Getting started with Microsoft dynamics crm 2016

Dynamics CRM Developers Group Hyderabad.


Contents What is CRM? Intro to Microsoft Dynamics CRM Microsoft Dynamics Stack History of Dynamics CRM Basic CRM Terminologies Basic Modules in Dynamics CRM New Features in Dynamics CRM 2016 Certification path for Dynamics CRM


What is Customer Relationship Management?●CRM refers to the practices, strategies and technologies that

organizations use to manage and analyse customer interactions throughout the customer lifecycle.

●As the name implies CRM is all about improving an organization's’ relationship with its customers, and driving more sales.



Introduction to Dynamics CRM An Online customer

relationship management tool from Microsoft.

You can keep track of all customer interactions.

Perform Marketing, Sales and Service Operations.

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Features of Dynamics CRM●Easy to Use. Easy to Navigate. Microsoft Office like User Interface.●Can access from Online, Tablets and Mobile devices.●It is the part of Microsoft’s Dynamics family.●Developed based on .Net Framework.●Extendible using Inbuilt features as well as C#.Net and Jscript.●Social CRM features are included along with 2015 release.


Microsoft Dynamics StackMicrosoft Dynamics CRM is the CRM solution from Microsoft.

Microsoft Dynamics ERP comprises following ERP applications: Microsoft Dynamics AX (formerly Axapta) Microsoft Dynamics GP (formerly Great Plains Software) - Microsoft Dynamics NAV (formerly Navision) - Microsoft Dynamics SL (formerly Solomon IV) - management

software Microsoft Dynamics C5 (formerly Concorde C5)


History Dynamics CRMiCommunicate.NET was the Predecessor of Dynamics CRM Microsoft CRM 1.0 - January 2003. Microsoft CRM 1.2 - December 8, 2003 Microsoft Dynamics CRM 3.0 - aka Titan - December 5, 2005. Microsoft Dynamics CRM 4.0 - December 2007. Microsoft Dynamics CRM 2011 - February 2011 Microsoft Dynamics CRM 2013 -November 2013. Microsoft Dynamics CRM 2015 - September 2014. Microsoft Dynamics CRM 2016 - December 2015.


Dynamics CRM Clients Web Browsers Mobile Devices Outlook

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Deployment Models CRM On Premise - Active Directory. CRM Online - Passport Authentication Partner Hosted


Elements of Dynamics CRM Application Sales Marketing Service Contact Management Workflows Reporting Collaboration

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Modules of Dynamics CRM Sales Marketing Service Social Settings


Sales Management in Dynamics CRM Microsoft Dynamics CRM is designed to support the sales process

from acquiring new leads through the close of sale. Customer Management: Account and Contacts Lead Management Opportunity Management Advanced Order Processing: Quotes, Orders and Invoices. Product Catalog


Sales Life Cycle in Dynamics CRM Create Leads. Qualify Leads Convert To Opportunity. Create Quotes Create Orders Generate Invoices.

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Marketing Management Manage all your marketing activities from a single place and track the ROI from your marketing efforts. Campaign Management - planning till execution Marketing lists and Customer segmentation Converting Campaign responses Analytics and reporting Marketing/sales collaboration tools


Marketing Life Cycle Planning & Budgeting Creating Marketing lists. Creating Marketing

Campaigns Executing Campaigns Tracking Campaign

Responses


Service Management and Scheduling Allows you to manage and track customer service activity in your

organization. The customer service functionality is broken down into two main

function sets: service management and service scheduling.

Case and Incident Management Knowledge Base Management Service Scheduling Incident routing and queuing Product and contract management service reporting and analytics


Case Management Create New Case Assign to a SR or Queue Resolve the Case Reactivate the Case Reassign to right SR. Resolve the Case.



Basic CRM Terminology Accounts Contacts Leads Opportunities Product Catalog Campaigns Marketing Lists Cases Contracts Service Level Agreements


Dynamics CRM Application Components Entities and Records Activities Business Process Flows(BPFs) Forms and Sub-grids Views and Charts Dashboards Processes Reports

Dynamics CRM Developers Group Hyderabad. 23


Application Navigation


Walk through Dynamics CRM Application Command Bar Based Navigation Work Area /Modules Section Advanced Find and Quick Search Most Recently Used Quick Create Dashboards Views, Reports and Charts.



New Features in Dynamics CRM 2016 Interactive Service Hub

Case Enhancements One click document generation Document Associated View Knowledge Management Capabilities One Drive for business

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Interactive Service Hub An entirely new interface

for service desk agents. Display more interactive

Dashboards and Forms. Accessible using a

different url than CRM url.

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One Click Document GenerationAllows to quickly generate documents from CRM Data.

Create Templates and later use them for doc generations.

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One Drive for business Store private documents

using the new OneDrive for Business option

You can store upto 1 TB or more with OneDrive Business

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Dynamics CRM Developers Group Hyderabad. 31


Opportunities In the Market Dynamics CRM is a hot skill in the job market today. A 3-5 years experienced CRM Developer can get a package of is

$80,000 – to $120,000 / year in the US Market. In UK the median salary of CRM developers is 45,000 GBP/ year while

CRM Admins can get 36,000 GBP/ year.

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Dynamics CRM Job Roles Functional Consultants Technical Consultants CRM Admins Business Analysts CRM Quality Analysts/Testers Techno-functional Consultants

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Dynamics CRM 2016 CertificationsMB2-710: Microsoft Dynamics CRM 2016 Online Deployment

MB2-711: Microsoft Dynamics CRM 2016 Installation

MB2-712: Microsoft Dynamics CRM 2016 Customization and Configuration

MB2-713: Microsoft Dynamics CRM 2016 Sales

MB2-714: Microsoft Dynamics CRM 2016 Customer Service

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Dynamics CRM 2015 Certifications MB2-704: Microsoft Dynamics CRM Application

MB2-706: Microsoft Dynamics CRM Online Deployment

MB2-707: Microsoft Dynamics CRM Customisation and Configuration

MB2-708: Microsoft Dynamics CRM Installation

MB2-709: Microsoft Dynamics Marketing

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Dynamics CRM 2013 Certifications MB2-700: Microsoft Dynamics CRM 2013 Applications

MB2-701: Extending Microsoft Dynamics CRM 2013

MB2-702: Microsoft Dynamics CRM 2013 Deployment

MB2-703: Microsoft Dynamics CRM 2013 Customisation and Configuration

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Questions?

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Technology

Getting started with Microsoft dynamics crm 2016