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Microsoft Dynamics CRM 4.0 (Basic)

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Prerequisites:

1. General Knowledge of Microsoft Windows.

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

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Training Type: Class Room

Duration: 60 Hours

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Course Outline:

Topic

Sub Topic

Duration

Applications

  • Introduction to Microsoft Dynamics CRM

  • Microsoft Dynamics CRM Basics

  • Microsoft Dynamics CRM for Microsoft Office Outlook

  • Introduction to Sales Management

  • Sales Order Processing

  • Introduction to Marketing Management

  • Implementing Marketing Campaigns

  • Introduction to Service Management

  • Managing Service Cases

  • Microsoft Dynamics CRM Knowledge Base

  • Introduction to Service Scheduling

  • Service Scheduling Administration

20 Hours

Customization and Configuration

  • Configuring Business Units

  • Configuring Security

  • Copying and Creating Role

  • Configuring Users and Team

  • Configuring Organizational Settings

  • Customizing Microsoft Dynamics CRM Overview

  • Customizing Forms and Views

  • Customizing Entities and Attributes

  • Renaming Entities and Translating Customizations

20 Hours

Installation and Deployment

  • Microsoft Dynamics CRM Components

  • Planning the Microsoft Dynamics CRM Installation

  • Microsoft Dynamics CRM Server Installation

  • Microsoft Dynamics CRM E-Mail Router

  • Microsoft Dynamics CRM for Microsoft Office Outlook

  • Upgrading to Microsoft Dynamics CRM 4.0

20 Hours

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(+)

Course in Detail:

Topic I: Applications

Module 1: Introduction to Microsoft Dynamics CRM

This module explains how creating and implementing a CRM strategy provides overall value to an organization. It explains how Microsoft Dynamics CRM supports a successful strategy through a set of modules organized by functional area: sales, marketing, and service. This module also explains how Microsoft Dynamics CRM is installed and used in your environment.

Module 2: Microsoft Dynamics CRM Basics

This module explains the variety of tools to track, manage, execute, and report on customer interactions, and how a variety of tools to track, manage, execute, and report on customer interactions.

Module 3: Microsoft Dynamics CRM for Microsoft Office Outlook

This module explains the unique benefits of Microsoft Dynamics CRM for Outlook, and explains how you can use Microsoft Dynamics CRM for Outlook to manage e-mail, appointments, tasks, and contacts. Then, this module covers how to create personalized communications using Mail Merge. Finally, the module describes the differences between Microsoft Dynamics CRM for Outlook with off-line functionality verses on-line functionality and how records between Outlook and Microsoft Dynamics CRM are synchronized.

Module 4: Introduction to Sales Management

This module explains the basic sales process and how sales processes may vary between organizations. It describes and provides guidance for making decisions about which areas of Sales to use and how to use them. Also described is how you can use Microsoft Dynamics CRM to work with qualified customers to make a sale. This module goes runs a complex sale process and discusses leads in detail, and how they can be a key entry point in the sales process. The discussion begins with entering and importing leads, and then walks through the process of converting a lead to an opportunity, account and contact. It also covers converting an activity to a lead and ways to disqualify and reactivate leads.

Module 5: Sales Order Processing

This module explains the role of the product catalog in Microsoft Dynamics CRM and the tasks required to set up a product catalog. These tasks include setting up and maintaining unit groups, products, and price lists. This module explains how to process a sales order in Microsoft Dynamics CRM 4.0. It covers quotes, orders, and invoices, and describes the features in Microsoft Dynamics CRM that are used to analyze the data captured in the system. Also described is how the Export to Excel feature enables both static copies and dynamic queries of data to be viewed and evaluated in Microsoft Excel.

Module 6: Introduction to Marketing Management

This module describes the marketing functionality and key features you can use to increase marketing effectiveness. It explains the core concepts of marketing campaigns in Microsoft Dynamics CRM including: closed loop marketing, quick campaigns, marketing campaigns, and campaign responses and reporting. This module also explains the process for creating quick campaigns, marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM.

Module 7: Implementing Marketing Campaigns

This module explains the process for distributing campaign activities to launch your campaign. Discussed is managing a campaign that is underway and tracking campaign responses.

Module 8: Introduction to Service Management

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. It covers the core components of service management and explains how the subject tree provides a structured approach for grouping and managing information. It explains the lifecycle and key concepts of contracts in Microsoft Dynamics CRM, and explains how to create contract templates, and how to modify contracts and how to delete, cancel, renew, or put a contract on hold.

Module 9: Managing Service Cases

This module explains concepts of case management, the steps in the case resolution process, and the ways you can view and manage cases in Microsoft Dynamics CRM. The module also covers creating, deleting, and editing cases, and then discusses other activities related to case management, such as assigning and sharing cases and using the knowledge base to research issues and resolve cases.

Module 10: Microsoft Dynamics CRM Knowledge Base

This module explains how to use the Microsoft Dynamics CRM Knowledge Base, and discusses how organizations can browse, locate, and share information using this repository. Also discussed is how Microsoft Dynamics CRM service queues work, including how to create public queues and routing rules for queues, the process of deleting queues, viewing the list of cases and activities in queues, and how to accept and assign items from queues.

Module 11: Introduction to Service Scheduling

This module explains the basic service scheduling process and service scheduling activities in detail.

Module 12: Service Scheduling Administration

This module explains the scheduling administration, setup process, and administrative activities in detail since this is a key entry point in the scheduling process.

Topic II: Customization and Configuration

Module 1: Configuring Business Units

This module explains how to set up organizational structures by maintaining business units within an organization.

Module 2: Configuring Security

This module reviews the Microsoft Dynamics CRM security model, including security roles, privileges, and access levels. This module examines how to maintain permissions within security roles, and how security permissions are inherited across business units.

Module 3: Configuring Users and Teams

This module explains how to define the users who access Microsoft Dynamics CRM and the teams that share Microsoft Dynamics CRM data.

Module 4: Configuring Organizational Settings

This module reviews a variety of configuration settings that enable each organization to tailor Microsoft Dynamics CRM to satisfy its business requirements. These settings control the appearance and functionality of the application; they are defined at the organization level and apply to all business units in a given implementation.

Module 5: Customizing Microsoft Dynamics CRM Overview

This module introduces all of the application features that can be customized in Microsoft Dynamics CRM and the different ways in which customizations can be applied. This is an introductory section that lays the foundation for the hands-on training that follows.

Module 6: Customizing Forms and Views

This module examines how to customize the Microsoft Dynamics CRM user interface using the application's customization tools. This includes customizations to the forms used to enter and update data and the views that display lists of records.

Module 7: Customizing Entities and Attributes

This module examines how to create new entities and attributes through Microsoft Dynamics CRM’s built-in customization tools.

Module 8: Customizing Relationships and Mappings ments

This module identifies the different types of supported relationships in Microsoft Dynamics CRM, as well as the types of behavior that control how certain actions taken on a record affect related records. This training also examines entity mapping.

Module 9: Renaming Entities and Translating Customizations

This module examines the final two elements related to customizing entities: renaming a customizable entity, and in a multilingual deployment, translating customized labels into the required languages.

Module 10: Maintaining Organizations through Deployment Manager

This module examines how Microsoft Dynamics CRM supports multiple organizations in one installation. This training also examines the tools that are available in Microsoft Dynamics CRM's Deployment Manager utility.

Module 11: Introduction to Advanced Customizations

This module introduces a variety of advanced customization features that are available with Microsoft Dynamics CRM. These topics are intended for a developer audience, but the topics are introduced to expose the participant to available advanced customization functionality.

Topic III: Installation and Deployment

Module 1: Microsoft Dynamics CRM Components

This module lays the foundation for the remainder of the course and examines the primary components that are leveraged by Microsoft Dynamics CRM 4.0.

Module 2: Planning the Microsoft Dynamics CRM Installation

This module examines the hardware and software requirements that must be in place prior to installing Microsoft Dynamics CRM4.0, as well as appropriate licensing plans.

Module 3: Microsoft Dynamics CRM Server Installation

This module examines the hardware and software requirements that must be in place prior to installing Microsoft Dynamics CRM 4.0, as well as appropriate licensing plans.

Module 4: Microsoft Dynamics CRM E-Mail Router

This module discusses the key features in the Microsoft Dynamics CRM 4.0 E-mail Router functionality and the steps to follow to install the Microsoft Dynamics E-mail Router.

Module 5: Microsoft Dynamics CRM for Microsoft Office Outlook

This module examines the primary components of Microsoft Dynamics CRM for Microsoft Office Outlook, reviews the two types of access that are available with 4.0, and examines the steps to successfully install Microsoft Dynamics CRM Office Outlook.

Module 6: Redeploying Microsoft Dynamics CRM 4.0

This module provides information about redeploying Microsoft Dynamics CRM 4.0

Module 7: Upgrading to Microsoft Dynamics CRM 4.0

This module provides information about upgrading a Microsoft Dynamics CRM 3.0 deployment to Microsoft Dynamics CRM 4.0.

Module 8: Uninstalling and Repairing Microsoft Dynamics CRM 4.0

This module provides information about repairing and uninstalling Microsoft Dynamics CRM 4.0

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