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CRM15BC: Microsoft Dynamics CRM 2015 Boot Camp

 

Course Introduction

This course will focus on the Microsoft Dynamics CRM features used to manage interactions with a variety of audiences, and demonstrate the platform capabilities to implement business process around clients, suppliers, other stakeholders, case management for a wide spectrum of business processes, such as grant and application management, licensing, permitting and compliance, social service cases and other public sector specific scenarios. Another aspect covered in this course is the management of all related correspondence, documents, contacts and conversations. This course demonstrates the rich and relevant view of your core data, and provides your team with actionable insights, including the use of knowledge management in a centralized knowledge base.

Will cover only Microsoft Dynamics CRM features used to configure and customize the platform with very specific parameters, describing the entire life-cycle of data elements and modeling the stages and the processes surrounding the data lifecycle.

Audience

This course is intended for business analysts, subject matter experts, and developers who plan to model business processes using the Microsoft Dynamics CRM application and platform in their organizations and need a foundational understanding of the application functionality.

Prerequisites

Before attending this course, students must have:

  • General knowledge of Microsoft Windows
  • General knowledge of Microsoft Office, in particular Microsoft Outlook
  • An understanding of Customer Relationship Management solution processes and practices

What are the goals for this course?

  • Model business processes around case management processes
  • Use Queues to organize and store Activities and Cases that are waiting to be processed.
  • Effectively search the Knowledge Base to access a repository of informational articles used to assist case workers in the lifecycle management of cases.
  • Use reporting functionality to gain insight into trends, performance, and identifying performance improvements and potential service standard issues.
  • Practise using goal management features to establish and track progress against target values for key performance indicators.
  • Use the service scheduling functionality and understand how it is designed to assist organizations when work items require complex combinations of resources.
  • Use lists, views and charts to obtain important information.
  • Create and manage goals for individuals, teams, and the organization.
  • Utilize personal charts, system charts and dashboards.
  • Design and implement strategies for the creation of business units and security roles
  • Configure Microsoft Dynamics CRM users and teams
  • Describe the principles of customizing the system
  • Create and configure fields for both custom and system entities
  • Create and configure custom entities, including standard and activity entities
  • Design, create and configure relationships between entities
  • Define parent and child goal records and create rollup queries
  • Create and configure views, charts and forms for both system and custom entities
  • Implement field security and access team templates in Microsoft Dynamics CRM
  • Design, create and configure business rules and business process flows to guide users through their work