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Microsoft Dynamics 365 Customer Engagement (CRM) Boot Camp

Our 5 day Microsoft Dynamics 365 Customer Engagement (CRM) Boot Camp offers you the most in depth coverage of CRM capabilities in Dynamics 365 available in the market today. We combine a mix of theory, practical hands-on exercises and labs to prepare you for success.

Course ID: QIX1101
Duration: 5 Days
Agenda: The class runs from 9:00am-5:00pm EST each day
Price: $3750.00. We offer discounts for groups of 3 or more. Contact us for details.
Format: Virtual Instructor Led (by Microsoft Certified Trainer)
Target Audience: This course is intended for sales managers, customer service managers, business analysts, CRM administrators, users in operational roles, key functional users, implementation consultants and any other roles in the organization who want to gain foundational knowledge of the applications functionality as well as configuration and customization capabilities

*Please Note: Classes will run only if a required enrollment number set by Qixas Academy has been met. If less than a prescribed minimum number of students have enrolled, the class will be rescheduled and students will be notified 7-10 days before the class start date.

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Course Outline

Core CRM

This section describes the techniques required to customize Microsoft Dynamics 365 to meet the specialized needs of businesses and produce a full configured, effective solution. Topics include:

  • Deployment Overview
  • CRM Online vs On-premise
  • Licensing Overview implications
  • Security
  • Application Usage - Navigation, Usage, Entity Structures, Business Process Flows
  • Product Catalog - Units, Products, Families
  • Office365 Integration (Word Template, Excel Template, OneNote and SharePoint Integration, Outlook Integration, Flow)
  • Security
  • Workflows (Business Process Flows, Workflow Engine, Microsoft Flow, CDS, CDM)
  • Customization and Configuration Best Practices and Methods

Customer Service

This section focuses on how an organization can nurture customer satisfaction through automation of business processes within CRM. You will be provided an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities including:

  • Customer Service Hub
  • Cases
  • SLA's, Entitlements
  • Queues
  • Knowledge Management.

Sales and Marketing

This course introduces the capabilities of sales and marketing in CRM that allow you to track and manage the sales process from potential to close. You will be provided with insight on sales process information, and be introduced to the tools available to analyze and report on sales information. Topics covered:

  • Lead to Opportunity Process
  • Sales Transactions
  • Opportunity to Cash Cycle
  • Reporting and Dashboards (Charts, Dashboards, PowerBI Integration)
  • Metrics and Goals
  • Mobility
  • Voice of the Customer
  • AI - Relationship Intelligence + Relationship Assistance
  • Adobe Marketing
  • Scheduling Engine
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