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 Stack
Microsoft 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 CRM
iCommunicate.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 Generation
Allows to quickly generate
documents from CRM Data.
Create Templates and later
use them for doc generations.
29

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
30

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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
33

Dynamics CRM 2016 Certifications
MB2-710: 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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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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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?
38

Getting started with Microsoft dynamics crm 2016

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