
  • Customizing Fields
  • Customizing Entities
  • Customizing Relationships and Mappings
  • Customizing Forms, Views and Charts
  • Configuring Field Security
  • Configuring Auditing
  • Configuring Solutions

10 Hours

Sales Management

  • Introduction
  • Working with the Product Catalogue
  • Sales Order Processing
  • Analysis, Reporting and Goals

5 Hours

Service Management

  • Introduction
  • Working with Cases and Contracts
  • Using the Knowledge Base
  • Working with Teams and Queues
  • Analysis, Reporting and Goals

10 Hours

Marketing Automation

  • Introduction
  • Implementing and Managing Marketing Campaigns
  • Analysis, Reporting and Goals

5 Hours

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Course in Detail:

Topic I: Installation and Deployment

Module 1: Microsoft Dynamics CRM Components

This module examines the core components of a Microsoft Dynamics CRM deployment.

Module 2: Planning the Installation

This module describes the some of the considerations in planning a Microsoft Dynamics CRM deployment and the hardware and software requirements necessary for deployment.

Module 3: Microsoft Dynamics CRM Server Installation

This module describes the components that are installed during Microsoft Dynamics CRM Server Setup and the installation procedures and options.

Module 4: Microsoft Dynamics CRM 2011 Reporting Extensions

This module provides an overview of the report types that are available in Microsoft Dynamics CRM 2011 and the role of Reporting Extensions.

Module 4: Microsoft Dynamics CRM 2011 Reporting Extensions

This module provides an overview of the report types that are available in Microsoft Dynamics CRM 2011 and the role of Reporting Extensions.

Module 5: Installing and Deploying the E-mail Router

This module discusses the role of the E-mail Router and installing and configuring the E-mail Router.

Module 6: Microsoft Dynamics CRM for Microsoft Office Outlook

This module describes the installation requirements for the Microsoft Dynamics CRM for Outlook client and how to install and configure the client.

Module 7: Configure an Internet Facing Deployment

This module describes how to configure a Microsoft Dynamics CRM 2011 deployment for access over the Internet and configuring claims-based authentication.

Module 8: Upgrading to Microsoft Dynamics CRM 2011

This module examines the planning considerations and the steps for upgrading an existing Microsoft Dynamics CRM 4.0 deployment to Microsoft Dynamics CRM 2011.

Module 9: Microsoft Dynamics CRM Deployment Manager

This module examines redeploying Microsoft Dynamics CRM and the role of the Microsoft Dynamics CRM Deployment Manager in carrying out deployment-wide administrations tasks.

Module 10: High Availability Options

This module provides a high-level overview of the high-availability options for Microsoft Dynamics CRM.

Topic II: Customization and Configuration

Module 1: Business Units and Security Roles

This module explains how to create and configure Business Units in Microsoft Dynamics CRM. It also explains the design principles behind Security Roles, and how to create and modify new Security Roles.

Module 2: Configuring Users and Teams

This module describes how to create and configure Users and Teams in Microsoft Dynamics CRM. The module explains the interaction between Active Directory and Users and examines how to assign Security Roles to both Users and Teams.

Module 3: Customizing Microsoft Dynamics CRM Overview

This module describes the customization architecture of CRM. The principles behind Solutions and their components are introduced.

Module 4: Customizing Fields

This module explains the use of fields in Microsoft Dynamics CRM. The module describes the concept of data types and formats for fields; and, how to create them in for system and custom entities.

Module 5: Customizing Entities

This module describes the concept of an entity in Microsoft Dynamics CRM. The module explains how to create new entities and the various configuration options available. It explains the difference between standard and activity entities and the different scenarios in which they can be used.

Module 6: Customizing Relationships and Mappings

This module explains the purpose of entity relationships in Microsoft Dynamics CRM. The module describes how to create and customize 1:N, N:1 and N:N relationships and explains the difference between native and manual N:N relationships.

Module 7: Customizing Forms, Views and Charts

This module explains the design, creation and customization of Views, Charts and Forms. Views design includes the use of filters and columns lists; and, the idea of system and personal views. The module goes on to explain how to create charts and how to configure charts for various Microsoft Dynamics CRM areas. Form design is covered in detail, including the use of web components on forms, form security and filtered lookups.

Module 8: Configuring Field Security

This module explains the concept of field security in Microsoft Dynamics CRM. The module describes how to create and implement Field Security Profiles and how those profiles complement the other security mechanisms in Microsoft Dynamics CRM.

Module 9: Configuring Auditing

This module describes the auditing architecture of Microsoft Dynamics CRM. It explains how auditing can be enabled at three levels in Microsoft Dynamics CRM: system, entity and field. The module describes how to view and interpret auditing data.

Module 10: Configuring Solutions

This module builds on the principles described in module 3 to explain how to create and configure Solutions. The module describes the difference between managed and unmanaged Solutions and illustrates the methods used to export and import both types.

Topic III: Sales Management

Module 1: Introduction

This module introduces the capabilities of Microsoft Dynamics CRM that allow you to track and manage the sales process from potential to close.

Module 2: Working with the Product Catalog

This module describes the role of the product catalog in Microsoft Dynamics CRM and the benefits of using it. It shows the tasks that are required to configure a product catalog, including setting up and maintaining unit groups, products, and price lists. It also describes and demonstrates the important role of the product catalog and price lists in the sales process.

Module 3: Sales Order Processing

This module discusses the tools used to capture important sales information and uncover new business opportunities. Although, quotes, orders, and invoices are an important part of the sales processes and provide a complete view of the customer, implementing a sales process allows users to initiate, track, and close sales consistently and efficiently.

Module 4: Analysis, Reporting and Goals

This course discusses a number of tools you can use to analyze and report on sales-related information in Microsoft Dynamics CRM.

Topic IV: Service Management

Module 1: Introduction

This module introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects.

Module 2: Working with Cases and Contracts

This module explains cases and contracts and about how they can be used together in service management functions.

Module 3: Using the Knowledge Base

This module explains how to use the knowledge base and discusses how organizations can browse, locate, and share information in the repository.

Module 4: Working with Teams and Queues

This course discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM.

Module 5: Analysis, Reporting and Goals

This module discusses the many methods available for analyzing and reporting on service management information in Microsoft Dynamics CRM.

Topic V: Marketing Automation

Module 1: Introduction

This module introduces you on how to use Microsoft Dynamics CRM to extend the effectiveness of your marketing department and provides context of how to use things such as marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM.

Module 2: Implementing and Managing Marketing Campaigns

This module discusses the role of campaign activities and marketing lists in campaigns. It also discusses how to associate sales literature, target products and price lists with marketing campaigns.

Module 3: Analysis, Reporting and Goals

This module discusses the built-in marketing reports that can be used to review campaign performance and compare campaigns. It also explains how to create and manage sales goals within the organization.

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