I have recently been asked by one of my clients to take them through a walkthrough / high level training / demo of Microsoft Dynamics CRM Online (also applies to Dynamics CRM 2016). The audience is a collection of Client senior leadership, programme leadership and various business stakeholders.
I decided to limit handouts to a single A4 Agenda which lists in a chronological order Dynamics CRM modules, features and functionalities to be covered along with Dynamics CRM navigation, layout and capabilities such as search, filtering, sorting, menu bars, etc.
I then thought I’ll share this suggested agenda list with my blog followers to help everyone out if they are looking for a recommended agenda for Dynamics CRM Introduction or basic Microsoft CRM training. It is certainly not an exhaustive list of all agenda items that you could cover and the scope & flow may also need to change from one client to the other. This agenda, however, seemed sensible for my client needs and requirements.
The agenda is available as an a downloadable PDF file at the bottom of the post below or you can simply copy and paste it from the following list.
Here comes the agenda – Hope this helps:
Concepts:
- Entity (DB table)
- Record (DB row)
- Relationships between entities
- Modules: Sales, Marketing & Service
- New: Field Services & Project Services
Walkthrough:
- Navigation – Application Top Menu bar
- Recent items
- Quick Create
- Global Search
- Advanced Find / Search
- Personal Options (top application menu)
- Views: System & Personal -(e.g. active contacts)
- Open record vs Link/Relationship
- Select record or multiple records
- View top menu (full record vs quick create)
- View Selector (System vs Personal)
- Set Default Personal View
- No. of records displayed in view: 25 -250
- Search within View (Quick find)*
- Search wildcard (within current view only)
- Search by related records (parent account)
- View charts (right side of view)
- Filtering & Custom Filters*
- Sorting & double sort columns
- View Jump to Letter (Bottom navigation)
- Bulk Edit multiple records
- View Data Refresh
- Forms (Multiple) & Records– (e.g.: contact form)
- Form Selector
- Record top menu bar
- Navigate to next/Prev record & pop out
- Ownership (User vs Team vs Org)
- Assign to me/another
- Social Pane: Posts, Notes & Activities
- Map (OOB – e.g. contact)
- Lookup, Option set & Composite (name)
- Click through to email & dial out (Skype)
- Saving: shortcut, icon or navigation
- Advanced Find queries & views
- Charts & Dashboards
- System vs Personal
- E.g. chart: Account by City
- Business Process Flows
- Activities: Type of entity
- System vs custom
- Filtering
- Queues:
- Routing
- Work On
- Assignment
- Reporting:
- Advanced Find
- Report Wizard
- SSRS
- Help Content/ Learning Path
- Connections (Networking / non-hierarchical)
- Connection roles
- Case Management
- Other Dynamics CRM features & capabilities:
- Administration
- Security, Roles, Users, Teams & Bus
- Processes: WFs, BPF, dialog & actions
- Templates
- Product Catalog / catalogue
- Data Management & Duplicate detection
- Service management
- Business Management
- Solutions: managed vs unmanaged, patching
- Other Topics / Future sessions:
- Outlook Client (x2) & filtering
- Mobility: Mobile & Tablet apps
- Document Management (OOB)
- Social Engagement
- MS Dynamics Marketing
- Entitlements & SLAs
- Activity Feeds
- Interactive Service Hub
- ADX Portals
- Feedback/Customer Voice
- Sales Gamification
- Marketplace & AppSource
- Dynamics 365 vs Office 365
Recap on Search:
- Global Search
- Advanced Find
- Search within View (Quick Find)
- Filtering within Views
Recap on Reports:
- Advanced Find
- Report Wizard
- Dashboards & Charts
- SSRS