Microsoft Dynamics CRM - Overview. Customer Relationship Management (CRM) is a system for managing a company's interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.
Introduction to Microsoft Dynamics CRM
Sales Process
♦ Leads
♦ Opportunities
♦ Competitors
♦ Products
♦ Quotes, Orders, and Invoices
♦ Goals
Marketing
♦ Marketing Lists
♦ Campaigns
♦ Sales Literature
♦ Quick Campaigns
Service
♦ Services
♦ Service Calendar
♦ Cases
♦ Knowledge Base
♦ Contracts
Administration, Settings & Configuration
Administration
♦ Creating and managing Business Units, Users and Teams
♦ Privileges, Access Levels and Security Roles
♦ Creating and managing Security Roles
♦ Auto Numbering and System Settings
♦ Installing MUI Language Packs
Settings & Configuration
♦ Business Management
♦ Sites, Sales Territories, Facilities and Resource Groups
♦ Working with Multi-Currency
♦ System Queues and Custom Queues
♦ Services and Business Closures
♦ Fiscal Year Settings and Quotas
♦ Subjects
♦ Connections
Data Management
♦ Duplication Detection Settings, Rules, and Jobs
♦ Bulk Record Deletion
♦ Data Maps and Imports
♦ Product Catalog
♦ Understanding the Product Catalog
♦ Unit Groups
♦ Adding Products
♦ Creating Price Lists
♦ Creating Discount Lists
♦ Using the Deployment Manager
♦ Redeploying Dynamics CRM
Basic and Advanced Customizations in MS Dynamics CRM
Entity Customization
♦ Basic Form Customizations
♦ Basic UI Customization Capabilities
♦ Form Customization – Working with Tabs, Sections, Fields, and IFrames
♦ Introduction to Application Event Programming
♦ Using Form and Field Events
MS CRM Entity Model
♦ Customization Concepts – Entity Types and Attributes
♦ Creating Custom Entities and Attributes
Relationships, Views and Advanced Views
♦ Types of Relationships
♦ Relationship Behaviors
♦ Creating Entity Relationships
♦ Entity Mapping
Views and Advanced Views
♦ Public, Personal and System Views
♦ View Customizations – Common Tasks
♦ Advanced Views Customizations
Form Scripting
♦ Client-side scripting using JavaScript
♦ Working with IFrames
Working with Web Resources
Report Wizard, Scheduling and Exporting Reports
Working with Dash Boards
Extending MS Dynamics CRM
Processes (Workflows & Dialogs)
♦ Overview of Workflow
♦ Creating Workflows steps through Workflow Designer
♦ Overview of Dialogs
♦ Creating Dialog Pages, Prompt and Response
♦ Working with Input Parameters in Dialogs
Ribbon Customizations
♦ Creating & Hiding Ribbon Elements
♦ Enabling & Disabling Ribbon Elements
Working with Site Maps
Introduction to Solutions
♦ Managed & Unmanaged Solutions
♦ Importing & Exporting Solutions
Advanced Client-Side Scripting
♦ Working with OData
♦ Working with REST
♦ Working with SOAP
CRM Web Services
♦ Introduction to Web Services
♦ Query Expression & Query Attribute
♦ Request & Response
Plugins
♦ The Event Execution Pipeline
♦ IPluginExecutionContext Interface
♦ Developing Plugins
♦ Deploying Plugins
♦ Debugging Plugins
Custom Workflows
♦ Developing Custom Workflow Activities
♦ Deploying Custom Workflow Activities
♦ Debugging Custom Workflow Activities.
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