Peter was a pioneer in the Client Issue Management project based on MS Dynamics that we initiated mid 2008. He has progressed from the role of the lead IT Consultant leading a team of about 4-6 from Fujitsu Services to eventually taking on the overall Project Management of the project. The project is one of the most successful projects at the Bank which reached a user base of 3000 users in just over a year. He had liaised with both the IT technologists at the Bank from different areas as well as the varied user groups. A truly consummate professional.
CRM 2016 - new features
Classroom course dates · 1 day prices exclude VAT
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Is this the right course for you?
Microsoft Dynamics CRM 2016 is a fast moving software platform. In 2016 there was a series of highly significant additions to the stack. This course provides CRM consultants, sales teams and project managers with a day spent understanding the changes and what they mean for customer solutions.
When is this course most useful?
This course is most useful during these Sure Step phases:
This course is most useful for CRM sales, functional consultants and project managers.
Course overviewPrint this overview
Module 1: The CRM online stack - a review of recent acquisitions and integrations
Microsoft Dynamics CRM online has been dramatically extended in the last few years. Some additions and changes have simply been missed by teams and consultants. This session intends to make sure everyone has at least a reference to the significant changes.
Additional platforms added by Microsoft
Key Office 365 integrations
Additional solutions now available as standard
After completing this module, students will be able to:
Identify additional platforms available from Microsoft
Identify Office 365 components available to integrate with
Identify and locate Microsoft Dynamics CRM
Identify which components are exclusive to CRM online
Module 2: The Office 365 add-ons
Office 365 offers CRM a whole suite of collaborative tools in addition to being the home of Dynamics CRM online. It's important to know what options are available when considering extending or building a Dynamics CRM solution.
Sharepoint - a reminder
Office Groups integration
The new Outlook app
Module 3: Project Services
Project Services is a major addition to CRM and Microsoft expects that this core functionality will not provide clients with a new set of valuable functions that will make CRM a must be considered platform for PSA providers.
Setting up and configuring Project Services
Understanding the product catalog and pricing model
Understanding the Sales Process and Projects
Planning a Project
Resourcing a Project
Module 3: Field Services
Microsoft purchased FieldOne to plug a gap in functionality for scheduling and managing field based services. The integration of the CRM friendly software solution happened quickly and now users can acquire Field Services licences quickly and easily from Office 365. But, what does it actually provide. In this session we intend to provide a detailed overview of what is and isn't possible from Field Services.
Configuring Field Service - priority items
Resources and Skills
Changes to Case model
Changes to Opportunity model
Work order process
RTV and RMA
Scheduling and Managing work
Module 4: Portal Services
Microsoft purchased ADX Studios' Portal and immediately gained a well integrated and solid peice of technology that extended CRM functionality to non-CRM users via an Internet portal. In this session we look at what is immediately available to clients who can purchase portals from the Office 365 store and consider the capabilities of the Portal technology.
The licence model and considerations
The architecture behind the portal
Contact log in processes
Case registration via the portal
Content management via the portal