Microsoft Dynamics CRM 2016 & CRM Online Training and Introduction Agenda – Recommendations and Suggestions

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