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Microsoft Dynamics CRM 2013: Applications Combo Training Courses

About the Microsoft Dynamics CRM 2013: Applications Combo

Duration: 2 days (16 hours)

Dynamics CRM 2013

This 2-day package consists of the following Dynamics CRM 2013 courses, that maps to the following Dynamics CRM 2013 certification:


  • Microsoft Dynamics Certified Technology Specialist: Dynamics CRM 2013 Applications

The first course, 80545, focuses on how an organization can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM 2013. This course provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2013.


Course 80546 introduces the capabilities of Sales Management in Microsoft Dynamics CRM 2013 that allow you to track and manage the sales process from potential to close. This course provides insight on sales process information, and introduces the tools available to analyze and report on sales information.

Next Class Dates

Feb 19, 2018 – Feb 20, 2018
 
9:00am – 5:00pm PST
 
 
Apr 2, 2018 – Apr 3, 2018
 
9:00am – 5:00pm CST
 
 
Jun 4, 2018 – Jun 5, 2018
 
9:00am – 5:00pm PST
 
 

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This training consists of the following courses:

80545: Customer Service in Microsoft Dynamics CRM 2013   More on this course

1 day | 8 hours

arrow Course Objectives

  • » Identify the key set of terms, phrases and elements to effectively work with Customer Service Scenarios and Terminology
  • » Recognize why cases are the fundamental record type in service management, and represent a single incident of service.
  • » 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 customer service representatives in the resolution of cases.
  • » Utilize Contract Management to specify the amount of support services a customer is entitled to.
  • » Use reporting functionality to gain insight into trends, performance, and identifying opportunities and potential issues.
  • » Practice Goal Management features to establish and track progress against target values for key performance indicators.
  • » Use the Service scheduling functionality and how it is designed to assist organizations when providing services that require complex combinations of resources.

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arrow Course Outline

  • Module 1: Introduction
    1. Customer Scenarios
    2. Customer Service Entities and Record Types
  • Module 2: Cases
    1. Creating Case Records
    2. Understanding the Process Ribbon and Menu Options
    3. Case Resolution, Canceling and Deleting
    4. Assigning Case Records
    5. Other Actions on Cases From Forms and Views
    6. Working with the Subject Tree
    7. Working with the Case List and Views
    8. Lab : Case Resolution Processing
    9. Create a case
    10. Associate a phone call with the case
    11. Resolve the case
  • Module 3: Knowledge Base
    1. Article Templates
    2. Creating, Approving and Publishing Articles
    3. Using and Searching the Knowledge Base
    4. Cases and Knowledge Base Articles
    5. Sending Knowledge Base Articles
    6. Lab : Managing Knowledge Base Articles
    7. Create, Submit, and Publish a Knowledge Base Article.
  • Module 4: Queue Management
    1. Queue Management
    2. Lab : Create and Manage Queues
    3. Create a New Public Queue for Incoming Questions
  • Module 5: Contracts
    1. Contracts and Contract Templates
    2. Creating and Working with Contracts
    3. Using Contracts with Cases
    4. Lab : Resolving a Case with a Contract
    5. Create a Contract Template
    6. Create a Contract using a Contract Template
    7. Open a case and associate a contract
    8. Create and Close an Appointment Activity a With the Case
    9. Resolve the Case
  • Module 6: Analysis, Reports and Goals
    1. Customer Service Reports
    2. Customer Service Charts and Dashboards
    3. Customer Service Goals and Metrics
    4. Lab : Goals and Goal Metrics
    5. Modify a Goal Metric to Include in-Progress Cases
  • Module 7: Service Scheduling
    1. Service Scheduling Scenarios
    2. Service Scheduling Terminology
    3. Service Scheduling Process
    4. Resources, Services and Selection Rules
    5. Include Customer Preferences
    6. Understand Sites and Same-Site Requirements
    7. Manage Business Closures
    8. Explain the Service Activity Scheduling Engine
    9. Working with Service Activities and the Service Calendar
    10. Close, Cancel, or Reschedule a Service Activity
    11. Lab : Schedule a Service by Using a Same-Site Requirement

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80546: Sales Management in Microsoft Dynamics CRM 2013   More on this course

1 day | 8 hours

arrow Course Objectives

  • » Understand the context of Sales Management and review real-life sales scenarios
  • » Identify how the various elements of the Microsoft Dynamics CRM 2013 Sales fit together
  • » Review the basic terminology used throughout the application.
  • » Review how the basic flow of sales activity in Microsoft Dynamics CRM begins with the entry of leads, and review ways to manage leads in Microsoft Dynamics CRM
  • » Identify the role of leads, and when they can be used
  • » Know the Lead to Opportunity process and the roles of these records.
  • » Work with Sales Literature in Microsoft Dynamics CRM.
  • » Explore the steps to create and maintain Competitors.
  • » Identify the features and benefits of the product catalog.
  • » Create and maintain unit groups for the product catalog.
  • » Add products to the product catalog, and describe the use of kit products and substitute products.
  • » Create price lists and configure as appropriate for different customers, marketing campaigns and special offers.
  • » Set up different price lists for different types of customers and marketing campaigns
  • » Utilize the tools to available within Microsoft Dynamics CRM to capture important sales information and uncover new business opportunities.
  • » Identify how Goal Management enables organizations to manage and analyze performance.
  • » Use the Sales Analysis tools that Microsoft Dynamics CRM provides analyze and report on sales-related information

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arrow Course Outline

  • Module 1: Introduction to Sales Management
    1. Customer Scenarios
    2. Basic Record Types
  • Module 2: Lead Management
    1. Lead to Opportunity Process Form and Process Ribbon
    2. Convert Activity Records to Leads
    3. Qualifying and Disqualifying Leads
    4. Create, Maintain, and Use Sales Literature
    5. Create, Maintain, and Use Competitors
    6. Lab : Create and Disqualify a Lead
    7. Create a New Lead Record
    8. Disqualify the Lead Record.
  • Module 3: Working with Opportunity Records
    1. Create Opportunities and Work with Opportunity Form
    2. Changing Opportunity Status
    3. Lab : Managing Sales Opportunities
  • Module 4: Working with the Product Catalog
    1. The Microsoft Dynamics CRM Product Catalog
    2. Unit Groups
    3. Adding and Maintaining Products
    4. Creating, Maintaining and Using Price Lists
    5. Currency Management
    6. Creating a Price List
    7. Lab : Managing Price List Items
    8. Create a Test Opportunity Record, and Add a Price List
    9. Lab : Managing the Product Catalog
    10. Create Currency
    11. Create a Unit Group associated with the Currency
    12. Create a Product
    13. Create a Price List and Price List Item Tied to the Currency.
  • Module 5: Sales Order Processing
    1. Adding Line Items (Opportunity Products) to Opportunities
    2. Quote Management
    3. Working with Orders
    4. Working with Invoices
    5. Lab : Sales Order Process
  • Module 6: Metrics and Goals
    1. Configuring Goal Metrics
    2. Configuring Fiscal Periods
    3. Creating and Assigning Goal Records
    4. Creating and Recalculating Parent and Child Goal Records
    5. Creating a Rollup Query
    6. Lab : Goal Management for Individuals
    7. Implement a Goal Metric
  • Module 7: Sales Analysis
    1. Running Built-in Reports
    2. Exporting Sales Information to Excel
    3. Working with Charts and Dashboards
    4. Working with System Charts from the Opportunity List
    5. Working with Dashboards
    6. Create a New Dashboard in the Workplace
    7. Sharing DASHBOARDS, Charts and Advanced Find Queries
    8. Lab : Create a New Personal, Sales Dashboard
    9. Create an advanced find query
    10. Create a chart.
    11. Create a dashboard, and add the advanced find query and chart to it.
    12. Share the dashboard.

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Recent Client Testimonials & Reviews

Great staff, great instructor, very responsive to needs.

-Laura C.
Course(s) Taken

» Microsoft Dynamics CRM 2011: Accelerated Combo

overall, good class, and good instructor - great knowledge of many platforms and programs.

-Robert V.
Course(s) Taken

» Microsoft Dynamics CRM 2011: Accelerated Combo

The courses, teachers, and facilities are all very good.

-Allan S.
Course(s) Taken

» Microsoft Dynamics CRM 2011: Accelerated Combo

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