DETAILED BOOT CAMP AGENDA

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1 DETAILED BOOT CAMP AGENDA Intro to Dynamics CRM 2016: Sales, Marketing, and Service OVERVIEW CRM CONCEPTS AND BASICS CRM Purpose Introduction to Sales Introduction to Marketing Introduction to Service CRM Terminology Deployment Options NAVIGATION SALES Working with the Application Working with Records Activity Feeds Outlook Integration Service Management: Introduction Service Management: Sales Order Processing Service Management: Working with the Product Catalog MARKETING Marketing Automation: Introduction Implementing and Managing Marketing Campaigns SERVICE Service Management: Introduction Service Management: Use the Knowledge Management Service Management: Working with Cases Service Management: Working with Teams and Queues Service Management: Entitlements, SLAs, and Scheduling Advanced Dynamics CRM: Search, Analyze, and Present Searching CRM Data Advanced Find Export to Excel Visualizations Reports Collaboration Tools Data Management

2 Administrator: Processes, Administration, and Customization ADMINISTATION Users and Teams Security System Settings CRM Terminology Deployment Options CUSTOMIZATION Overview Solutions Entities Entity Relationships Fields User Interface Customizations Portable Business Logic Field Level Security Auditing PROCESSES Workflows Dialogs Business Process Flows Managing Processes Intro to Dynamics CRM 2016: Sales, Marketing, and Service CRM CONCEPTS AND BASICS CRM Purpose Introduction to Sales Introduction to Marketing Introduction to Service CRM Terminology Deployment Options NAVIGATION Working with the Application Navigation Bar Command Bar Most Recently Used 2

3 Working with the Application Continued Quick Create Search Views Personal Options Working with Records Customer Records Functional Records Working with Forms Record Ownership Sharing Records Auto-Save Deleting Records Activity Feeds Notes and Attachments Activities Types Viewing Activities Posts Outlook Integration Dynamics CRM App for Outlook Integration with Outlook Web Access Comparison with Full Outlook Client Dynamics CRM for Outlook Integration with Outlook / Navigation Tracking Outlook Items Records Available to Track How-To Track Features of Tracking Synchronizing Records from CRM to Outlook Concepts of Synchronization Synchronization Options Working with Offline Client SALES Sales Management: Introduction Overview of the Sales Process Core Sales Records Other Records in the Sales Process Sales Management: Sales Order Processing Business Process Flows Working with Leads Opportunities Management Working with Quotes, Orders and Invoices Tracking Competitors Incorporating Sales Literature 3

4 Sales Management: Working with the Product Catalog Benefits Product Catalog Uses Setting up the Product Catalog Maintaining Product Catalog MARKETING Marketing Automation: Introduction Marketing Overview Creating and Using Marketing Lists Implementing and Managing Marketing Campaigns Quick Campaigns Campaigns Planning Creating Templates Responses Marketing Add-Ons SERVICE Service Management: Introduction Overview of the Service Management Process Core Service Management Records Service Management: Using the Knowledge Base Subject Tree Knowledge Base Article Templates Creating, Approving and Publishing Articles Using and Searching the Knowledge Base Cases and Knowledge Base Articles Managing Knowledge Base Articles New Knowledge Management Service Management: Working with Cases Understanding Case Management Viewing Cases Creating Cases Working with Cases Characteristic Service Management Process Interactive Service Hub Service Management: Working with Teams and Queues Introduction to Teams Introduction to Queues Common Uses of Queues Working with Queues and Queue Items Queue Item Views Case Assignment and Routing Rules 4

5 Service Management: Entitlements, SLAs and Scheduling Entitlements and SLAs Creating Entitlements Creating SLAs Using Entitlements and SLAs with Cases Service Scheduling Advanced Dynamics CRM: Search, Analyze, and Present Searching CRM Data Quick Find System Views Multi-Entity Search Advanced Find Overview of Capabilities Creating Queries Saving Views Sharing Views System vs. Personal Views Export to Excel Static and Dynamic Sheets Pivot Tables Visualizations Charts Dashboards Hierarchy Reports Using Default Reports Report Wizard Tools which Integrate with CRM Collaboration Tools Mail Merge Templates Word Document Templates Excel Document Templates Data Management Data Import Duplicate Detection 5

6 Administrator: Processes, Administration, and Customization ADMINISTRATION Users and Teams User Management User Creation and Maintenance Team Configuration and Management Security Business Units Owner Teams Access Teams Security Roles Privileges Access Levels Hierarchy Security Positions Hierarchy Manager Hierarchy System Settings CUSTOMIZATION Overview Methodology Types of Customizations Levels of Customization Solutions / Purpose Default Solution Managed vs. Unmanaged Solutions Exporting and Importing solutions Solution Management and Conflict Resolution Solution Segmentation Entities / Purpose Creating Custom Entities Activities Entities Standard Entities Security Considerations Entity Relationships Types and Behavior Cascading and Mapping Hierarchy Visualizations End User Experience Configuration 6

7 Fields Types Calculated and Rollup Fields Global Option Sets User Interface Customizations Forms Types Components Views and Charts Portable Business Logic Creating Business Rules Field Level Security / Scope Configuring Auditing Best Practices Configuring Managing PROCESSES Workflows Implementing and Creating Workflow Processes Creating a Workflow - Overview Starting Workflows Demonstrate how a Simple Workflow is Created Demonstrate how to Create a Workflow Using a Wait Condition Configuring Multistage Workflows Child Workflows Real Time Workflows Testing Workflows Dialogs Dialog Concepts / Dialog Demonstrations Creating Dialogs Business Process Flows Out-of-the-Box Process Flows Creating & Modifying Process Flows How to Work with Process Flows Branching Managing Processes Monitoring Processes Impact on Performance Process Security 7

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