CRM Training
Introduction to CRM
Get an overview of Customer Relationship Management (CRM), its purpose, benefits, and how it helps organizations manage customer interactions and data throughout the customer lifecycle.
CRM Systems and Technologies
Explore various CRM systems and technologies. Study different types of CRM solutions (e.g., operational, analytical, collaborative), their features, and how to choose the right system for your organization.
CRM Implementation
Learn about the CRM implementation process. Study the steps involved in deploying a CRM system, including planning, customization, data migration, and user training to ensure a successful rollout.
Data Management and Integration
Understand data management and integration in CRM systems. Learn how to manage customer data, ensure data quality, and integrate CRM with other business systems (e.g., ERP, marketing automation).
Sales Force Automation
Discover sales force automation (SFA) features in CRM systems. Study how to automate sales processes, track opportunities, manage leads, and improve sales team efficiency and effectiveness.
Marketing Automation
Explore marketing automation tools and strategies within CRM systems. Learn how to create and manage marketing campaigns, track customer interactions, and analyze marketing performance to drive engagement.
Customer Service and Support
Study customer service and support functionalities in CRM. Learn how to handle customer inquiries, manage service requests, and utilize CRM tools to enhance customer support and satisfaction.
Analytics and Reporting
Understand CRM analytics and reporting capabilities. Learn how to generate reports, analyze customer data, and use CRM insights to make informed business decisions and improve customer relationships.
Mobile CRM
Explore mobile CRM solutions and their benefits. Study how to access CRM data and perform tasks on mobile devices, enabling sales and service teams to stay productive and connected while on the go.
CRM Best Practices
Learn best practices for CRM implementation and usage. Study strategies for ensuring user adoption, maintaining data accuracy, and continuously improving CRM processes to maximize return on investment.
Case Studies and Practical Exercises
Engage in case studies and practical exercises to apply CRM concepts. Practice using CRM systems, solving real-world problems, and implementing strategies in various scenarios to gain hands-on experience.
Future Trends in CRM
Explore emerging trends and technologies in CRM. Learn about advancements such as artificial intelligence, machine learning, and advanced analytics, and how they are shaping the future of customer relationship management.
CRM syllabus
Module 1: Overview and Planning
- Lessons
- Overview
- Server Setup
- Domain Accounts
- Planning
- Architecture
- Planning Hardware and Software
- RAID Subsystem
- Disaster Recovery
- Staff Skills Review
- Naming Convention
- Components
Module 2: Installation
- Setup Utility
- Install an Environment
- Perform a Single-Computer Installation
- Configuration Utilities
- Install Microsoft Dynamics CRM AX in Silent Mode
- Office Add-Ins
- Initialization Checklist
Module 3: Managing Users and Security
- Security Overview
- Authentication
- Adding Users
- Adding Active Directory Groups
- Role Based Security
- Extensible Data Security Framework
- Customizing Security
Module 4: Services
- Services Overview
- Administration
- Integration and Planning
- Infrastructure and Deployment
- Troubleshoot and Monitor Services
- Security
Module 5: Workflow
- General Features
- Architecture
- Create a Workflow
- Graphical Workflow Editor
- Configure an Approval Element
- Configure Decisions
- Configure a Parallel Activity
- Configure a Sub Workflow
- Configure Line-Item Workflows
- Configure Tasks
- Completing a Workflow Configuration
- Workflow Types
- Administration
- Inquiries and Reports
Module 6: Analytics
- Cube Overview
- Installation and Deployment
- Configuration
- Security
Module 7: Reporting
- Overview
- Planning Considerations for Reporting
- Batch Support
- Installation and Deployment
- Configure Report Servers
- Security Considerations
Module 8: Enterprise Portal
- About Enterprise Portal
- Installation
- Security and Authentication
- Deployment
- Configuration and Administration
Module 9: Administration
- Model Management
- System Monitoring
- System Administration
- Set Up and Manage Emails
- Set Up and Manage Batch Processing
- Set Up and Manage Alerts
Module 10: Organization Model
- About Organizations and Organizational Hierarchies
- Plan the Organizational Hierarchy
- Working with Legal Entities
- Working with Operational Units
- Working with Organizational Hierarchies
- Organization Hierarchy Examples
Microsoft Dynamics CRM AX Technical [D365] Course Syllabus
Module 1: Introduction
- Architecture
- Comparison D365 vs AX 2012 vs AX 2009
- The Cloud Model - Pros and Cons
- Introduction to Azure
- 3-Tier vs N-Tier Architecture
- Licensing Model
Module 2: Application Explorer
- Model Management
- Packages
- Introduction to LCS
- Code Migration
- D365 Setup and Server Architecture
Module 3: D365 Menu in VS
- Classic View vs Model View
- Data Types
- Primitive
- Base Enum
- Extended Data Types
Module 4: Data Model
- Tables
- Views
- Queries
- Basic Data Entities
- Composite Data Entities
- Aggregate Data Entities
- Maps
- Table Collections
Module 5: Code
- OOP’s and Classes in D365
- Runnable Classes
- New Keywords and D365 Way of Handling Classes
- Exception Handling in D365
- Macros
Module 6: User Interface
- Forms
- Form Patterns in D365
- Tiles
- Menus
- Menu Items
Module 7: Reporting in Dynamics 365
- SSRS Reports
- Power BI Integration
- Label Handling in D365
- Workflows in D365
- Configuration Keys
- References
Module 8: XDS and Security Model in D365
- Roles
- Duties
- Privileges
- Permissions
Module 9: Customization in D365
- Extensions
- Over Layering vs Extensions
- Base Enum Extensions
- Extended Data Type Extensions
- Table Extensions
- Query Extensions
- Views Extensions
- Data Entity Extensions
- Class Extensions
- Delegates
- Event Handling
- Chain of Command
- Form Extensions
- Menu Item Extensions
- Menu Extensions
- Security Extensions
Module 10: Services
- OData Services
- Compare Tool
- Deployment Model
- Moving Customization to Production
- Upgrade from AX 2012 to D365
- Using Trace Parser in D365
- Task Recording
Training
Basic Level Training
Duration : 1 Month
Advanced Level Training
Duration : 1 Month
Project Level Training
Duration : 1 Month
Total Training Period
Duration : 3 Months
Course Mode :
Available Online / Offline
Course Fees :
Please contact the office for details