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
9

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.
15

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
27

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.
28

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

Dynamics CRM Developers Group Hyderabad. 31

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
36

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
37

Questions?
38

Getting started with Microsoft dynamics crm 2016

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