Microsoft Dynamics CRM 2016 Customization & Configuration

محتوا و سرفصل دوره Microsoft Dynamics CRM 2016 Customization & Configuration



پیشنیاز دوره: آشنایی باویندوز و Office 


هدف دوره:

اهداف این دوره به دو بخش کاربری و راهبری تقسیم بندی میشود.اهداف بخش کاربری به شرح زیر است:
آشنایی با مبانی مدیریت ارتباط با مشتری CRM. 
آشنایی با نحوه ی ایجاد و مدیریت بانک اطلاعاتی مشتریان(مشتریان حقیقی و حقوقی در سازمان ها).
آشنایی با مدیریت فعالیت ها در نرم افزار MS CRM فعالیت های روزانه ای که کاربران سیستم CRM انجام می دهند.
آموزش استفاده از نرم افزار در فرایندهای بازاریابی، فروش و خدمات پس از فروش( فرایند پیش از فروش که مباحث مربوط به بازاریابی و ابزارهای مربوط به آن می باشد، فرایند فروش و خدماتی  که بعد از فروش محصولات انجام می شود).
آشنایی با روش های مختلف گزارش گیری و داشبورد سازی در نرم افزار( ایجاد داشبورد های فروش و خدمات و بازاریابی و داشبوردهای مختلف با استفاده از ابزار داشبوردسازی CRM. 

اهداف بخش راهبری:
آشنایی با مراحل نصب و پیکربندی (نصب پیش نیازهای مربوط وب سرور و اکتیو دایرکتوری و نرم افزار)
آشنایی با مدیریت کاربران و مجوزهای امنیتی ( ایجاد ویرایش و غیرفعال کردن کاربران، ایجاد و حذف و ویرایش دسترسی های کاربران، ایجاد واحدهای تجاری و پیاده سازی چارت سازمانی)
آشنایی با تنظیمات بخش های مختلف نرم افزار
آشنایی با نحوه سفارشی سازی نرم افزار(ساخت موجودیت های سفارشی و ایجاد فرم های مختلف برای ورود اطلاعات)
آشنایی با تعریف و طراحی فرایندها

سرفصل بخش کاربری ( 29 ساعت ) دوره:

Sales Management Details 

 Microsoft Dynamics CRM Concepts

  -Microsoft Dynamics CRM functionality
  -Microsoft Dynamics CRM clients  
  -Microsoft Dynamics CRM records  
  -Application navigation

Working with the Application

  -Customer records  
  -Addresses
  -Personal options 

Introduction to Sales Management  

   -Customer Scenarios  
   -Basic Record Types 

Lead Management

   -Lead to Opportunity Process Form and Process Ribbon
   -Convert Activity Records to Leads
   -Qualifying and Disqualifying Leads
   - Create, Maintain, and Use Sales Literature
   - Create, Maintain, and Use Competitors

Lab: Create and Disqualify a Lead

Working with Opportunity Records

   -Create Opportunities and Work with Opportunity Form

   -Changing Opportunity Status

Managing Sales Opportunities

   -Create, work with, close, and reopen Opportunity records

   -Describe the different statuses of an Opportunity

   -Use the assign functionality in Microsoft in Dynamics to assign Opportunities to other users

   -Manage Opportunities from system views

Working with Product Catalog

   - The Microsoft Dynamics CRM Product Catalog 

   -Unit Groups

   -Adding and Maintaining Producs

  -Creating, Maintaining and Using Price Lists

  -Currency Management

  -Creating a Price List

Lab:Managing the Product catalog

  -Create Currency
  -Create a Unit Group associated with the Currency
  -Create a Product
  -Create a Price List and Price List Item Tied to Currency

Sales Order Processing

  -Adding Line Items (Opportunity Products) to Opportunities
  -Quote Management
  -Working with Orders
  -Working with Orders
  -Working with Invoices

Lab:Sales Order Process

Metrics and Goals

  -Configuring Goal Metrics

  -Configuring Fiscal Periods

  -Creating and Assigning Goal Records

 -Creating and Recalculating Parent Child Goal Records

Lab: Goal Management for Individuals

  -Implement a Goal Metric

Sales Analysis

 -Running Built-in Reports

 -Exporting Sales Information to Excel

 -Working with Charts and Dashboards

 -Working with System Charts from the Opportunity List

 -Working with Dashboards

 -Create a New Dashboards in the Workplace

 -Sharing DASHBOARDS, Charts and Advanced Find Queries

Lab: Create a New Personal,Sales Dashboard -Create an advanced find query-Create a chart

 -Create a dashboard, and add the advanced find query and chart to it

 -Share the dashboard

NEW IN CRM 2016 SALES AND MARKETING

  -Use of pre-formatted Excel templates to quickly create Excel documents directly from CRM

  -One click generation of documents from CRM using role  based pre-defined Word templates

  -New CRM app for Outlook included expand support to include Firefox, Safari for Mac and Outlook for Mac

Service Management details 

Introduction to Services Management

  -Customer Scenarios

  -Customer services Entities and record Types 

Cases

  -Creating Case Records

  -Understanding the Process Ribbon and Menu Options

  -Case Resolution, Canceling and Deleting

  -Assigning Case Records

  -Other Actions on Cases From Forms and Views

  -Working with the Subject Tree

  -Working with the Case List and Views

Lab:Case Resolution Processing

  -Create a case

  -Associate a phone call with the case

  -Resolve the case

Knowledge Base

  -Article Templates

  -Creating, Approving and Publishing Articles

  -Using and Searching the  Knowledge Base

  -Case and Knowledge Base Articles

Lab: Managing Knowledge Base Articles

  -Create, Submit, and Publish a Knowledge Base Article

Queue Management

Lab:Create and Manage Queues

  -Create a New Public Queue for Information Questions

Contracts

  -Contracts and Contract Templates

  -Creation and Working with Contracts

Lab:Resolving a Case with a Contract

  -Create a Contract Template

  -Create a Contract Using a Contract Template

  -Open a Case and associate a Contract

  -Create and Close an Appointment Activity with the Case

  -Resolve the Case

Analysis, Reports and Goals

  -Customer Services Reports

  -Customer Service Charts and Dashboards

  -Customer Services Goals and Metrics

Lab:Goals and Metrics

  -Modify a Goal Metric to Include in-Progress Case

Service Scheduling

  -Services Scheduling Scenarios

  -Services Scheduling Terminology

  -Resources, Services and Selection Rules

  -Include Customer Preferences

   -Understand Site and Same-Site Requirements

  -Manage Business Closures

  -Explain the Service Activity Scheduling Engine

  -Working with Services Activities and the Service Calender

  - Close, Cancel, or Reschedule a Service Activity

Lab:Schedule a Service by Using a Same-Site Requirement

  -Create a Service Activity based on a Same-Site Requirement Service

New in CRM 2016 Services

-  New interactive service hub dashboards and forms help you prioritize workloads  

  -Use of pre-formatted Excel templates to quickly create Excel documents directly from CRM

  -One click easy generation of documents from CRM using role based pre-defined Word templates

سرفصل بخش راهبری دوره:(35 ساعت):

Microsoft Dynamics CRM 2016 Customization & Configuration 

Microsoft Dynamics CRM Administration

  -System Settings 

  -Auto-Numbering

  -Announcements

  -Other Administration Areas

Microsoft Dynamics CRM Security Module

  -Security Model Overview 

  -Understanding Business Units

  -Create & Manage Security Roles

  -Understanding Security Privileges 

  -Security Access Levels 

  -Create & Manage Users & Teams

  -Privileges & Access Levels Walk-through

  -Understanding Hierarchy Securities   

Microsoft Dynamics CRM Solutions Management

-  Introduction to Solutions 

  -Creating Publishers 

  -Creating & Managing Solutions 

  -Export A Solution

  -Import A Solution 

Microsoft Dynamics CRM Entity Customizations

-  Introduction to Entity Customizations 

  -Entity Types & Ownership 

  -Create and Manage Entities 

  -Additional Information About Entities 

  -Create Activity Entities 

Microsoft Dynamics CRM Fields Customizations

  -Introduction to CRM Fields 

  -Types of Fields 

  -Create And Manage Fields 

  -(Single Line of Text (Leave Reason 

  -(Option Sets (Type of Leave

  -(Two Options (Have Leave Remaining

  -(Image (Employee Image

  -(Whole Number (Number of Days

  -(Floating Point Number (Employee Basic Pay 

  -(Currency (Payment Currency 

  -(Multiple Line of Text (Detailed Explanation of Leave 

  -(Date and Time (From Date & To Date

  -(Lookup (Substitute - Use

  -(Customer Field (Emergency Contact Person

  -Field Level Security 

  -Status & Status Reasons 

 Microsoft Dynamics CRM Forms Customizations

  -Introduction to CRM Forms 

  -Types of Forms 

  -Customize A Form

  -Form Structure Components

  -Create A Quick Create Forms 

  -Create A Quick View Form 

  -Create A Mobile Express Form

  -Working With Multiple Forms

Microsoft Dynamics CRM Relationships Management

  -Introduction to Relationships

  -Types of Relationships 

  -Create One-to-Many Relationship 

  -Create Many-to-One Relationship 

  -Create Many-to-Many Relationship 

  -Understanding Relationships Behavior

  -Mapping Relationship Fields 

Microsoft Dynamics CRM Views Customizations

  -Introduction to CRM Views 

 -Types of Views 

  -Customize A View

  -Create A Public View 

  -Create A Personal View 

  -Other System View Types 

Microsoft Dynamics CRM Business Rules

-  Introduction to Business Rules

   -Business Rules Scope

  -Create & Test A Business Rule

  -If Else Condition In A Business Rule 

  -Other Actions In A Business Rule

Microsoft Dynamics CRM Business Process Flows

-  Introduction to Business Process Flows 

  -Enabling Business Process Flows 

  -Creating A Business Process Flow

  -Conditions & Branching In A Business Process Flow 

Microsoft Dynamics CRM Workflows & Dialogs

-  Introduction to Workflows & Dialogs 

  -Create A Workflow 

  -Create A Dialog 

Microsoft Dynamics CRM Charts

-  Introduction to Charts 

  -Create A System Chart 

  -Create A Personal Chart

  -Export & Import A Chart 

Microsoft Dynamics CRM Dashboards

-  Introduction to Dashboards 

  -Create A System Dashboard 

  -Create A Personal Dashboard