MS Dynamics 365 CRM Functional Training

Sales Life Cycle

Convert Activity Records to Leads

• Qualifying and Disqualifying Leads

Work with Opportunity

• Create Opportunities and Manage Opportunity Forms and records

• Describe stages and steps in the opportunity process ribbon o Adding Line Items (Opportunity Products) to Opportunities

• Assign ownership of opportunity records to users or teams

Quote Management

• Create New Quotes

• Create a Quote from an Opportunity

• Activate and revise Quotes

Working with Order

• Create New Orders

• Convert a quote to an Order

Working with Invoices

• Create new invoices

• Convert an Order to an Invoice

Create, Maintain, and use Sales Literature

Create Unit Group and congure Unit

Adding and Maintaining Products

Price List and associate price list with Product

Create and Congure Discount List

Create a Product Family

Create Product and Product Bundle conguration

Overview of the service module

Create and maintain Case record

• Create a new case record

• Convert activity records to cases

• Create parent-child cases

• Merge cases, cancel, delete, resolve, and reactivate Cases

Routing Rules

• Create Routing Rules

• Apply routing rules to cases

Queue Management

• Create and maintain queues

• Private Queue & Public Queue

• Working with Queue Items

• Describe how case routing rules apply to queues

Working with SLA (Service Level Agreements)

• Type of SLA - Standard SLA & Enhanced SLA

• Using business scenario to implement SLA

Working with Entitlement

• Create an entitlement: From Template & from scratch

• Dene Entitlement Terms

• Associate entitlements to cases

• Associate Service Level Agreement (SLA) with Entitlement

• Using business scenario to implement Entitlement

Build reports with Report Wizard

Running Built-in Reports

Grouping, Sorting and Exporting Reports

WordPress Backups and solutions

View

• Create, congure, and share Personal View

• Create, congure, and publish System View

Charts

• Create, congure, and share Personal Chart

• Create, congure, and publish System Chart

Dashboard

• Create, congure, and share Personal Dashboard

• Create, congure, and publish System Dashboard

Create and Congure Business Rules

Enable business rules for forms

Overview of Business Process Flow

• Creating Business Process Flow with condition

Overview of Workow

• Creating Workows through Workow Designer

Duplication Detection Settings and Rules

Bulk Record Deletion

Data Maps and Date Imports

Email server creation

Mailbox enable and test

Overview of Field Service in Dynamics 365

Work Order Management

Resource Scheduling and Schedule Board

Service Tasks and Products

Inventory Overview

Introduction to Marketing in Dynamics 365

Creating Segments and Marketing Emails

Setting Up Customer Journeys

Event Management (Basic Overview)

Lead Scoring (Intro Only)

Introduction to Power Automate

Creating Automated Flows for CRM

Common Flow Examples (Notifications, Record Updates)

Approval Flows

Monitoring and Error Handling (Basic)