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Microsoft Dynamics CRM 2013: Applications Combo Training Courses


Bundle and Save when you purchase our two classes at the same time!

Customer Service in Microsoft Dynamics CRM 2013 and our Sales Management in Microsoft Dynamics CRM 2013

This 2-day package consists of the following Dynamics CRM 2013 courses:

Course 80545, focusing on how an organization can nurture customer satisfaction through automation of business processes within Microsoft Dynamics CRM 2013. This course provides an insight into all of the powerful Customer Service and Service Scheduling functionality capabilities within Microsoft Dynamics CRM 2013.

Course 80546 introduces the capabilities of Sales Management in Microsoft Dynamics CRM 2013 that allow you to track and manage the sales process from potential to close. This course provides insight on sales process information, and introduces the tools available to analyze and report on sales information.

Who Should Attend

This course is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2013 in their organization. The training is intended for sales and customer service representatives, administrators, office managers, CEOs, and consultants who want to learn the available sales and customer service features within Microsoft Dynamics CRM 2013.

Course Outlines


  1. Module 1: Introduction
    • Customer Scenarios
    • Customer Service Entities and Record Types
  2. Module 2: 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
  3. Module 3: Knowledge Base
    • Article Templates
    • Creating, Approving and Publishing Articles
    • Using and Searching the Knowledge Base
    • Cases and Knowledge Base Articles
    • Sending Knowledge Base Articles
    • Lab : Managing Knowledge Base Articles
    • Create, Submit, and Publish a Knowledge Base Article.
  4. Module 4: Queue Management
    • Queue Management
    • Lab : Create and Manage Queues
    • Create a New Public Queue for Incoming Questions
  5. Module 5: Contracts
    • Contracts and Contract Templates
    • Creating and Working with Contracts
    • Using Contracts with Cases
    • 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 a With the Case
    • Resolve the Case
  6. Module 6: Analysis, Reports and Goals
    • Customer Service Reports
    • Customer Service Charts and Dashboards
    • Customer Service Goals and Metrics
    • Lab : Goals and Goal Metrics
    • Modify a Goal Metric to Include in-Progress Cases
  7. Module 7: Service Scheduling
    • Service Scheduling Scenarios
    • Service Scheduling Terminology
    • Service Scheduling Process
    • Resources, Services and Selection Rules
    • Include Customer Preferences
    • Understand Sites and Same-Site Requirements
    • Manage Business Closures
    • Explain the Service Activity Scheduling Engine
    • Working with Service Activities and the Service Calendar
    • Close, Cancel, or Reschedule a Service Activity
    • Lab : Schedule a Service by Using a Same-Site Requirement


  1. Module 1: Introduction to Sales Management
    • Customer Scenarios
    • Basic Record Types
  2. Module 2: 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
    • Create a New Lead Record
    • Disqualify the Lead Record.
  3. Module 3: Working with Opportunity Records
    • Create Opportunities and Work with Opportunity Form
    • Changing Opportunity Status
    • Lab : Managing Sales Opportunities
  4. Module 4: Working with the Product Catalog
    • The Microsoft Dynamics CRM Product Catalog
    • Unit Groups
    • Adding and Maintaining Products
    • Creating, Maintaining and Using Price Lists
    • Currency Management
    • Creating a Price List
    • Lab : Managing Price List Items
    • Create a Test Opportunity Record, and Add 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 the Currency.
  5. Module 5: Sales Order Processing
    • Adding Line Items (Opportunity Products) to Opportunities
    • Quote Management
    • Working with Orders
    • Working with Invoices
    • Lab : Sales Order Process
  6. Module 6: Metrics and Goals
    • Configuring Goal Metrics
    • Configuring Fiscal Periods
    • Creating and Assigning Goal Records
    • Creating and Recalculating Parent and Child Goal Records
    • Creating a Rollup Query
    • Lab : Goal Management for Individuals
    • Implement a Goal Metric
  7. Module 7: 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 Dashboard 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.


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