Day

Topics To Be Covered

Day 1

·         What is CRM? 

·         How to Access CRM?

·         How to Activate 30 days CRM online trial version

·         Three Modules in CRM - Sales, Marketing and Services

·         CRM Records: 

•   Owner of the record 
•   Status of the record 
•    Sorting 

·         CRM Online and on-premise Version 

·         User Creation and assign security roles 

2

·         Assigning and sharing records 

·         Search and Advanced find view 

·         ad-hoc query using advanced find view and download fetchXML

·         Using other Language in CRM (Language Pack) 

·         Options 

3

·         CRM Architecture

·         MS CRM Entity Model

·         Customization Concepts â?? Entity Types and Attributes

·         Creating Custom Entities and Attributes

·         Option set & Global Option Set

4

·         Types of Form â??

·         Quick Create Form

·         Quick View Form

·         Mobile form

·         Creating Multiple Main Form

·         Role based Form

5

·         Types of Relationships

·         Relationship Behaviors

·         Creating Entity Relationships

·         Editable Grid 

6

·         Default Solution

·         Managed Solution 

·         Unmanaged Solution

·         Managed Properties

7

·         Sales Life Cycle

·         Lead, Opportunity

·         Quote, Order

·         Invoice

·         Sales Literature

8

·         Business Rules

9

·         Unit Group and configure Units

·         Price List and associate price list with Product 

10

·         Discount List 

·         Product Family,

·         Product and Product Bundle configuration

11

·         Marketing Life Cycle:

·         Campaign, Quick Campaign,

·         Marketing list,

·         Campaign Activity,

·         Campaign Responses.

12

13

• Queue: Private Queue & Personal Queue 
• Add case to a queue: based on routing rule 
• Knowledge Base Article: (a) Directly create (b) Create from Template 
• Creating Subject for knowledge based Article 

14

·         SLA (Service Level Agreements) 

·         Type OF SLA: Standard SLA & Enhanced SLA

·         Business Scenario: implement SLA 

·         Entitlement 

·         Create an entitlement: From Template & from scratch

·         Define Entitlement Terms

·         Associate entitlements to cases

·         Business Scenario: Implement Entitlement 

·         Crating Service Level Agreement (SLA) with Entitlement 

15

• Business Unit 
• Team 
• User
• Security Model in CRM â??

• Role Based Security,
• Access rights and Privileges 

16

• Implemented Security Model in CRM â??
  
  • Record Level Security
  • Field Level Security

17

·         Data Management

·         Duplication Detection Settings and Rules

·         Bulk Record Deletion

·         Data Maps and Imports

18

·         View

·         Personal View & System View

·         Charts

·         Personal Chart & System Chart

·         Dashboard

·         Personal Dashboard & System Dashboard

19

·         Business Rule

20

·         Business Process Flow

21

·         Overview of Workflow

Creating Workflows through Workflow Designer

22

·         Overview of Dialogs

·         Creating Dialog Pages, Prompt and Response

23

·         Plugin

·         Developing Plugins

·         Deploying Plugins

·         Debugging Plugins

24

·         Web Resources

·         I Frames

·         Reports

25

·         Ribbon Customizations

·         Creating & Hiding Ribbon Elements

·         Enabling & Disabling Ribbon Elements

26

·         Data Management

â?¢    Duplication Detection Settings and Rules

â?¢    Bulk Record Deletion

â?¢    Data Maps and Imports