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1. By Arrowsol Technologies

2.  Microsoft Dynamics CRM product is customer
relationship management software released
by Microsoft.
 The CRM software is user friendly and it helps
in improving the client customer relationship.
 It is having two modules:
 CRM Functional
 CRM Technical

3.  Deploy a CRM Software that adapts to any or all
of your business processes. One can access the
data in the CRM using a web browser, outlook or
tablet.
 User interfaces can be personalized according to
the preferences and job roles of the colleagues.
 Gain timely business insight through real-time
CRM reports & dashboards.
 The processing costs can be reduced and the
efficiency will be increased.
 Customers can be retained and the sales drive
can be improved.

4.  One can easily integrate the software with the
outlook.
 CRM with in cloud.
 Easily adopts to fit your business.
 Efficiency of reporting can be improved.
 Receive CRM updates to improve the efficincy
of the software.

6.  MSCRM Basics
MSCRM Introduction
MSCRM Architecture, Layers and Technology
MSCRM Basic Navigations
Accounts, Contacts , Activities
 Sales & Marketing Management
Lead Management
Opportunity Management
Product Management
Campaign Management
Marketing List Management
Quotes, Order, Invoice Management
Competitors and Goal Management
Sales Literature and Marketing Materials

7.  Service Management
Case Management
Service Management
Contract Management
Knowledge Base Article Management
 Business Management
Fiscal Year, Business Closures
Goal Metrics
Facilities and Equipment’s
Queue management (Configuring
POP3, SMTP, Gmail)
Resource Group
Quota, Sales Territories, Site Management
Subjects, Connection & Relationship Roles.

8.  Administration
System Settings, Server Settings
Business Unit, Security Roles creations.
Field Security Profiles
Team, User Creation
Access and Privileges
Auto Numbering, Languages Settings
 Database Management
Data Imports
Data Maps
Templates of Data Imports
Duplicate Detection Settings, Rules, Jobs
Bulk Deletion

9.  Customization& Solutions
Customization of System Entity, Custom Entity
Entity Creation, Attribute Creations
Form Creation, Section, Tabs, I frames,
Relationship (1:N, N:1, N:N)
Views creation
Templates creation (Email, Contract, KB)
Understanding Solutions
Import & Export Customization
 Document Management
Document Management
Share point Document Locations
Components Management
 Report Management
Dashboard Creations
Customizing Reports

10.  Import and Exports of Reports
 Customizing RDL files with Business Intelligence
Studio (Basic)
 Goal Management
Goal Audit Settings
Entity and Field Audit Settings
Audit Log Management
Audit Summary
 Workflow Creations
Process Creations
Process Triggers, Loops, Branch, Chain
Process Export, Import and Publish
Workflow Rules

11.  Course Snapshots
 Marketing Automation in Microsoft Dynamics CRM 2011(80290A)
 Module 1: Introduction
Benefits of Closed Loop Marketing
Creating and Using Marketing Lists
Marketing Campaigns and Quick Campaigns
Quick Campaigns
Introduction to Marketing Campaigns
Creating a Marketing Campaign
Creating and Using Campaign Templates
Importing Leads
 Module 2: Implementing and Managing Marketing Campaigns
Campaigns, Campaign Activities and Marketing Lists
Creating and Using Email Templates
Sales Literature, Products and Price Lists
Distributing Campaign Activities
Capturing and Viewing Campaign Responses
Working with Campaign Responses

12.  Module 3: Analysis, Reporting and Goals
Analyzing Marketing Information with
Lists, Views and Charts
Working with Reports
Creating and Managing Marketing Goals
Creating Charts
Customizing and Working with Dashboards
Sales Management in Microsoft Dynamics
CRM 2011 (80291A)

13.  Module 1: Introduction
Overview of the Sales Process in Microsoft
Dynamics CRM
Core Records in the Sales Process
Tracking Competitors and Managing Sales
Literature
Working with Leads
Working with Opportunities
Sales Processes, Workflows and Dialogs
 Module 2: Working with the Product Catalog
The Product Catalog and the Sales Process
Unit Groups
Adding and Maintaining Products
Creating, Maintaining and Using Price Lists

14.  Module 3: Sales Order Processing
The Microsoft Dynamics CRM Sales Order Process
Opportunities, Quotes, and the Sales Process
Working with Orders
Working with Invoices
 Module 4: Analysis, Reporting and Goals
Analyzing Sales Information with Lists, Views and
Charts
Working with Reports
Exporting Sales Information to Microsoft Office
Excel
Creating and Managing Sales Goals
Creating Charts
Dashboards

15.  Service Management in Microsoft Dynamics CRM
2011(80292A)
 Module 1: Introduction
Getting Started with Service Management
Cases and the Service Management Process
Queues and Contracts in Service Management
Working with Cases in the Case Grid
 Module 2: Working with Cases and Contracts
Creating Case Records
Working with Cases
Contracts and Contract Templates
Creating and Working with Contracts
Using Contracts with Cases

16.  Module 3: Using the Knowledge Base
Article Templates
Creating, Approving and Publishing Articles
Using and Searching the Knowledge Base
Cases and Knowledge Base Articles
 Module 4: Working with Teams and Queues
Introduction to Teams
Introduction to Queues
Creating and Managing Queues
Working with Queues and Queue Items
Using Workflows with Queues
 Module 5: Analysis, Reporting and Goals
Service Management Reports
Service Management Charts and Dashboards
Goal Management for Service
Service Scheduling in Microsoft Dynamics CRM 2011 (80293A)

17.  Module 1: Introduction
Service Scheduling Overview
Service Scheduling Scenarios
Service Scheduling Process
Working with Service Activities and the Service
Calendar
Closing, Canceling, or Rescheduling a Service Activity
Using Charts and Reports to Analyze Service Activities
 Module 2: Advanced Topics
Understanding the Service Activity Scheduling Engine
Resources, Services and Selection Rules
Incorporating Customer Preferences
Resource and Service Capacity Requirements
Understanding Sites and Same-Site Requirements

18.  Microsoft Dynamics CRM 2011 Customization and
Configuration (80294A)
 Module 1: Business Units and Security Roles
Business Units
Managing Business Units
Security Features
 Module 2: Configuring Users and Teams
User Management Overview
Adding and Maintaining User Accounts
Team Configuration
 Module 3: Customizing Microsoft Dynamics CRM Overview
Customization Methodology
Who can Customize Microsoft Dynamics CRM?
Types of Customizations
Types of Customizations – Solutions

19.  Module 4: Customizing Fields
Customization Concepts
Field Data Types
Field Properties
Creating Fields
Creating Option Sets
 Module 5: Customizing Entities
Entity Concepts
Modifying Custom Entities
 Module 6: Customizing Relationships and Mappings
Types of Entity Relationships
Creating Entity Relationships
Entity Mapping

20.  Module 7: Customizing Forms, Views and
Charts
Basic UI Customization Capabilities
View Customization Overview
Charts
Form Customization Overview
Other Form Objects
Creating New Forms
 Module 8: Configuring Field Security
Field Security Scope
Field Security and Other Security Methods

21.  Module 9: Configuring Auditing
Enabling Auditing
Viewing Audit Data
Managing Audit Partitions
 Module 10: Configuring Solutions
solutions Review
Exporting and Importing Unmanaged
Solutions
Exporting and Importing Managed Solutions

22.  For MSD CRM Online Training or corporate
training or classroom training, please visit
http://arrowsoltraining.com/microsoft-
dynamics-crm/
 For an intensive training at the best price in
market contact us at,
USA: +1 305 848 5248
IND: +91 924 634 7683
MAIL: info@arrowsoltraining.com