SkillSoft Explore Course – Lambers, Inc.

KnowledgeCenters Microsoft Enterprise Solutions KnowledgeCenter Microsoft Enterprise Solutions Courses

Microsoft Dynamics CRM 2013 is a Customer Relationship Management application with an in-built platform designed to facilitate it being customized and extended to meet a broad range of requirements. In this course, you will get an introduction to the system navigation and basic features. The course also teaches you how to work with the Microsoft Dynamics CRM 2013 Outlook Client, various ways to automate business processes, integrating your e-mails with CRM 2013, and creating your own custom queries using advanced find.

Asset ID	er_dcrm_a01_it_enus
Course Type	Video Course
Course Category	Microsoft Enterprise Solutions KnowledgeCenter

Objectives
Getting Started start the course understand the different CRM modules and their primary entities navigate the CRM 2013 web client create and manage Account and Contact records work with the different activity records use connections to represent the relationships between different records in the system The Dynamics CRM Outlook Client install the Outlook Client for CRM 2013 navigate your way around the Outlook Client configure synchronization rules in Outlook synchronize your existing contacts with CRM track your tasks and appointments from Outlook to CRM set up offline functionality for CRM configure the way in which your CRM Outlook client behaves E-mail Management and Integration configure e-mail related personal system settings track your e-mails against CRM entities convert your e-mails to leads, cases, and opportunities use tracking tokens and smart matching to automatically link e-mails to records add content to your e-mails using templates, sales literature, and articles Business Process Automation create a basic background or asynchronous workflow create a real-time or synchronous workflow create a basic dialog create a conditional branch in a dialog create a dialog that queries CRM data use system jobs to manage and monitor background processes monitor real-time processes Turning Data into Information create an Advanced Find query that shows fields across multiple entities create an advanced find query that filters fields across multiple entities Practice: Create Workflows create a workflow to welcome new contacts

Objectives

Getting Started

start the course
understand the different CRM modules and their primary entities
navigate the CRM 2013 web client
create and manage Account and Contact records
work with the different activity records
use connections to represent the relationships between different records in the system

The Dynamics CRM Outlook Client

install the Outlook Client for CRM 2013
navigate your way around the Outlook Client
configure synchronization rules in Outlook
synchronize your existing contacts with CRM
track your tasks and appointments from Outlook to CRM
set up offline functionality for CRM
configure the way in which your CRM Outlook client behaves

E-mail Management and Integration

configure e-mail related personal system settings
track your e-mails against CRM entities
convert your e-mails to leads, cases, and opportunities
use tracking tokens and smart matching to automatically link e-mails to records
add content to your e-mails using templates, sales literature, and articles

Business Process Automation

create a basic background or asynchronous workflow
create a real-time or synchronous workflow
create a basic dialog
create a conditional branch in a dialog
create a dialog that queries CRM data
use system jobs to manage and monitor background processes
monitor real-time processes

Turning Data into Information

create an Advanced Find query that shows fields across multiple entities
create an advanced find query that filters fields across multiple entities

Practice: Create Workflows

create a workflow to welcome new contacts